Mitel Powerpoint Template - Martello Technologiesmartellotech.com/wp-content/uploads/2015/11/FaultPerformance... · • Call history: incoming, outgoing, and duration ... authorized

Fault & Performance Management

Customer Presentation

November 2015 [email protected]

| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.

Mitel Fault & Performance Management Outline

2

• Mitel Fault & Performance Management – Service Quality for Business Success

• Challenges for Network Management

• Meeting Customer Needs

• Key Benefits

• Key Features

• Experience Matters

• Support Resources


You can be proactive, detecting and addressing performance issues BEFORE they impact the user.

3

Performance Monitoring

Real-Time Alerts

Secure Remote Access

Better Service Quality

MarWatch - Service Quality for Business Success


Key UC Management Challenges for Enterprises

4

Business communications networks are increasingly

complex, and IT departments need better tools to manage them.

Resolving typical network issues requires more

costly 3rd level support resources.

Finding the problem source is the primary

troubleshooting problem for network professionals.

Users expect reliability from their business

communications solution.


Proactive Support for Business Success

5

PROBLEM Fault & Performance Management software for Mitel business communications solutions.

Detect & address problems BEFORE they impact the user

Lower support costs

Speed problem-to-resolution

Use IT resources more efficiently

Designed specifically for Mitel


MarWatch Snapshot

6


• Reduce costs by eliminating up to 80% of onsite visits.

24/7 Performance

Monitoring • Detect problems BEFORE service quality is

impacted.

Real-time Alerts &

Testing Tools • Fast problem-to-resolution.

Detailed Reporting

• Quality, timely & professional performance reports demonstrate value.


Fault & Performance Management Options

Mitel MarWatch

• Managed by Partner

• MarWatch integrates into Partner service operations

• Monitor and manage Mitel products, plus managed ethernet switches, routers and other third-party devices.

Remote Monitoring and Access Service (RMAS)

• Service subscription

• Mitel conducts 24x7 remote monitoring, escalation to Customer

• Monitors and manages Mitel products

Mitel MarWatch is also included with Premium Software Assurance & Support Subscriptions.


Key Benefits

8


Reduce Costs

• Access devices in any location for troubleshooting or maintenance – avoiding the cost of onsite support visits.

• Avoid losses associated with downtime.

• Consolidate UC and network performance management tools in one comprehensive offering.

• Improve capacity planning with trunk utilization data.

• Easy to deploy, cloud or on-premise options.

Reduce Costs

Faster Problem Resolution

User Satisfaction



• Around the clock monitoring of voice quality and other performance metrics.

• Monitoring of both Mitel and multi-vendor systems gives visibility into problems across the entire network.

• Alerts ensure the right person receives actionable data at the right time.

• Secure remote access to devices ensures timely problem resolution.

Faster Problem

Resolution

Reduce Costs

User Satisfaction


User Satisfaction

• Consistently high service quality results in satisfied users.

• Resolution of problem by 1st level support increases user satisfaction.

• Early detection means problems can be resolved before the user is impacted.

• Reports demonstrate SLA performance and help with forecasting, planning & load balancing.

User Satisfaction


Reduce Costs


Key Features

12


Performance Monitoring

13

• Support for Mitel & third party devices on private and public networks.

• Monitor any SNMP or CLI device, from any vendor, ie: • Session border controllers • IP DECT base stations • VMWare

• SIP set voice quality across Mitel’s portfolio

• IP handset connectivity to MiVoice Business/MiVoice Border Gateway.

• Trunk utilization/traffic monitoring

• Digital (MiVoice Business/MBG) • SIP (MiVoice Business)

• Performance metrics including:

• Voice Quality R Factor Ratings by Call • RTT, Jitter, Packet Loss • System Performance: Memory & CPU utilization, disk usage,

digital trunk utilization • System/Interface Reachability and Availability

Monitoring of Mitel solutions and the devices

on the surrounding network ensures problems are

detected quickly.


Real-Time Alerts

14

• Alerts by email, SMS, Twitter DM

• According to thresholds, which can be configured per container.

• Alarm management features:

• Create alert profiles for different users, days/times of the week.

• Hide, assign and filter by severity. • Alarms can be sent as digest, for

reduced alarm fatigue.

• Alarms colour coded by location and severity and displayed on map, with filtering for fast identification of problem sites.

ALARMS INCLUDE: • Voice Quality • System • Interface

availability

• Memory utilization • Device reachability • Disconnected IP handset

Timely, actionable data to resolve problems quickly.


Testing Tools

15

Pinpoint the source of a problem easily – for fast resolution.

• Network diagnostic tools launched from any device dashboard: - MTR -DNS/Reverse DNS - Ping - Iftop - Traceroute - SNMP MIB browser

• Remote IP set network test tools • Run IP traceroute directly from

MiVoice Business handsets.

• Connectivity test provides quick confirmation of device availability.



16

• No VPN required

• Single click access to monitored devices

• Integrated web-proxy server for remote access to Mitel Embedded System Management (ESM) interface

• Authenticated & encrypted with SSL, SSH & HTTPS

Access customer networks from anywhere in the world for more efficient troubleshooting.


Detailed Reports

17

Customer Container-Level Reports: • Performance & availability of devices over

reporting period

• Reports by container or by device • PDF format, via email • Monthly, weekly or on-demand Quick Queries: • Retrieve key data, delivered in .csv format • Optional pie chart and pivot table display • Available queries include:

• Container alert profile • Device thresholds • Top 10 Critical devices • Active/Inactive Users

• Customizable message and logo space

Reports include:

• Customer device inventory • Performance data (by device) • Device availability summary

Performance reports provide SLA assurance to customers, and improve planning.

Reports and Quick Queries can be: • Scheduled • Previewed • Retained • Sent via email


Powerful Dashboard

18

Standard Web browsers (Internet Explorer® Chrome®

and Firefox®)

Secure – HTTPS / SSL

Mobile Optimized (iOS, Android tablets, smartphones)

Critical data – alarms filtered & matched with map view.

Read-only widescreen option for NOC/data centers stays

logged in.

Brandable – logos, URLs, color schemes, fonts, etc.

Reseller and customer dashboard views.


MiVoice Business Optional Management Features

19

Backups - Scheduled and on-demand backups with a retention policy, secure offsite storage and downloadable file for restoring.

IP Set Inventory Monitoring – Record of all IP sets known to MiVoice Business or MiVoice Border Gateway and alarm if unplugged.

SMDR Collection – Collection and central storage for SMDR Records from MiVoice Business.


Backups for MiVoice Business (Optional Feature)

20

• MiVoice Business Configuration Details

• Call history: incoming, outgoing, and duration

• Embedded voice mail configuration and data

• All at regular intervals with secure offsite storage

• Downloadable file (for restoring) easily accessible via web browser

Value-add for business continuity..


Supported Mitel Devices & Applications

21

MiVoice Business

MiVoice MX-ONE

MiVoice 250

MiCollab MiContact

Center (Business/Enterprise)

MiVoice Border Gateway

(SIP & Teleworker VQ)

Mitel Business Dashboard

MiVoice Call Recording

(Oaisys)


Third-Party Device Support

22

Managed Ethernet Switches

Servers (Windows,

Linux) Routers

(Cisco, Adtran)

Uninterruptible Power Supplies

(UPS)

Innovation InnLine Voice

Mail Red Box Call

Recorder

COMING

Monitor ANY SNMP Device

Monitor any device type, from any vendor. Rapid configuration, without waiting for a software release.

NEW


Premium Software Assurance

23

Mitel MarWatch is now part of Premium Software Assurance

& Support, available to customers purchasing from authorized partners on Mitel

premise-based products.

Contact your authorized partner for more information on the MarWatch entitlement in Premium Software

Assurance.


CUSTOMER SUCCESS

“Customer service depends on reliable voice services. MarWatch gives us confidence that our network will perform reliably even under high volume conditions”.

Angels the Costumier Libro Credit Union

Carleton University

“MarWatch monitoring gives us confidence that we can avoid downtime”

“Preventing downtime that affects our customer base is always top of mind. If we can’t communicate with them, we can’t serve them, and that is a big problem. MarWatch allows us to be proactive and be made aware of problems as soon as they occur, preventing downtime or a decline in voice quality”.


What’s New: MarWatch 5.1 Key New Features

• Monitor ANY SNMP Device • Remote IP Set Network Test Tools • Mitel SIP Set Voice Quality Monitoring • MBG 9.1 SIP Teleworker voice quality • SIP Trunk Utilization Data for MiVoice

Business

25

• Move containers and their contents • Improved alarm management • Automatic attachment of licenses

from container license pool when a device is added.

• Enhanced IP CoS monitoring • Audit log shows before & after values

when device configuration changes.

Enhancements

More Information: http://bit.ly/1Wgbxe9

http://bit.ly/1Wgbxe9


Sales and Technical Training

Access to Dedicated Sales Experts • Direct access to skilled sales agent

• Online and live training (1hr)

Technical Training • Access to technical training

• Covers setup and general configuration

• Online (1–3hrs)

26


Available Resources

• Fault & Performance Management Brochure

• Customer Experiences & Case Studies

27

MOL > Services > Maintain and Manage > Fault & Performance Management

THANK YOU

The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel® and is intended solely for Mitel employees and members of Mitel’s reseller channel. If you are not a Mitel employee or a Mitel authorized PARTNER, you are not the intended recipient of this information and are not invited to the conference, and cannot participate in or listen to and/or view the presentation. Please delete or return any related material. Mitel will enforce its rights to protect its confidential and proprietary information, and failure to comply with the foregoing may result in legal action against you or your company.

Documents

Mitel Powerpoint Template - Martello Technologiesmartellotech.com/wp-content/uploads/2015/11/FaultPerformance... · • Call history: incoming, outgoing, and duration ... authorized