Mitel Powerpoint Template - Martello Technologiesmartellotech.com/.../Mitel-Performance-Analytics-R2.2-for-Partners.pdf · For Partners Mitel Performance ... MPA now listens for incoming

©2017 Mitel. Proprietary and Confidential.

Photo here

For Partners

Mitel Performance Analytics R2.2

September 2017


Do I have a voice quality problem?

What’s the cause of the problem?

How can I troubleshoot and resolve problems more efficiently?

How can I get more visibility into my network?

You’ve Got

QUESTIONS

?

2


Mitel Performance Analytics (MPA) has ANSWERS

i KNOW when a voice quality

problem is happening

IDENTIFYthe cause of the

problem quickly

RESOLVEProblems before they

can impact users

REDUCEdowntime

3

©2017 Mitel. Proprietary and Confidential.| ©2016 Mitel. Proprietary and Confidential.4

Contents

• Mitel Performance Analytics Overview

• What’s New in MPA Release 2.2

• Why MPA?

• MPA Offering

• Fault & Performance Management Features

• Advanced Management Features (MPA Plus)

• Key Benefits

• Partner & Customer Success

• Resources


What’s Behind a Voice Quality Problem?

Misconfigurations

Capacity/Bandwidth Issues

Network Faults

5

Typically caused by events in

the IT infrastructure.


MPA Overview

6

Detect Problems

24/7 Performance

Monitoring (UC, VQ, Network, System)

Alarms

Troubleshoot

Problems

Testing Tools

Secure Remote Access

IPT User Dashboard

Manage For

Insight

Scheduled

Backups/SMDR Collection

Reports(Performance, Inventory

and Queries)

Analytics


What’s New in MPA 2.2?

Network Diagram

Voice Quality Cause Visualization

Improved SIP Trunk Utilization Display

Upload your own network diagram, for at-a-glance visualization

of the devices and sets that are experiencing problems.

A new set of voice quality graphs help point you towards the

cause of a problem.

We've improved the way SIP trunk utilization data is displayed,

making it easier to spot trends and issues.

MPA now listens for incoming Emergency Response (ER) SNMP

traps from MiVoice Business devices.

MiVoice Business Emergency

Response Alarms and Alerts

For more details, consult ‘What’s New in MPA R2.2’ Presentation.


What’s New in MPA 2.2?

Access to UCScore Site Qualification

A new and improved - easy to search - online help system

helps you find information quickly.

Administrators can monitor Mitel SIP DECT base stations

and OMM (Open Mobility Manager).

Access to a new, web-based tool that simulates real voice

traffic to test a network’s fitness to deploy a unified

communications solution.

New Online Help System

Support for Mitel SIP DECT

Consult the ‘What’s New in MPA

2.2’ PresentationMORE INFORMATION


Why MPA? Proactive Support for Business Success

✓ Detect & address problems BEFORE

they impact your customer

✓ Lower support costs

✓ Increase contract renewal rates &

revenue

✓ Prevent losses associated with downtime

✓ Increase user satisfaction & UC adoption rates

with first call resolution

✓ Speed problem-to-resolution

✓ Manage and predict capacity and IT resource

requirements more efficiently

✓ Designed specifically for Mitel UC networks


MPA Service Tiers

10

Performance

Analytics (MPA)

Cloud-hosted

Manages performance of

Mitel solutions

Included with Premium

Software Assurance

Performance

Analytics PLUS

Cloud-hosted OR

on-premise

Third-party AND Mitel

system support

Chargeable uplift to

Premium Software

Assurance

Enterprise

Manager

Replacement

Performance

Analytics CLOUD

In service provider’s data

center.

Mitel

system support

Part of MiCloud Business

for Service Providers

offering.


Premium Software Assurance Value Proposition

11

✓ Protect investment in leading edge Mitel

telephony to prevent obsolescence,

security vulnerabilities & interoperability

problems

✓ Grow business value of Mitel solutions

with the latest technologies and

features.

✓ 24/7 access to Mitel technical support

expertise

Proactively manage service quality to deliver a superior user experience.

Mitel

Performance

Analytics


Features by MPA Tier

Capability MPA MPA PlusMPA Cloud

(MiCloud Service

Providers)

Deployment Options Cloud Cloud or Premise Premise/Data Center

Device Support Mitel Mitel + Third-Party Mitel

Trunk/Route/Gateway Utilization ✔ ✔ ✔

Remote Access/Single Sign-On ✔ ✔ ✔

Testing & Site Qualification ✔ ✔ ✔

Alarms & Alerts ✔ ✔ ✔

Reporting & Analytics ✔ ✔ ✔

Backups and SMDR Collection ✖ ✔ ✔

Group Operations Scheduler ✖ ✔ ✔

IPT User Dashboard ✖ ✔ ✔

Inventory Reports (users, sets, services) ✖ ✔ ✔

Advanced User Operations (moves, deletes) ✖ ✔ ✖

Set Inventory and Extension/Terminal Registration ✖ ✔ ✔

12


Supported Mitel Devices & Applications

Supported How to Buy

MiVoice Business (+ MiVoice Business Multi Instance) ✓ MPA/ MPA Plus/MPA Cloud

MiVoice MX-ONE ✓ MPA or MPA Plus

MiCollab ✓ MPA or MPA Plus/MPA Cloud

MiVoice Border Gateway ✓ MPA or MPA Plus/MPA Cloud

MX-ONE Application Servers

(MiCollab Advanced Messaging, CMG, InAttend, ACS

Media Server)✓ MPA or MPA Plus

MiVoice Office 250 ✓ MPA or Mitel Part #

MiContact Center (Business & Enterprise) ✓ MPA or MPA Plus

MiContact Center (Office) ✓ MPA or Mitel Part #

MiVoice Call Recording ✓ Mitel Part #/MPA Cloud

SIP DECT (OMM and RFP) ✓ MPA Plus

Mitel Business Dashboard ✓ MPA or MPA Plus

13


Third-Party Device Support

Third-party device support is ONLY available with the MPA Plus Service Tier.

• Uninterruptible

Power Supplies

(UPS)

• Red Box Call

Recorder

• Innovation

InnLine

• PathSolutions

+SWITCHES

Managed ethernet

switches

SERVERS

Windows, Linux

ROUTERS

Cisco, Adtran

Configurable support

for ANY SNMP

device.

14


Software Assurance and MPA

15

Premium Software Assurance

(7 x 24 hour Support)

Performance Analytics (MPA)

Performance Analytics PLUS

(MPA+)

Standard Software Assurance

(8 x 5 hour Support)


Photo here Fault & Performance

Management Features

16


Performance Monitoring

Performance• Voice Quality

• System Performance

• Application Performance

• Network Performance

Voice Quality • Mitel Minet IP phones (MiVoice Business)

• Mitel SIP devices (MiVoice MX-ONE)

• MBG – Teleworker and SIP trunking

UC Performance • Digital / SIP Trunks (MiVoice Business/MBG)

• SIP Trunks (MiVoice Business/MBG)

• SIP and Legacy gateway utilization (MiVoice MX-ONE)

• Digital and SIP Routes (MiVoice MX-ONE)

• Extensions / IP Sets (MiVoice Business/MX-ONE)

Focus on Mitel with network

infrastructure coverage


Voice Quality Monitoring

Detailed Voice Quality Call Records

Voice Quality Panel

18

DETECT and INVESTIGATE

Voice Quality Issues.

| ©2016 Mitel. Proprietary and Confidential.19

SIP Trunk Utilization

Monitor traffic on SIP trunks Know when it’s time to scale or add licenses


Alarms and Notifications

Alarm management:• Alarms colour coded by location and

severity

• Displayed on geographic map

• Reduce alarm clutter: hide alarms, silence

alarms of same type, filter by severity.

• Assign alarms and create/edit tickets.

Alerts by email, SMS, Twitter…• Alert profiles for different users,

days/times of the week

• Alarms can be sent as digest, for reduced

alert fatigue

• In-browser alarm notification

SM

S

Alarm Types

Device Alarms – generated by monitored devices

Threshold Alarms – generated by MPA when configured

threshold are exceeded (ie: voice quality)

System Alarms – generated by MPA to indicate service

problem for a monitored device (ie: “iSNMP unreachable”)

Real time, actionable data to

resolve problems quickly.


Alarm Analytics: How it Works


Dashboard


Container and Device Dashboards

Container & Device

Network Diagram

• Alarms

• Voice Quality

• UC Performance Metrics

• Geographic map


Network Diagrams

Status:

10% packet loss for 15 mins.

Visualize the source of a

voice quality problem on a

Visio network diagram

uploaded by the MPA user.

Insight into:

✓ Which device is

experiencing a problem.

✓ What’s causing the

problem:

• Capacity

• Misconfiguration

• Network faults


Reports & Queries

Reports demonstrate network

performance & improve planning.

Reports• Performance & availability of devices over

reporting period

• Customizable message and logo space

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

• Standard query types include:

Reports & Quick

Queries can be:

✓ Scheduled

✓ Previewed

✓ Retained

✓ Sent via email

• Inventory

• Alarm

• License

• Audit Log


Quick Queries

AlarmInventory License Threshold

Audit Log


Voice Quality Cause Visualization

Spot trends and identify

root cause with graphs

demonstrating:

✓ Call Volume correlation

to Call Quality

✓ Worst Performing

Directory Numbers

✓ Worst Voice Quality by

Subnet and Device

High call volume

correlates to VQ

problems.


Network Testing Tools

Context-aware Network tools

available from device dashboard:

• Ping / Traceroute / MTR / Iftop

• DNS / Reverse DNS

• SNMP MIB browser

Remote IP set network test tools

• Media path from set

MPA Connectivity test provides

quick confirmation of device from

MPA system

Test from IP Set – find source of issue to speed

resolution.


Testing: IP Trace Route from MiVoice Business Handset

29

TROUBLESHOOT

Voice Quality Issues.


Site Qualification: UCScore

MPA users have access to UCScore,

a network site qualification tool.• Web-based – no software installation

• Specialized for UC

• Tests network fitness for a UC

deployment, testing what matters to

voice performance.

• Know when more network capacity is

needed for good performance.

UCscore.com


UCScore: How it Works

• Tests by sending packets

(representing voice calls)

between customer and

UCScore server.

• Customer portal delivers

easily understood summary

results.

• Coming Soon: Service

provider portal delivers

more detailed network

fitness data.

Customer Summary

Detailed Service

Provider Report

UCscore.com


Remote Access

No VPN required

• Connect to multiple customer network devices at once

Single click access to monitored devices

Integrated web-proxy server for efficient remote

access to MiVoice Business ESM interface

Secure

• Authenticated & encrypted with SSL, SSH & HTTPS

• Remote access sessions are tracked in the Audit Logs

Single sign-on (SSO) to MiVoice Business via

ESM and shared SSO without credentials.

Access remote devices from anywhere

for more efficient troubleshooting.


Device Discovery

Ideal for large,

multi-node Mitel

networks.

MPA scans the network and discovers devices

speeding up the set-up process.


MiVoice Business Emergency Response Alarms & Alerts

The ER Alarm never expires and

must be acknowledged by a MPA user.

MPA now listens for incoming Emergency Response SNMP traps from

MiVoice Business devices.

Email ER Alarm

Notification

When a trap is received MPA

acknowledges the trap with the

source MiVoice Business and

generates a Major ER alarm.

The ER alarm includes:

✓ Details about the emergency call

✓ Extension that made the call

✓ Time of the call


MiVoice Business Emergency Response Alarms & Alerts

ER Alarms are tracked in a separate

Emergency Call audit log and can

include:

✓ That an emergency call has been made.

✓ Alarm status has been updated to “Forced

Clear”.

✓ Ticket has been assigned a ticket number.

✓ Alarm had been favorited.

Alert profiles can be created to send

a notification to one or multiple

users when the alarm occurs.

ER Alarms can

be assigned

and favorited.


Photo here Advanced Management

Features

36


Backups for MiVoice Business & MiVoice MX-ONE

• Configuration Details.

• Call history: incoming, outgoing, and duration.

• Embedded voice mail configuration and data.

• Scheduled or on-demand (single or group scheduling),

with secure offsite storage.

• Downloadable file (for restoring) easily accessible via web

browser.

• MiVoice Business/MiVoice MX-ONE can now be

associated with multiple backup schedules including daily

or monthly.

Value-add for business continuity..


SMDR Collection

• SMDR Collection is available for

✓ MiVoice Business

✓ Office 250

✓ Avaya IP Office

• ‘Scheduler Results’ report shows

✓ Call success & failure

✓ Provides a report download link

Value-add for business continuity..


IPT User Dashboard – MiVoice Business & MX-ONE

View data for each user, including

voice quality for each call.


Advanced Inventory Reporting

Create custom inventory reporting template for:

✓ Users

✓ Services✓ IP Sets

✓ Licenses

✓ Active Probes

✓ Device Inventory

✓ MiVoice Licenses

✓ MiVoice Versions

✓ MiVoice & MX-One Ext.

✓ Probe Details

✓ All views can be saved & reports downloaded as a .csv


Operations Scheduler

✓ Backups

✓ SMDR Collection

Internal MiVoice Business Operations:

• IDS Full/Incremental Sync

• Hot Desk Logout

• Go to Day/Go to Night Service

• Retrieve and Lock Backup Files

Schedule common operations for groups of devices.


Scheduler Results Report

• Download completed

backup or SMDR files

• Confirm current state of

on-demand & scheduled

operations

• See recent results and

success rate of scheduled

operations

Confirm the outcome of a scheduled group operation.


Photo here

MPA Key Benefits

43


Better Problem Resolution

44

MPA makes it simple and cost-effective

to detect, address & prevent problems

on your network.

90%of the time it takes

to resolve a

problem is spent

identifying its

source

HOW LONG did it take you to TROUBLESHOOT

your last voice quality problem?


Increase Revenue

✓ Establish recurring revenue stream

for proactive site qualification,

monitoring & support – value added

subscription service with each sale.

✓ Upsell Enhanced Service Level

Agreements (SLA) to customers, or

value added service components

such as SLA Reports.

✓ Increase contract renewal rates.

45


Reduce Costs

✓ Access devices in customer networks

from any location for troubleshooting

or maintenance – avoiding the cost of

onsite support visits.

✓ Consolidate management tools in one

comprehensive offering.

✓ Avoid losses associated with

downtime.

✓ Easy to deploy and manage in the

cloud.

✓ Avoid costs of unnecessary capacity

expansion with trunk utilization data.

46


Faster Problem Resolution

✓ Consistently high service quality and less

downtime results in satisfied users and higher

adoption rates.

✓ Resolution of problem by 1st level support

increases user satisfaction.

✓ Early detection means problems can be

resolved before the user is impacted.

✓ Reports demonstrate network performance

and help with forecasting, planning &

load balancing.

47


Customer Retention

✓ Consistently high service quality results

in satisfied customers.

✓ Resolution of problem by 1st level

support increases customer satisfaction.

✓ Site qualification and early problem

detection means problems can be

avoided or resolved before the customer

is impacted.

✓ Reports demonstrate SLA performance

and help with forecasting, planning &

load balancing.

48


Photo here

Customer Success

49


Partner Success

50

“Customers are stickier to us with

MPA. Customers are more tech-

savvy than ever, and with MPA we

have a way to demonstrate quickly

where a problem originated, and

ensure our first level support techs

have it resolved quickly”.

TCS Canada

“There’s a wow factor when you

can show customers a problem that

they wouldn't otherwise have

detected.” MXN Corporation


Customer Success

51

Ours is a 24/7 business, so we

cannot afford downtime. Mitel

Performance Analytics gives us a

single pane of glass, alerting us to

problems quickly and offering

insight into statistics and trends.

Mitel Performance Analytics

allows us to be proactive and

see problems as soon as they

occur, preventing downtime

or a decline in voice quality.

The proactive monitoring service,

powered by MPA protects our

investment in leading edge telephony.

We know that problems like poor

voice quality won’t impact our

users, since MPA will help our support

partner to address the problem very

quickly.


Photo here

Resources

52


MPA Sales Cheat Sheet

53

MPA DIFFERENTIATORS

✓ Designed specifically for Mitel + multi-vendor device support

✓ Proactive service quality delivery model

✓ Simple, flexible deployment (cloud/on-premise) and operation

MPA KEY BENEFITS✓ Grow partner revenues from service contracts

✓ Win & retain business with faster problem resolution

✓ Reduce cost of support delivery

✓ Meet SLA uptime commitments

MPA KEY FEATURES✓ 24/7 performance monitoring of voice quality and

other metrics

✓ Real-time alerts

✓ Reports

✓ Troubleshooting tools

✓ Secure remote access

✓ Access to UCScore site qualification

✓ Advanced management tools (backups, etc.)


MPA Compared to Alternatives

MPA SNMP-based

monitoring

systems

Mitel voice quality (monitoring, threshold-based

alerts, detailed call data)✔ X

Trunk Utilization(calls per hour/maximum usage

for MiVB)

✔X

Multi-Tenant(partner and customer logins)

✔X

VoIP test tools(launch IP traceroute directly

from handset, access UCScore

site qualification)

✔ X

• MPA is the only tool

with visibility into Mitel

voice quality and UC

performance.

• MPA can integrate

with other IT

monitoring systems to

manage performance

from a single

dashboard.


Photo here

MPA Resources55

InfoChannel

- Decks

- Brochures

- Demo videos

- Customer Success

Stories

InfoChannel Worldwide >

Services & Support >

Software Assurance – Premium &

Performance Analytics (MPA)

Mitel.com

- Brochures

- Demo videos

- Customer Success

Stories

- Blogs

http://www.mitel.com/service

-and-support/support-

services/software-

assurance

Training & Documentation

edocs.mitel.com- Engineering Guidelines

- System Guide

- Quick Start Guide

- Install/Upgrade Guides

mitel.absorbtraining.com

Mitel University• Installation & Maintenance

(self study)

• Sys Admin (self study)

• Sales Training

©2017 Mitel. Proprietary and Confidential.56

Mitel University

Sales Training (Self Study)

Course # 222905

Technical Training (Self Study)

Installation & Maintenance (Course #

T-MPA 2.0-IM-SS)

System Administrator

Leader-Led Training

Contact [email protected]

Onsite or web-based

http://mitel.absorbtraining.com

MPA Sales and

Technical Training

mailto:[email protected]


MPA Plus Replaces Enterprise Manager

57


Getting Started: Ordering

58

To Order:a) NEW product configuration:

Purchase Premium SWA or MPA

Plus in CPQ

b) Uplift an EXISTING customer to

Premium SWA or MPA Plus in

AMC

Order Standard Software Assurance

• Mitel Performance Analytics included

Order Premium Software Assurance

• Premium SWA is a pre-requisite

• Subscription fee is based on an uplift per

IP user on MiVoice Business

Order Performance Analytics Plus

Onboarding [email protected]


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59

Documents

Mitel Powerpoint Template - Martello Technologiesmartellotech.com/.../Mitel-Performance-Analytics-R2.2-for-Partners.pdf · For Partners Mitel Performance ... MPA now listens for incoming