What’s New – Infortel Service Pack 5200

ISI Telemanagement Solutions, Inc. What’s New – Infortel® Select

Infortel Select – 5200 1

What’s New – Infortel® Service Pack 5200 This document presents features and changes that are new for Infortel Select Version 10.0 Service Pack 5200. A number of new enhancements and reporting capabilities are included in this release which adds to our already robust report offerings and functionality.

TRAFFIC ANALYSIS

The new Traffic Analysis tool will allow customers to accurately analyze and forecast their call traffic based on actual data. This is an updated and expanded version of Trunk Analysis. A company’s network configuration can have a significant impact on their profitability. If a company is paying for more lines or bandwidth than they are using, it is a waste of resources. Conversely, if there are fewer lines or bandwidth than is needed, customers will get a busy signal, possibly resulting in lost revenue.

The new Traffic Analysis tool will assist customers in determining the correct balance of lines and bandwidth based on their actual call traffic data. It provides several standard templates and allows

you to create templates that are designed to meet your specific needs.

CONCURRENT CALLS – ALL TRUNKS BUSY

The All Trunks Busy report provides information on total, average, and longest durations,

along with the total, first, and last occurrence of the all trunks busy condition. You can view this on the screen or send it as a report.


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CONCURRENT CALLS – TRAFFIC ANALYSIS

The traffic analysis report provides information on the peak busy hour, total count and

duration, the trunks configured for the system, the peak number of calls during the busy hour, and the duration at peak.

Following is an example of the on-line screen when the Concurrent Calls – Traffic Analysis

template is used. This report is based on data source, facility, day, and date. The data to be displayed in the grid is dependent on the choices made on the Fields and Constraints tabs. Sorting in ascending and descending order is available on each column in the grid by clicking in the header field of the column to be sorted. You can also send it as a report.



ERLANG B ANALYSIS

Erlang B calculations are used for traditional trunking analysis. These calculations are used to determine the optimal number of trunks. The tool offers four templates that can be viewed on the screen or as reports:

Calls per Peak Bush Hour

Call Traffic per Day

Average Hourly Call Traffic

Traffic Analysis

BANDWIDTH

Bandwidth analysis is used to calculate the data transfer speed required based on peak

concurrent calls. This feature first determines the greatest number of calls that occurred at the same time for the given time period.

o Using that calculation, the bandwidth needed for the concurrent call traffic can be determined.

o The user must specify some information, such as the codec to be used in order to receive an accurate estimate of bandwidth.

o This tool is an excellent means of monitoring current usage versus the bandwidth available.

Bandwidth analysis may also be used as a forecasting tool to predict how much bandwidth

will be needed, for example, to move from a traditional architecture to a SIP environment. The user may specify the constraints for specific traffic to be moved. The Traffic Analysis system will group the information from all the sources specified and provide an estimate of bandwidth required.

Following is an example of the on-line screen when the Bandwidth Analysis – Traffic Analysis template is used. This report is based on data source, facility, and date. The data to be displayed in the grid is dependent on the choices made on the Fields and Constraints tabs. The Bandwidth required is calculated using the Codec, Voice Payload, and Media Access values chosen on this tab. Sorting in ascending and descending order is available

on each column in the grid by clicking in the header field of the column to be sorted.



This can also be sent in report format:



DIRECTORY IMPORT Directory Import is now available in the web. You can import your Directory from a text file, LDAP, or Cisco CallManager. You tell Select the data source to be imported and choose a file to import (or an LDAP or Cisco source).

Then in the field mapping section you indicate which field in the source file goes to which field in the Directory by simply dragging the field names over the correct columns.



You can bring in basic information about a person such as their name and extension as well as other information such as their email address. You can also enter constants to be used when a field is

missing information or is not in the file being imported. Some constants are free form, such as DID. Others have a drop down list showing the valid values, such as Department Name.

Sometimes the information for multiple fields in the Directory is contained in one field in the import file. You can now use Directory Import to parse those fields out into their component fields. In this

example the person’s title and email address is in the same field. Using a Regex pattern, the system is told how to parse the field and then you can indicate which parts of the import field go to which Directory field. Our support staff can help you determine the correct Regex pattern to enter.

Optionally security information can also be brought in such as User ID, Password, Organizational access, Module access, and what Summary Gates a person can access. This option is turned on in

Configure Directory.

When you run the import you can choose whether or not you want to be notified when the import runs and chose how much information you want to receive.

As with the client/server import, imports can be saved and scheduled to run at set times or can be run immediately. The administrator can choose to have an email sent upon completion or if there is a



problem with the import.

PHONE NUMBER ID DATABASE Phone Number ID Database is now available in the web. The Phone Number ID database allows you to assign a name to an individual phone number or dialed digits pattern for both inbound and outbound calls. This database has multiple applications. Often the caller ID number is passed through the CDR,

but without the caller ID name. Using this database, you can assign a name to that number. The custom name will appear in the Location field in a detailed report for calls to and from that number.

To enter a new number, the user clicks on the green plus sign. This creates a blank row. Numbers are grouped together; for example customers or people in specific organizations. The number can be a specific number or it can have wildcards (? and *) in it. The grid can be sorted by any column. Entering text in the search box allows the user to narrow down the list of entries.



MICROSOFT LYNC QUALITY OF EXPERIENCE REPORTS Quality of Experience (QoE) is the ability of a network element, such as an IP phone, to have some level of assurance that its traffic and service requirements are met. The primary goal of QoE is to provide priority, including dedicated bandwidth, controlled jitter and latency, and improved loss characteristics. When managing a network, you can give some IP flows priority over others. Network managers typically give voice priority since delays can cause poor voice quality. Network managers

measure QoE with a series of statistics: Latency, Jitter, and Packet Loss. Infortel Select uses the QoE statistics to provide the following reports:

QoE Detail Report

QoE Summary Report



QoE by Hour Report

Also important are MOS scores. Microsoft Lync provides reports on call quality using a statistic known as MOS scores. The MOS score represents a weighted estimate of average user annoyance due to distortions caused by effective packet loss such as dropouts and warbles. It does not estimate the impact of delay-related impairments such as echo. It is an estimate of listening quality rather than conversational quality. Measurements of average user annoyance range from 1 (poor voice quality) to 5 (very good voice quality).

Microsoft Lync reports two key statistics for each call:

Minimum MOS Overall Min Network MOS The minimum score observed since the beginning of a call, and represents the worst sounding eight second interval.

Average MOS Overall Avg Network MOS The running average of scores observed since the beginning of a call.



MOS SCORE BY HOUR

The MOS Score by Hour reports (by extension and by gateway) provides you with an hour-by-hour view of call quality. With this report,

you can pinpoint times in the day when call quality is degraded, possibly due to network congestion or other issues.



MOS SCORE DETAIL REPORT

The MOS score detail report provides a call-by-call view of call quality. For each call, it provides you with the average call quality (on a

scale of 1 to 5), the quality of the best eight-second slice, and the quality of the worst eight-second slice. With this report, you can easily investigate individual call quality complaints.



NEW SUMMARY GATE – DAILY ACTIVITY BY ORGANIZATION This new summary gate shows you the activity by Call Type for an organization over the course of a week. It can be used by a manager to track at a glance the activity of the organization.

The graph can be displayed showing either call duration or call count. The user can choose which part

of the organization they wish to display. They can also limit the call types displayed.

REPORT PUBLISHER ENHANCEMENTS Enhancements have been made to the Report Publisher.

Extension Location has been added as a constraint for the Quality of Service reports. These

reports are:

MOS Score by Hour – Extension

MOS Score by Hour – Gateway

MOS Score Detail Report

Quality of Service by Hour Report

Quality of Service Detail Report

Quality of Service Summary Report

The relative date choices of Previous Month and Month to Date were available for reports created with Report Designer. They are now available for all reports.

DIRECTORY EXPORT ENHANCEMENTS Two new fields can now be exported. They are:

Raw Extension

Devices

Documents

What’s New – Infortel Service Pack 5200