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An emergency call to 911 is made from inside a large university campus, someone has been hurt and needs immediate assistance. The clock starts ticking…

As the network administrator, you and your team need to receive instant notification that this call has been made and properly actioned. This latest release of Mitel Performance Analytics (MPA) R2.2 now listens for incoming Emergency Response (ER) SNMP traps from MiVoice Business devices ensuring that 911 notifications are properly routed.

How Does it Work?

MPA’s new Emergency Response (ER) alarm is generated when an ER SNMP trap is received from MiVoice Business.  The Major ER alarm notification that is sent out includes:

  • Details about the emergency call
  • Extension that made the call
  • Time of the call

Below is an example of the alarm notification:

Mitel Performance Analytics

The ER Alarm never expires and must be acknowledged by an MPA user. For users who are using Mitel’s Enhanced 911 services for routed calls to a Public Safety Answering Point (PSAP), this notification can also include the information provided in the Customer Emergency Services ID (CESID) to properly route the call to the appropriate emergency services district. While MPA does not guarrantee the delivery of these alerts. The CESID must be coupled with a databse that will allow first responders to pinpoint the location of the call, MPA sends an additional notification to those who need to know that the emergency number was dialed but MPA does not guarrantee the delivery of these alerts.

Behind the scenes, MPA sends an SNMP Set message to the source MiVoice Business following an incoming ER SNMP trap. Once this message is sent, a response is expected and required. If it fails to get the expected response MPA tries again up to five times.

Mitel Performance Analytics

For MPA users, ER Alarms are tracked in a separate Emergency Call audit log. This log can be accessed from a container or a device dashboard 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 also be created to send a notification to one or multiple users when the alarm occurs. If accessed directly from a container dashboard, each log entry also records the name of the device that originated the alarm and that device’s container. Clicking a device or container name displays the associated dashboard. As with all queries, you can generate a regularly scheduled report of the emergency call log entries.

 

Mitel Performance Analytics

 

To activate Emergency Response alarms in MPA, minor configurations are required on both the MiVoice Business and MPA dashboard. Need help? Contact Martello’s Customer Success Specialist, Ankita Saini.

It can be hard sometimes to pinpoint that exact moment when an idea becomes a company. That time when casual conversations over coffee and ideas sketched onto a whiteboard solidify into a tangible thing. For Martello, our inception had several key players and the Rochester Institute of Technology(RIT) and its proximity to telecom titan Terry Matthews played a significant part.

It was back in early 2009 that Terry Matthews introduced Niall Gallagher to Emilio DiLorenzo who was working at RIT as the Associate Chief Information Officer. At the time Niall was looking into business ideas for a new WesleyClover company. He and Emilio developed the business concept that would eventually become Martello Technologies.

So how does RIT factor into Martello’s inception? Founded in 1829, the Rochester Institute of Technology is a privately funded university that focuses heavily on career education and experiential learning. When Niall and Emilio first met, Emilio was a graduate of RIT and was working for the university. After Martello was founded, Emilio chose to stay on at RIT and rented a small office space in RIT’s technology business incubator. It was there that Emilio met fellow RIT graduate, Bill Kuker. At the time, Bill was employed by RIT as a systems programmer creating telecommunication, computer, and data network monitoring and management software for the university. Bill was also an active member of RIT’s Computer Science House (CSH), which is one of the oldest and most active special interest houses at the university. Since 1976, CSH has created a unique space where the focus is on immersing students in technology, giving them the resources and facilities they need to develop exceptional software solutions. Of CSH, Bill said

“No matter what kind of phone you use, websites you visit, car you drive, method you use to pay for coffee, you’ve used a dozen pieces of software developed by the people at CSH or from companies they’ve founded, before breakfast.”

While at RIT, Emilio and Bill were working on several product ideas that they were looking to develop into a company. After meeting Niall, with his Mitel and telecom expertise, the idea for Martello clicked.  As Martello grew, so did the relationship with RIT and the company eventually hired on additional graduates of the program. The very first release of any software is bound to make its developers wince a bit when looked at years later, but the first release of MarWatch clearly planted the seeds for what would become the product we sell today.

See what early versions of MarWatch looked like.

It allowed you to keep tabs on customer networks and access sites remotely. As the company evolved, our early Martellians soon realized that telecom service providers using the software would have a real differentiator in a competitive market if they had greater visibility into voice quality and the performance of their telephone systems. Today, that software has evolved into a network performance management and monitoring solution that speeds problem to resolution time and provides tools to proactively detect faults and pinpoint issues on the network.

Now a lead software developer at Martello, when Bill Kuker first heard about our Employee-Directed Gift Program, he knew that he wanted to make his first donation to RIT’s Computer Science House (CSH) to support the work that they were doing. CSH has multi-purpose rooms with ample resources for its members to use including email, newsgroups, databases, web space services, private wired networks, in addition to servers and workstations. Bill honed his skills while using the CSH resources and wanted to give back to the group that had helped him advance his professional and academic career.

Early Martello Office

Martello’s relationship with the Rochester Institute of Technology was pivotal in the founding of our company and its alumni have made significant contributions to product development and towards the shaping of our company. Through Bill’s involvement with RIT and the donation that he made to the Computer Science House we hope to be a small part of the legacy of great work from this university.

Mitel Performance Analytics lays the groundwork for successful voice quality (VQ) troubleshooting with visualizations that tie performance data points together and point you towards the cause of a problem.

For most, troubleshooting voice quality (VQ) problems takes time, can be difficult to pinpoint and is a constant challenge for IT professionals. Often, these issues arise because of other problems on the network but the bottom line is that it’s your responsibility to find and fix them.

This month’s release of Mitel Performance Analytics, R2.2 does the work for you, gathering voice quality data and displaying it in a way that helps you spot trends and identify root causes.

Call Quality by Call Volume: See what happens to call quality as call volume increases and decreases through the day. This graph can help point you towards a capacity problem, when call volume and the number of bad or poor calls increase at the same time.

VQ Metrics Include:Voice Quality Visualization Mitel Performance Analytics

  • number and percentage of good, fair, poor, or bad calls
  • hour of the day they occurred
  • total number of calls

Call Quality by Directory: Displays as a table or chart showing the number of calls with bad or poor quality for the 10 worst directory numbers associated with a device.

Worst Performing Directory Numbers: See at-a-glance the percentage of poor quality calls for the 10 worst directory numbers associated with a device.

Worst Voice Quality Devices: This query displays as a table or chart the number of calls with bad quality for the 10 worst devices in a container, helping to point you towards the devices that need attention.

Voice Quality Visualization Mitel Performance Analytics

Diagnosing and correcting your VQ problems can have a significant and positive impact on your user’s experience.
We know that monitoring and managing performance offers a better user experience, decreases downtime, and lowers the cost of support. MPA R2.2’s new set of voice quality graphs help to point you towards the cause of a problem for faster resolution. Looking for more information? Take a look at Mitel’s Voice Quality Troubleshooting Guide or visit our MPA R2.2 Primer.

 

Mitel Performance Analytics Network Diagrams

How long did it take you to troubleshoot your last voice quality problem? 90% of the time it takes to resolve a problem is spent identifying its source. The introduction of Network Diagrams in this release 2.2 of MPA makes it easy to visualize the source of a voice quality problem by teaming a clear ‘birds eye’ view of your network with health status icons, so you can see where the problems are at-a-glance.

With Network Diagrams You:

  • Use your own Network Diagram (Visio).
    Get a different perspective on viewing collected alarms.
  • Have a quick reminder of what your network looks like.
  • Can see the health status over the devices being shown.
  • Can filter container and device alarms and quickly jump to the container or device to see more detail.

How Does it Work?
The Network Diagram panel lets you upload your own network diagram to MPA with network devices and containers arranged to your preferences.

Mitel Performance Analytics Network Diagrams

As an administrator, you might want to see a diagram of:

  • devices based on the physical location
  • devices based on the logical distribution
  • separating groups of devices based on either VLANs, as a cluster, or as a nested grouping
  • monitored devices with surrounding equipment not monitored by MPA

In the Network Diagram panel, MPA overlays health status icons over the devices being monitored. The health status icons are linked to the alarm filter, just like the Location Map panel, the Alarms panel, and the device hierarchy at the left of the dashboard. This means you’ll see only the alarms that are most important to you: for example, only major or critical.

Mitel Performance Analytics Network Diagrams

From the Network Diagram panel, you can display the alarms of a specific container or device. You can also jump to a container or device dashboard to see more detail.
Quickly gain insight into:

  1. Which device is experiencing a problem.
  2. What’s causing the problem:
        Is it a capacity issue?
        Is something misconfigured?
        Do I have a network fault?

With Network Diagrams you can visually identify at a glance, where issues are located on the network.

Interested in learning more about the features of MPA R2.2? Check out our What’s New in MPA 2.2 Primer for more details.

At Martello, our employees are contributing to causes and organizations that matter to them through our Employee-Directed Gift Program. When we first introduced it, we never imagined the breadth and depth of the impact that our employees were having in their communities and around the world. This week we are excited to share the latest instalment in what we are calling The Ripple Effect.

Martello Ripple EffectDid you know that there are currently more than 18,000 field hockey players in Canada and that it’s considered to be one of the oldest games on earth? The sport of field hockey first arrived in Canada in the late 19th century and since then it has evolved and grown thanks to a core group of athletes who are committed to seeing the sport thrive. Over the years, a strong community of field hockey players have established an high caliber of play at all levels for both recreational and competitive leagues. If you have not had the chance to catch a game, there is something incredibly exciting about watching a field hockey match, it is fast paced with an exceptional level of athleticism and draws you in from start to finish.

The field hockey Indoor Pan Am Cup is taking place in Georgetown, Guyana on October 16th – 21st. The qualifier for the World Cup happening in Berlin this coming February, the Pan Am tournament includes teams from Canada, Argentina, Barbados, Guyana, Mexico, Trinidad and Tobago. We could not be much prouder that Martello’s very own Director of Sales, Pardeep Koonar will be representing Canada on the Canadian Men’s Field Hockey Team at this qualifier. A goaltender, Pardeep has participated provincially in numerous national championships and has represented Canada in international competition as well, playing for Canada at the 2014 Indoor Pan Am Cup and the 2015 Indoor World Cup. In addition to his role actively playing on the team, Pardeep coaches players, especially those needing specialized goalkeeper training. When we introduced our Employee-Directed Gift Program at Martello, Pardeep knew that he wanted to direct his donation towards the Canadian Men’s Indoor Field Hockey Program and specifically to support their involvement in the Indoor Pan Am Cup. This program is entirely self-funded and receives minimal corporate or association support to run. Pardeep understands the significant financial contribution his fellow athletes make to compete in an event like this, and the Martello donation will help off-set the considerable expenses that athletes need to incur to participate in the Cup.

Martello Ripple Effect

“I understand the level of commitment that it takes to participate in an event like the Indoor Pan Am Cup. I’m glad that I can make this contribution to help my fellow athletes and open up more opportunity to participate in this sport. I am proud to be representing Canada this week in a sport I am so passionate about.” Said Pardeep Koonar.

“Thanks to contributions like those made by Martello, we are able to off-set some of the expenses associated with training and travel that can be a burden to the athletes who are trying to focus on their performance.” said the manager for the men’s team, Vernon Grattan-King.

As the team heads to Guyana this week, they are going in strong having previously won gold at the Indoor Pan Am Cup in 2014. Good luck to the entire Canadian team as they head off! At Martello, we are excited to cheer them on and will be streaming the games live in the office – we are pretty sure that Pardeep will be able to hear us cheering all the way from Guyana! It is an honour to be a small part of the Indoor Pan Am Cup and we are proud to see one more ripple added to the Ripple Effect of our Employee-Directed Gift Program.