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As you prepare to enjoy the upcoming holidays, we have a few tips that will make for smoother network operations – and fewer interruptions. Plan ahead and enjoy a relaxing holiday – for a fresh start in 2015!

Tip #1 Let MarWatch keep an eye on your systems

There’s no need to check-in when your Mitel systems are monitored by MarWatch. MarWatch monitors the performance and availability of Mitel and third-party devices on the network, and will send you an alarm if a problem is detected. By taking the time to install and configure the cloud-based MarWatch software, you can feel festive knowing everything is operating as it should.

Tip #2 Receive only the most critical problem notifications

MarWatch has a sophisticated alarm management system, allowing you to set-up multiple profiles for different users and situations. Over the holidays, you won’t want to receive a steady stream of alerts, many of which could be minor and able to wait until your return. You can establish a holiday alert profile that will only alert you if the issue is Major. MarWatch can also place a device in ‘Maintenance Mode’ if it is known to be faulty or under maintenance, preventing nuisance alarms over the holidays. Check out Alarm Fatigue: A Problem for IT Operations? for more tips on managing MarWatch alerts.

Tip #3 Ensure the Right People Have Access to MarWatch

During the holidays, IT teams often share the burden of support coverage, with each team member taking a turn to be ‘on call’. Check to ensure everyone that is responsible for support through this period has access credentials for MarWatch. The MarProbe makes it possible to access devices on the network remotely. To ensure that those providing holiday support coverage can access devices to troubleshoot problems, you should add them to the Probe’s Access Control List (ACL). Since MarWatch generates an alarm if any unauthorized personnel attempts to access network devices, you’ll be sure that only the staff you have authorized can access devices through MarWatch.

Tip #4 Prepare for the New Year

There is peace of mind in knowing your systems are monitored on a 24/7 basis over the holidays. Take advantage of this by investing time in planning for 2015. This is a great time to look at the reports generated by MarWatch – you might pick up on some trends that need attention in January. Trunk usage data can help determine when an upgrade is necessary, and a pattern of performance issues might identify a problem with a particular location or device. You can also take a look at the MarWatch Feature Update Webinar – to dive deeper into features and capabilities, and see what’s coming in January with MarWatch 5.0.

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In a recent MarWatch Feature Update Webinar, we were asked what types of monitoring MarWatch provides for MiContact Center. Here’s a primer on how to understand the MiContact Center performance monitoring that’s provided by MarWatch.
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Martello recently acquired French software development company Netvitesse. Like Martello, Netvitesse develops solutions that help Mitel customers & partners manage their unified communications (UC) solutions more effectively.

We’re in the business of simplifying complex UC networks, with software that detects and addresses performance problems to prevent downtime. This move allows us to offer Mitel customers a ‘one-stop’ approach to fault, performance and configuration management.

Configuration and identity management tools will bring new functionality to Martello’s offerings. For example, the Martello France team isMartelloEuropeNA working to integrate its single sign on (SSO) capabilities with MarWatch, for automatic login to remote systems.

As Mitel’s product portfolio has expanded to integrate Aastra offerings, we’re pleased to move forward with a significant Martello presence in the key European market. Our MarWatch 5 platform will support this expanded portfolio, starting with the MX-ONE in 2015.

Stay tuned as we move forward as one team, working in two important regions – Europe and North America. We’re off to a great start – more than 1,000 accounts around the world use our products, monitoring and managing more than 5,000 devices.

As a trusted advisor, you’ve recommended a Mitel unified communications (UC) solution that meets the unique needs of your customer – whether premise-based, cloud-hosted or hybrid. With the customer now enjoying the benefits of a modern communications infrastructure, what steps have you taken to ensure the reliability of this investment? Consider 3 common mistakes when it comes to the management of UC service quality – and how to avoid them.
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Much has been said lately about the impending death of premises-based unified communications, and the growth of cloud-hosted solutions. Infonetics’ annual business cloud VoIP and UC services report forecasts cloud-based UC revenue growth of 13% this year, following a 20% increase in 2013. While premises-based UC dominates today’s installed base, its growth forecast is flat, with only a .01% revenue increase expected this year. By 2018, Infonetics expects a worldwide cloud PBX and UC market of $12 billion, with 62.6 million seats in service.

There are plenty of good reasons why cloud-based UC appeals to organizations – starting with the pay as you go model that reduces capital outlay. Just as appealing to corporate IT departments is the chance to relinquish responsibility for managing and supporting a growing network of PBX hardware and software. As David Michels notes in Premises-Based UC Is Over: “UC complexity has spread like a cancer across IT. To troubleshoot a call, the modern telecom/IT professional is expected to be savvy with a series of UC applications, firewalls, SBCs, SIP, IP, virtualization, VLANs, wireless, and more”. By moving to the cloud, organizations shift the burden of support to cloud service providers.

So, for the corporate IT department, life gets easier with the adoption of cloud-based UC. For the cloud service provider faced with managing these complex environments, there is both opportunity and threat. Those who manage this complexity successfully get an edge on their competition – but it’s not an easy task, and poor service quality drives customers away quickly.

Tools that help service providers deliver UC service quality more easily are gaining traction amongst cloud-based service providers. Software offering actionable data on problems that can impact service quality, delivered in real-time, makes the service provider more proactive in preventing service quality degradation. Offloading much of the work of monitoring and pinpointing the source of a problem to software like MarWatch is a better use of service provider resources and delivers better outcomes.