In much the same way homeowners are drawn to quartz countertops over plumbing upgrades, the lure of the ‘latest and greatest’ in unified communications has many compiling their top trends to watch at this time of year. Cloud-hosted UC is here to stay and growing in popularity, offering plenty of opportunity for new applications and opportunities. While staying on top of these developments can grow your business, even the most cutting edge cloud UC application won’t overcome an unreliable network infrastructure. That’s where MarWatch comes in.
Reliability and availability may not be exciting, but some consider it important enough to be a cloud UC trend in its own right for 2015. That’s because customers increasingly expect reliability – frequent downtime is a hassle, and a leading cause of attrition for service providers and channel partners. Perhaps that’s why, in a recent survey, 49% of enterprise technology decision-makers in the US and UK cited improving reliability and uptime as a key driver in selecting a cloud service provider.
For service providers, it’s a balancing act: deliver more complex and advanced solutions, while meeting the customer’s expectation for reliability. MarWatch helps by monitoring and managing unified communications systems and the associated network infrastructure – allowing the service provider to proactively detect and address network issues BEFORE they can impact UC systems and cause downtime. As customers scale their networks to add users and increase complexity, service providers can rest assured that the entire system is monitored around the clock – including Mitel and third-party equipment like routers and servers. MarWatch alerts the service provider when metrics such as voice quality or disk usage hit configured thresholds, so action can be taken before service quality is affected.
So take advantage of all that’s new and wonderful in cloud UC in 2015, but don’t neglect what happens behind the scenes. After all, downtime weakens customer loyalty and can damage your business.
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.
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 is 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.