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Mitel unified communications (UC) equipment is popular in the education community, favoured for its flexible and budget-friendly business communications tools. Mitel authorizedPARTNER MXN Corporation works closely with a number of school boards, colleges and universities. MXN uses MarWatch fault & performance management software to simplify monitoring and management of Mitel UC systems in schools. We asked MXN VP of Product Development Michael Lippman for his observations.
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Today’s business communications network is more complex than ever – and users have high expectations for reliability and service quality. problemsolved504226It’s created a perfect storm for enterprise IT professionals and telecom resellers. Mitel customers and partners have a secret weapon: MarWatch. This fault & performance management software tackles complexity and ensures Mitel systems always function optimally. Here’s just a glimpse of the problems you will solve with MarWatch:

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The cancellation of a popular free remote access service in early 2014 had some telecom resellers searching for a quick and cost-effective replacement. While there are several comparable alternatives, few are equal to the task of remotely accessing customer sites to troubleshoot and support Mitel Unified Communications (UC) systems. As the industry shifts towards a more proactive network support model and losses from downtime loom, there is a business case for a single pane of glass that will offer not only remote access, but also monitoring and management of these business-critical systems. Consider the following questions:

Is my visibility into Mitel UC systems deep enough?

Remote access to a PC can be appropriate to troubleshoot issues, but could your customer benefit if you had deeper visibility into UC systems – MiVoice Business, MiCollab, MiVoice Border Gateway, MiVoice Office, or even a glimpse into IP handsets?

Is security an important concern when accessing customer networks?

Simple remote access solutions can be convenient, but are you confident that accessibility is secure? Look toward solutions with strong standards-based SSL and SSH encryption and authentication methods, and an access control methodology that ensures only authorized personnel can access the customer’s network.

Could I provide better support to customers?

UC management for proactive detection and resolution of issues will soon be the de facto standard, if the predictions of industry watchers hold true. Ask yourself if your current support approach is reactive – are you scrambling to fix problems once they’ve happened? Consider the increase in your productivity and your customer’s satisfaction if you received early warning before the problem occurs, so that downtime can be avoided.

Mitel MarWatch is fault & performance management software that offers secure remote access for lower cost troubleshooting. The software also monitors UC systems and the associated network infrastructure on a 24/7 basis, generating real-time alerts whenever an issue occurs that is predictive of a larger problem and ultimately downtime. Together, these tools shape your support offering, allowing you to proactively detect and resolve issues before they become a problem for your customer.

As Mitel deepens and expands its offerings to cloud-hosted, on-premise and hybrid unified communications customers, so too does Martello’s MarWatch software. After all, Mitel partners and end users rely on the fault & performance management capabilities in MarWatch – specifically designed for Mitel UC solutions. Released today, MarWatch 4.11 features:

Support for MiVoice Business V7.0, with two key new capabilities:

  •  CPU utilization monitoring
  •  Process resource utilization monitoring

MiVoice7

 

 

 

 

 

 

 

 

 

MiContact Center Alarm Management
Alarms generated by the MiContact Center application are now integrated with MarWatch. This feature simplifies alarm management when monitoring multiple Mitel UC devices and applications.

MiContactCenter_alarms

MiContact Center alarms are displayed in the MarWatch dashboard with their corresponding MiContact Center alarm code, and are dispatched to appropriate staff via email, SMS or Twitter – like other MarWatch alarms.

90% of the time taken to resolve problems is finding where the problem is, and 73% of network problems are identified by end users calling in, rather than the IT department.
-Zeus Karravala, ZK Research 2014

At the heart of any IT support operation are two key issues: how network problems are detected, and how they are addressed. MarWatch can significantly simplify these tasks for the unified communications network – leading to a reduction in support calls, less system downtime and an overall reduction in the cost of providing support.

Detecting Problems – Before Users Report
Typically, problems on the UC network are detected only when they have been reported by a user – poor voice quality, for example, or the failure of any part of the system (conferencing, voice mail, auto attendant).

MarWatch monitors Mitel devices as well as third party equipment (ie: routers, servers, UPS, managed Ethernet switches) on a 24/7 basis. What is unique about the monitoring capabilities in MarWatch is the ability to alert IT staff to problems at an early stage – before they can be detected by the user.

Real Time AlertsMetrics like low voice quality and high memory utilization are predictive of failure, and MarWatch can be configured to alert support staff when thresholds for voice quality or memory utilization are breached. This means the difference between chasing the cause of failure after a user complains, and proactively addressing issues before they can lead to downtime.

Speeding Problem-to-Resolution
IT professionals spend much of their time and resources finding the cause of problems. The growth in network complexity has made this even more difficult, with cloud-hosted, on-premise and multi-vendor components – not to mention firewalls and ISPs.

Secure Remote AccessAs the MarWatch monitoring capabilities detect an issue, IT staff can isolate its cause, using the location of the device and information on the problem encountered. The software’s secure remote access feature contributes to faster resolution of problems, allowing IT staff to login remotely to the identified device and troubleshoot the problem.

Instead of waiting for the support calls to come, organizations can proactively prevent them with MarWatch.