Martello BLOG : 2014

Customers expect reliability and service quality from their unified communications network. Partners are increasingly shifting their support models away from break/fix in favor of a more proactive approach that prevents performance problems from impacting the customer. That’s why the recent inclusion of a UC Performance Management license entitlement in Mitel’s Premium Software Assurance & Support subscription makes sense. Available to authorizedPARTNERS on premise-based product sales or renewals, here’s why the Mitel Performance Analytics, UC Performance Management solution is a natural fit with this enhanced software assurance subscription.

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 Mitel Performance Analytics keep an eye on your systems

There’s no need to check-in when your Mitel systems are monitored by Mitel Performance Analytics (MPA). MPA 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 MPA software, you can feel festive knowing everything is operating as it should.

Tip #2 Receive only the most critical problem notifications

MPA 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. MPA 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 MPA alerts.

Tip #3 Ensure the Right People Have Access to MPA

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 MPA. 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 MPA 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 MPA.

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 new year. This is a great time to look at the reports generated by MPA– 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.

In a recent MarWatch Feature Update Webinar, we were asked what types of monitoring Mitel Performance Analytics (MPA) provides for MiContact Center. Here’s a primer on how to understand the MiContact Center performance monitoring that’s provided by MPA.

Agent Performance vs. System Performance

When it comes to monitoring MiContact Center performance, Mitel has you covered for optimal contact center performance, with agent performance monitoring and system performance monitoring from MPA.

Agent Performance

MiContact Center offers management and reporting applications that provide visibility into agent performance and workflow. Of interest to contact center managers, these applications help improve business processes, control costs, and maximize the contact center investment.

System Performance

MPA UC Performance Management software, available from Mitel, monitors MiContact Center system performance – ensuring that events on the network don’t cause MiContact Center to fail or perform sub-optimally.

IT Managers and channel partners are most interested in the data that MPA provides for MiContact Center. MarWatch monitors the availability of the MiContact Center server, system and critical back-end services. What type of performance metrics are monitored? CPU and memory usage, file system and interface statistics. If CPU or memory usage spikes, for example, an alarm is generated in real-time via email, SMS or Twitter – ensuring the problem can be addressed quickly, before the MiContact Center system fails.
MPA also monitors MiVoice Call Recording system and service availability. A range of other Mitel devices & applications can be monitored by MPA. It includes voice quality monitoring for MiVoice Business and MiVoice Border Gateway, and also monitors MiCollab. For the convenience of IT managers and channel partners, MPA also monitors third-party equipment including servers, routers and managed Ethernet switches.

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