Martello BLOG : 2014

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


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.
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. Mitel Performance Analytics (MPA) 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).

MPA 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 MPA is the ability to alert IT staff to problems at an early stage – before they can be detected by the user.
Real Time Alerts

Metrics like low voice quality and high memory utilization are predictive of failure, and MPA 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 Access

As the MPA 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 Mitel Performance Analytics.

We don’t often think of the business communications network when it comes to critical equipment in hospitals – we think of EKGs or defibrillators. The communications network is always working in the background, so users can place calls, retrieve voice mail or send an email. But this same network is the lifeline providing communications into and out of the facility, and within it. Hospitals, like schools, are a mission critical environment for the business communications network – they are typically large facilities that contain vulnerable populations, and the consequences of failure can have greater significance.

Supporting any unified communications network means maintenance and risk prevention – for example, ensuring software updates are deployed to protect the system from a virus. When it comes to mission-critical environments, extra steps can be taken for ‘insurance’ against failure.

Recognizing the importance of Mitel Performance Analytics (MPA) in maintaining UC service quality and uptime, Mitel has added a Mitel Performance Analytics license entitlement to its Premium Software Assurance & Support subscription. For mission-critical operations in education, healthcare, or other industries, this announcement brings additional peace of mind.

Mitel MPA is UC performance management software that monitors the performance (ie: voice quality, disk usage, trunk utilization) and availability of Mitel equipment around the clock. To make the lives of IT professionals even easier, MPA dispatches alerts in real-time when a performance issue is detected, or a problem has occurred (ie: unplugged handset). Secure remote access rounds out the MPA offering, for hassle free troubleshooting of equipment anywhere in the world.

Have you recently purchased or renewed Premium Software Assurance & Support? Contact us at to get your MPA account set up.