Martello BLOG : 2015

Service quality matters for cloud-hosted unified communications. In a competitive subscription-based environment, churn is a challenge – and service quality can be the differentiator that keeps customers ‘sticky’ to the provider. But what’s the best path to deliver it? Consider these 3 Keys to UC Service Quality:

Check out the Monitor ANY SNMP Device with MarWatch video.

WHEN

Taking a proactive approach to service quality means detecting problems at an early stage. That’s why Mitel Performance Analytics monitors devices on a 24/7 basis according to customizable performance thresholds. Alerts are sent in real-time as a problem is detected, setting in motion the problem-to-resolution cycle.

WHERE

Monitoring Mitel voice quality tells you WHEN there’s a problem. Monitoring the surrounding network tells you WHERE. That’s because most voice quality problems are caused by events occurring elsewhere in the network MarWatch5.1_SNMPDeviceMonitoringcroppedinfrastructure (for example, a router problem).

Pinpointing the source of a problem is time consuming and challenging. MarWatch R5.1 adds functionality that makes this easier – configurable SNMP device monitoring. Check out the Monitor ANY SNMP Device video to see how.

WHY

To prevent problems from recurring, you need to know WHY they’ve happened. Testing tools in MarWatch, like remote IP set test added in R5.1, not only help identify the source of a problem, but also offer insight into why it occurred. Monitoring the entire network helps identify trends and activity that can help with capacity planning. For example, the trunk utilization data in MarWatch will tell you what your current usage is, so you won’t be surprised by over capacity.

Like finding the needle in a haystack, finding the source of a voice quality problem is a big, time consuming task for IT personnel. Today’s networks are increasingly complex, with cloud and premise, BYOD, and a range of equipment from multiple vendors. In fact, in a 2014 study, 75% of network professionals cites identifying the source of an issue as their key troubleshooting problem.

When it comes to voice quality, issues such as echo, delay or jitter are symptoms. The trick is in finding the source of the problem on a big, complex network infrastructure. Addressing all of the systems on a network is time consuming – meanwhile the user is experiencing voice quality problems.

That’s why a UC performance management strategy needs to monitor not only the UC solution – handsets, call servers, platforms – but the many devices in the surrounding network infrastructure. Your voice quality problem could be coming from a malfunctioning router or misconfigured switch. To find that needle in the haystack, you need to monitor the performance of the entire network infrastructure. Monitoring VQ tells us there IS a problem. Monitoring the rest of the infrastructure tells us WHERE.

In November, Martello introduces a new capability to UC Performance Management solutions that makes it easier for Mitel partners, service providers and customers to monitor their entire network from a single interface. Stay tuned!