Martello BLOG

We Ask Martello Developers – What’s Next for MPA?

This past spring, Martello’s fault & performance management software was launched to Mitel’s partner community as Mitel Performance Analytics (MPA). Since that first exciting release, our developers have been hard at work on MPA 2.1, which introduces plenty of new features and functionality that’s anxiously anticipated by our user community.

We can tell you about what’s coming, but there’s no better way to learn what’s next than to ask the developers themselves. Our developers listen and truly understand our customers’ needs to layer on more value with each new release. In this video, developers explain the features they have created and how they’ll improve the way our customers monitor and manage the performance of Mitel business communications networks. From Co-op students to our senior software architects, every developer here at Martello works on features and functionality that have a direct and positive impact on our customers.

Service Quality Impacts the Bottom Line: 3 Use Cases

In the years since Mitel first introduced its fault & performance management offering to enterprises, channel partners and service providers, the importance of service quality has grown. Increased adoption of cloud communications and growing network complexity means that proactively managing performance is now a strategic requirement. We looked at some performance management use cases to demonstrate just how service quality can impact your business.

Use Case #1 – Find the Network Problem Faster

Pomperaug District School Board was experiencing choppy audio and echo on calls. Partner Total Communications had difficulty emulating and identifying the source of the problem over a 6 month period. After deploying Mitel Performance Analytics, the problem was identified – a faulty switch. Within a week of using MPA, the problem was resolved.

While a voice quality issue may look like a Mitel problem, it typically isn’t. That’s why MPA monitors the entire network – from Mitel MiVoice Business to routers, switches and servers. 24/7 monitoring identifies problems, while alerts, testing tools and remote access ensure you can identify the source quickly – often before the user is impacted.

Use Case #2 – Avoid Lost Revenue

Mitel Performance Analytics monitors the connectivity status of handsets connected to MiVoice Business and Mitel Border Gateway. The use case that drove this feature came from universities: they had a regulatory requirement to ensure an always available landline in student residence, in case of emergencies. Customers like Carleton University have taken advantage of this feature to help ensure student safety.

However, universities and retail customers have found another advantage of this capability. During busy periods like the holidays (retail) or fall registration (universities), these businesses are vulnerable to significant revenue loss if a disconnected phone goes undetected. This feature has saved thousands in lost revenue.

Use Case #3 – Avoid Performance Problems that Come with Growth

Rapid growth can create performance and reliability problems on a network. More users on a system creates greater strain on available bandwidth and services, and it’s often difficult to predict what resources will be needed, and when. Mitel itself provides a great example of using Mitel Performance Analytics to manage growth successfully. Following an acquisition, the company’s network grew from 1,800 to more than 5,000 users. By monitoring digital and SIP trunk utilization, MPA gives advance warning when more licenses are needed and when it’s time to add more trunks. This can prevent quality issues and downtime that can occur if the system begins to run over capacity.

It’s no longer enough for partners to deliver reactive performance management. Proactive service quality can positively impact your customer’s bottom line.

UC Management 101: Lessons in Service Quality for Schools

Harrow School Communication is a hallmark of successful schools – whether a small elementary school or a sprawling university campus, a rock solid unified communications system eases every day communication between administrators, parents and students. In an emergency situation, it can be a lifeline and epicentre of information sharing. To achieve seamless and flexible communications, schools are turning to unified communications systems to replace their existing dated telecommunication systems.

Schools have unique requirements. Emergency preparedness means that landlines and communication infrastructures are essential – these systems must be there when needed. To complicate things, most schools are also dealing with extremely tight budgets and small IT teams. While trying to manage shrinking budgets, network administrators must make do with limited resources to troubleshoot issues or fix problems. In this environment, fault & performance management software can bring significant ROI. Monitoring multiple devices on the network reduces strain on already stretched IT resources, and a subscription-based SaaS model means more manageable costs.

University campuses are typically spread out across multiple locations, and with fault and performance management software you have 24/7 monitoring, smart alerts, remote access and capacity planning tools at your fingertips. Alerts are quickly generated to notify IT staff of any issues – often before the end user is even impacted. Secure remote access makes troubleshooting problems easy, keeping costs in check and reducing the issue-to-resolution window.

Maintaining ‘Up-Time’ During Critical Registration Periods

Registration periods are among a university’s busiest and can tax existing communications systems. To avoid downtime during a critical window, Ottawa’s Carleton University chose Mitel Performance Analytics (MPA) fault and performance management software to monitor, alert and report on their Mitel communication system. The Carleton IT team is now able to detect issues like excessive delay or packet loss and they get supporting data that shortens the problem-to-resolution time.

Upgrading Technology While Ensuring Service Quality

Undertaking a technology upgrade can be a challenge. Britain’s prestigious Harrow School had a campus that covered over 400 acres, hundreds of landlines and more than 800 students. Harrow was in need of aligning their communications infrastructure with increasing demands. A new network infrastructure featuring MiVoice Business was paired with MPA. Now, thanks to MPA’s proactive monitoring and support Harrow can rest easy while delivering exceptional service quality to the campus.

A Needle in a Haystack – Simplifying Troubleshooting to Improve Quality

In a school’s complex multi-vendor network, it can be difficult to not only pinpoint but also FIX voice quality issues.- finding the source of the issue is like looking for a needle in a haystack. Pomperaug Regional School District had invested in the Mitel MiVoice Business system but were facing persistent voice quality problems that could not be isolated or reproduced. Fortunately, they had invested in Mitel’s Premium Software Assurance subscription, which includes access to MPA. Using MPA, the detailed voice quality reports quickly pinpointed the problem’s cause.

Managing school campus networks using fault and performance management software means that issues are quickly identified and helps avoid downtime during peak times.

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Martello BLOG

We Ask Martello Developers – What’s Next for MPA?

Service Quality Impacts the Bottom Line: 3 Use Cases

UC Management 101: Lessons in Service Quality for Schools

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