Fault & Performance Management · 2020-03-01 · and is intended solely for Mitel employees and...

Fault & Performance Management

authorized partner Presentation

November 2015 [email protected]

| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.

Mitel Fault & Performance Management Outline

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• Mitel Fault & Performance Management – Service Quality for Business Success

• Challenges for Network Management

• Meeting Customer Needs

• Key Benefits

• Key Features

• Experience Matters

• Support Resources


While your competitors are reacting to network issues, you can be proactive, detecting and addressing performance issues

BEFORE they impact your customer.

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Performance Monitoring

Real-Time Alerts

Secure Remote Access

Better Service Quality

MarWatch - Service Quality for Business Success


Key UC Management Challenges for Resellers

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Resellers are tasked with managing service

quality for complex business

communications networks.

Resolving typical network issues requires

more costly 3rd level support resources.

Finding the problem source is the primary

troubleshooting problem for network

professionals.

Users expect reliability from their business

communications solution.


Proactive Support for Business Success

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PROBLEM Fault & Performance Management software for Mitel business communications solutions.

Detect & address problems BEFORE they impact the user

Lower support costs

Increase contract renewal rates & revenue

Speed problem-to-resolution

Use IT resources more efficiently

Designed specifically for Mitel


MarWatch Snapshot

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• Reduce costs by eliminating up to 80% of onsite visits.

24/7 Performance

Monitoring • Detect problems BEFORE service quality is

impacted.

Real-time Alerts &

Testing Tools • Fast problem-to-resolution.

Detailed Reporting

• Quality, timely & professional performance reports for customers.


Fault & Performance Management Options

Mitel MarWatch

• Self-managed by Partner

• MarWatch integrates into Partner service operations

• Monitor and manage Mitel products, plus managed ethernet switches, routers and other third-party devices.

Remote Monitoring and Access Service (RMAS)

• Service subscription

• Mitel conducts 24x7 remote monitoring, escalation to Partner

• Partner’s customer is managed on Mitel MarWatch

• Monitors and manages Mitel products

Mitel MarWatch is also included with Premium Software Assurance & Support Subscriptions.


Key Benefits

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Increase Revenue

• Establish recurring revenue stream for proactive monitoring & support – value added subscription service with each sale.

• Upsell Enhanced Service Level Agreements (SLA) to customers, or value added service components such as SLA Reports.

• Increase contract renewal rates.

Increase Revenue

Faster Problem

Resolution Reduce Costs

Customer Retention

*


Reduce Costs

• Access devices in customer networks from any location for troubleshooting or maintenance – avoiding the cost of onsite support visits.

• Consolidate UC and multi-vendor network management tools in one comprehensive offering.

• Avoid losses associated with downtime.

• Easy to deploy and manage – cloud or on-premise options.

Reduce Costs

Faster Problem

Resolution Customer Retention

Increase Revenue


Faster Problem Resolution

• Around the clock monitoring of voice quality and other performance metrics.

• Monitoring of both Mitel and multi-vendor systems gives visibility into problems across the entire network.

• Alerts ensure the right person receives actionable data at the right time.

• Secure remote access to devices and active testing tools simplify troubleshooting.

Faster Problem

Resolution

Reduce Costs

Increase Revenue

Customer Retention


Customer Retention

• Consistently high service quality results in satisfied customers.

• Resolution of problem by 1st level support increases customer satisfaction.

• Early detection means problems can be resolved before the customer is impacted.

• Reports demonstrate SLA performance and help with forecasting, planning & load balancing.

Customer Retention

Faster Problem

Resolution Reduce Costs

Increase Revenue


Key Features

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Performance Monitoring

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• Support for Mitel & third party devices on private and public networks.

• Monitor any SNMP or CLI device, from any vendor, ie: • Session border controllers • IP DECT base stations • VMWare

• SIP set voice quality across Mitel’s portfolio

• IP handset connectivity to MiVoice Business/MiVoice Border Gateway.

• Trunk utilization/traffic monitoring

• Digital (MiVoice Business/MBG) • SIP (MiVoice Business)

• Performance metrics including:

• Voice Quality R Factor Ratings by Call • RTT, Jitter, Packet Loss • System Performance: Memory & CPU utilization, disk usage,

digital trunk utilization • System/Interface Reachability and Availability

Monitoring of Mitel solutions and the devices

on the surrounding network ensures problems are

detected quickly.


Real-Time Alerts

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• Alerts by email, SMS, Twitter DM

• According to thresholds, which can be configured per container.

• Alarm management features:

• Create alert profiles for different users, days/times of the week.

• Hide, assign and filter by severity. • Alarms can be sent as digest, for

reduced alarm fatigue.

• Alarms colour coded by location and severity and displayed on map, with filtering for fast identification of problem sites.

ALARMS INCLUDE: • Voice Quality • System • Interface

availability

• Memory utilization • Device reachability • Disconnected IP handset

Timely, actionable data to resolve problems quickly.


Testing Tools

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• Network diagnostic tools launched from any device dashboard: - MTR -DNS/Reverse DNS - Ping - Iftop - Traceroute - SNMP MIB browser

Pinpoint the source of a problem easily – for fast resolution.

• Remote IP set network test tools • Run IP traceroute directly from

MiVoice Business handsets.

• Connectivity test provides quick confirmation of device availability.



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• No VPN required

• Single click access to monitored devices

• Integrated web-proxy server for remote access to Mitel Embedded System Management (ESM) interface

• Authenticated & encrypted with SSL, SSH & HTTPS

Access customer networks from anywhere in the world for more efficient troubleshooting.


Detailed Reports

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Customer Container-Level Reports: • Performance & availability of devices over

reporting period

• Reports by container or by device • PDF format, via email • Monthly, weekly or on-demand Quick Queries: • Retrieve key data, delivered in .csv format • Optional pie chart and pivot table display • Available queries include:

• Container alert profile • Device thresholds • Top 10 Critical devices • Active/Inactive Users

• Customizable message and logo space

Reports include:

• Customer device inventory • Performance data (by device) • Device availability summary

Performance reports provide SLA assurance to customers, and improve planning.

Reports and Quick Queries can be: • Scheduled • Previewed • Retained • Sent via email


Powerful Dashboard

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Standard Web browsers (Internet Explorer® Chrome®

and Firefox®)

Secure – HTTPS / SSL

Mobile Optimized (iOS, Android tablets, smartphones)

Critical data – alarms filtered & matched with map view.

Read-only widescreen option for NOC/data centers stays

logged in.

Brandable – logos, URLs, color schemes, fonts, etc.

Reseller and customer dashboard views.


MiVoice Business Optional Management Features

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Backups - Scheduled and on-demand backups with a retention policy, secure offsite storage and downloadable file for restoring.

IP Set Inventory Monitoring – Record of all IP sets known to MiVoice Business or MiVoice Border Gateway and alarm if unplugged.

SMDR Collection – Collection and central storage for SMDR Records from MiVoice Business.


Backups for MiVoice Business (Optional Feature)

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• MiVoice Business Configuration Details

• Call history: incoming, outgoing, and duration

• Embedded voice mail configuration and data

• All at regular intervals with secure offsite storage

• Downloadable file (for restoring) easily accessible via web browser

Value-add for business continuity..


Supported Mitel Devices & Applications

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MiVoice Business

MiVoice MX-ONE

MiVoice 250

MiCollab MiContact

Center (Business/Enterprise)

MiVoice Border Gateway

(SIP & Teleworker VQ)

Mitel Business Dashboard

MiVoice Call Recording

(Oaisys)


Third-Party Device Support

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Managed Ethernet Switches

Servers (Windows,

Linux) Routers

(Cisco, Adtran)

Uninterruptible Power Supplies

(UPS)

Innovation InnLine Voice

Mail Red Box Call

Recorder

ANY SNMP or CLI Device

(multi-vendor)

COMING


Premium Software Assurance for authorized partners

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Mitel MarWatch is now part of Premium Software Assurance

& Support, available to authorized partner

sales/renewals on Mitel premise-based products.

Get Started in 3 Steps:

Contact Us Visit Activate Your

MarWatch Entitlement or contact us:

[email protected]

613.271.6098

Set Up Our Support Group

will set you up quickly with login

credentials for MarWatch.

Get Started Add devices and

start using MarWatch

http://martellotech.com/premium-software-assurance-activate-marwatch-entitlement




mailto:[email protected]

mailto:[email protected]


PARTNER SUCCESS

Deployed in more than 2,000 enterprise and service provider networks around the world.

CMC Technology Group

Arden Telecom

Essential Data & Voice

“MarWatch is now a key part of our maintenance program for all customers, allowing us to deliver a complete monitoring solution. It gives us a tangible way to show customers the value of having Premium Software Assurance with Mitel”.

“In the past, a VoIP user would need to report poor voice quality. Now that we have MarWatch, voice quality monitoring and alarms help us identify and foresee IP network issues (latency, jitter etc.) before they escalate, affect the quality of voice on the LAN/WAN and therefore impact the user experience”.

“We have seen the results of how MarWatch has on more than one occasion saved us time and money”.


CUSTOMER SUCCESS

“Customer service depends on reliable voice services. MarWatch gives us confidence that our network will perform reliably even under high volume conditions”.

Angels the Costumier Libro Credit Union

Carleton University

“MarWatch monitoring gives us confidence that we can avoid downtime”

“Preventing downtime that affects our customer base is always top of mind. If we can’t communicate with them, we can’t serve them, and that is a big problem. MarWatch allows us to be proactive and be made aware of problems as soon as they occur, preventing downtime or a decline in voice quality”.


What’s New: MarWatch 5.1 Key New Features

• Monitor ANY SNMP Device • Remote IP Set Network Test Tools • Mitel SIP Set Voice Quality Monitoring • MBG 9.1 SIP Teleworker voice quality • SIP Trunk Utilization Data for MiVoice

Business

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• Move containers and their contents • Improved alarm management • Automatic attachment of licenses

from container license pool when a device is added.

• Enhanced IP CoS monitoring • Audit log shows before & after values

when device configuration changes.

Enhancements

More Information: http://bit.ly/1Wgbxe9

http://bit.ly/1Wgbxe9


Mitel RMAS Mitel MarWatch 1. Go to Sales Workbench and configure the

product solution as normal. 2. Click on the Services tab to find Remote

Monitoring, click on Monitoring Solution Selection, and select Mitel Remote Monitoring Services.

3. Click on Configuration Options - Mitel RMAS as well as Optional Services, and configure the options required.

4. Generate quote and/or Submit Order

1. Go to Sales Workbench and configure the product solution as normal.

2. Click on the Services tab to find Remote Monitoring, click on Monitoring Solution Selection, and select MarWatch solution configuration.

3. Click on Configuration Options - MarWatch as well as Optional Services, and configure the options required.

4. Generate quote and/or Submit Order

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Contact Pardeep Koonar with any configuration questions [email protected]

Quoting & Ordering


Sales and Technical Training

Access to Dedicated Sales Experts • Direct access to skilled sales agent

• Online and live training (1hr)

Technical Training • Access to technical training

• Covers setup and general configuration

• Online (1–3hrs)

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Available Resources

• Fault & Performance Management Brochure, Sales Battlecard

• Customer Presentation

• Customer Experiences & Case Studies

• Bulletins • PB20140063 (Premium Software Assurance – Introducing

Fault & Performance Management)

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MOL > Services > Maintain and Manage > Fault & Performance Management

THANK YOU

The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel® and is intended solely for Mitel employees and members of Mitel’s reseller channel. If you are not a Mitel employee or a Mitel authorized PARTNER, you are not the intended recipient of this information and are not invited to the conference, and cannot participate in or listen to and/or view the presentation. Please delete or return any related material. Mitel will enforce its rights to protect its confidential and proprietary information, and failure to comply with the foregoing may result in legal action against you or your company.

Fault & Performance Management · 2020-03-01 · and is intended solely for Mitel employees and...

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