Mitel Performance Analytics - Martello Technologies...Mitel Performance Analytics . PLUS ....

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Mitel Performance Analytics For Partners November 2016

Transcript of Mitel Performance Analytics - Martello Technologies...Mitel Performance Analytics . PLUS ....

Mitel Performance Analytics For Partners

November 2016

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

• Mitel Performance Analytics: Service Quality Matters

• MPA Service Tiers

• What’s New in MPA 2.1

• Key Benefits

• Key Features Fault & Performance Management Advanced Management

• Partner & Customer Success

• Resources & How to Buy

Summary

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

Service Quality Matters!

Poor Service Quality

Depletes IT Resources

Fixing Costs Time & Money

Source Hard To Pinpoint

Stalls User Adoption

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

Find & Fix Network Problems

Where’s the problem?

What looks like a Mitel voice quality problem usually isn’t.

Network Management + UC Management = Mitel Performance Analytics

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OPERATIONS

REPORTING & ANALYTICS

ADVANCED MANAGEMENT

TESTING TOOLS

REMOTE ACCESS

ALERTS

PERFORMANCE MONITORING

MITEL PERFORMANCE ANALYTICS

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

Simplify management of large, multi-node

networks

IT Resources are used more

efficiently

Mitel Focus with multi-vendor

support

Resolve voice quality

problems faster

Cloud or On-Premise

deployment options

Proven solution, deployed in 5,000+ networks

globally

| ©2015 Mitel. Proprietary and Confidential.

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

| ©2015 Mitel. Proprietary and Confidential.

What’s New in MPA 2.1

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Full feature parity with Enterprise Manager and expanded MiVoice MX-ONE functionality.

NEW FEATURES added to complete and improve Enterprise Manager feature parity: Advanced User Operations for MiVoice

Business (moves, adds, deletes) Single sign-on and shared single sign-on to

MiVoice Business Alarm monitor – in-browser notification

replaces system tray. SDS error rate with alarms

Expanded MiVoice MX-ONE support: Route utilization

Gateway utilization (SIP/Legacy)

Scheduled backups & results reporting

Extension and terminal registration

Device and extension inventory reporting

IPT user dashboard with voice quality reporting Status monitoring for MX-ONE services: CMG,

InAttend, ACS Media Server, MiCollab Advanced Messaging. www.martellotech.com Consult MPA 2.1 Release Notes

for all new features:

ALARM ANALYTICS

launched

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Premium SA Value Proposition

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Protect investment in leading edge Mitel telephony to prevent obsolescence, security vulnerabilities & interoperability problems

Grow business value of Mitel solutions with the latest technologies and features.

Proactively manage service quality to deliver a superior user experience.

Mitel Performance Analytics

24/7 access to Mitel technical support expertise

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MPA Service Tiers

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Mitel Performance Analytics – 2 Service Tiers

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Cloud-hosted or on-premise software that delivers fault & performance management solutions for enterprises – formerly known as Enterprise Manager.

Manages performance of Mitel and third-party systems (ie: servers, routers)

Offers simplified group operations for large multi-node networks

Mitel Performance Analytics PLUS

Cloud-hosted, fault & performance management software-as-a-service (SaaS) to manage service quality – formerly known as MarWatch.

Monitors performance of Mitel solutions

Mitel Performance Analytics

Chargeable uplift to Premium SWA Included with Premium SWA

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

CAPABILITY MPA MPA PLUS Deployment Options Cloud Cloud or Premises

Device Support Mitel Mitel + Third-Party

Trunk/Route/Gateway Utilization ✔ ✔

Remote Access/Single Sign-On ✔ ✔

Test Tools ✔ ✔

Alarms & Alarm Analytics ✔ ✔

Reporting ✔ ✔

Backups and SMDR Collection ✖ ✔

Group Operations Scheduler ✖ ✔

IPT User Dashboard ✖ ✔

Inventory Reports (users, sets, services) ✖ ✔

Advanced User Operations (moves, deletes) ✖ ✔

Set Inventory and Extension/Terminal Registration ✖ ✔

Key Features

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Supported Mitel Devices & Applications

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MPA MPA Plus Supported, with additional license

MiVoice Business N/A

MiVoice MX-ONE N/A

MiCollab N/A

MiVoice Border Gateway N/A

MX-ONE Application Servers (MiCollab Advanced Messaging, CMG, InAttend, ACS Media Server)

N/A

MiVoice Office 250 N/A

Mitel Business Dashboard

MiContact Center (Business/Office)

N/A

MiVoice Call Recording

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

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 Device (multi-vendor)

PathSolutions

• Third-party device support is available with the MPA Plus Service Tier.

• MPA can be configured to

monitor ANY SNMP device.

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

MPA Key Benefits

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Faster Problem Resolution

Increase Revenue

Customer Retention

Reduce Costs

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

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

*

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

Reduce Costs

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

• Consolidate management tools in one comprehensive offering.

• Avoid losses associated with downtime.

• Easy to deploy and manage in the cloud.

• Avoid costs of unnecessary capacity expansion with utilization data.

Reduce Costs

Faster Problem

Resolution Customer Retention

Increase Revenue

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

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

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

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

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

Fault & Performance Management Features

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

Performance Monitoring • Performance

• Voice Quality • System Performance • Application Performance • Network Performance

• Voice Quality • Mitel Minet IP phones (MiVoice Business) • Mitel SIP devices (MiVoice MX-ONE) • MBG – Teleworker and SIP trunking

• UC Performance • Digital / SIP Trunks (MiVoice Business/MBG) • SIP Trunks (MiVoice Business/MBG) • SIP and Legacy gateway utilization

(MiVoice MX-ONE) • Digital and SIP Routes (MiVoice MX-ONE) • Extensions / IP Sets (MiVoice Business/MX-ONE)

Focus on Mitel with network infrastructure coverage

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Alarms and Notifications

• Alarm management: • Alarms colour coded by location and

severity • Displayed on geographic map • Reduce alarm clutter: hide alarms, silence

alarms of same type, filter by severity. • Assign alarms and create/edit tickets.

• Alerts by email, SMS, Twitter… • Alert profiles for different users, days/times

of the week • Alarms can be sent as digest, for reduced

alert fatigue • In-browser alarm notification

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SMS

Alarm Types Device Alarms – generated by monitored devices Threshold Alarms – generated by MPA when configured threshold are exceeded (ie: voice quality) System Alarms – generated by MPA to indicate service problem for a monitored device (ie: “iSNMP unreachable”)

Real time, actionable data to resolve problems quickly

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Alarm Analytics: How it Works

In a SEA of data, SEE what’s most critical.

BEHAVIOUR-BASED filtering Assign an alarm? It’s rated HIGHER in importance

BEHAVIOUR #1 Assign Alarm

BEHAVIOUR #2 Hide Alarm

BEHAVIOUR #3 Ignore Alarm

Hide an alarm? It’s rated LOWER in importance

Doing NOTHING also lowers the alarm’s importance rating

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Alarm Analytics: Behaviours and Ratings

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• Alarms are presented according to their RATING, with those most important to the user presented FIRST.

• User behaviour for an alarm is tracked at three levels : 1. User rating 2. User label subscription 3. Rating for ALL users on the MPA system

Some user behaviours that impact alarm ratings: Flag alarm as ‘My Favorites’ Create/follow alarm labels Assign an alarm Hide an alarm

Clear/acknowledge an alarm Silence an alarm Create/edit a ticket

RATINGS

BEHAVIOURS

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

Reports & Quick Queries

• Reports • Performance & availability of devices over

reporting period • Customizable message and logo space

• 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 • Standard query types include:

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

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• Inventory • Alarm

• License • Audit Log

Reports demonstrate network performance & improve planning.

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Quick Queries

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Alarm Inventory License Threshold

Audit Log

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Test from IP Set – find source of issue to speed resolution.

Network Testing Tools • Context-aware Network tools available from

device dashboard:

• Ping / Traceroute / MTR / Iftop

• DNS / Reverse DNS

• SNMP MIB browser

• Remote IP set network test tools

• Media path from set

• MPA Connectivity test provides quick confirmation of device from MPA system

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Remote Access

• No VPN required • Connect to multiple customer network

devices at once • Single click access to monitored devices • Integrated web-proxy server for efficient remote

access to MiVoice Business ESM interface • Secure

• Authenticated & encrypted with SSL, SSH & HTTPS

• Remote access sessions are tracked in the Audit Logs

• Single sign-on (SSO) to MiVoice Business via ESM and shared SSO without credentials.

Access remote devices from anywhere for more efficient troubleshooting.

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

Device and Container Dashboard

Mobile Optimized iOS, Android

Tablets, Smartphones

Standard Web Browsers

Internet Explorer® Chrome® and

Firefox®

Critical Data Alarms filtered & matched with

map view

Brandable Logos, URL’s

colour schemes, fonts, etc…

Read-Only Widescreen

Option Dashboard

Views For the Reseller and Customer

Secure HTTPS/SSL

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

Device Discovery

Reports include:

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

Ideal for large, multi-node Mitel

networks.

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MPA scans the network and discovers devices speeding up the set-up process.

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

Advanced Management Features

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Group Operations

User Dashboard

Backups & SMDR Collection

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

Backups for MiVoice Business & MiVoice MX-ONE

• Configuration Details.

• Call history: incoming, outgoing, and duration.

• Embedded voice mail configuration and data.

• Scheduled or on-demand (single or group scheduling), with secure offsite storage.

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

• MiVoice Business/MiVoice MX-ONE can now be associated with multiple backup schedules including daily or monthly.

Value-add for business continuity..

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

SMDR Collection

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• SMDR Collection is available for

MiVoice Business

Office 250

Avaya IP Office

• ‘Scheduler Results’ report shows

Call success & failure

Provides a report download link

Value-add for business continuity..

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

Advanced Inventory Reporting

Create custom inventory reporting template for: Users Services

IP Sets Licenses

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Active Probes Device Inventory

MiVoice Licenses MiVoice Versions

MiVoice & MX-One Extensions Probe Details

All views can be saved & reports downloaded as a .csv

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Operations Scheduler

Reports include:

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

Backups

SMDR Collection

Internal MiVoice Business Operations:

• IDS Full/Incremental Sync

• Hot Desk Logout

• Go to Day/Go to Night Service

• Retrieve and Lock Backup Files

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Schedule common operations for groups of devices.

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

Scheduler Results Report

Reports include:

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

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• Download completed backup or SMDR files

• Confirm current state of on-demand & scheduled operations

• See recent results and success rate of scheduled operations

Confirm the outcome of a scheduled group operation.

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

IPT User Dashboard – MiVoice Business & MX-ONE

View data for each user, including voice quality for each call.

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Partner & Customer SUCCESS

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

Customer Success

Ours is a 24/7 business, so we cannot afford downtime. Mitel

Performance Analytics gives us a single pane of glass, alerting us to

problems quickly and offering insight into statistics and trends.

Mitel Performance Analytics allows us to be proactive and see problems as soon as they occur, preventing downtime or a decline in voice quality.

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The proactive monitoring service, powered by MPA protects our

investment in leading edge telephony. We know that problems like poor voice quality won’t impact our users, since

MPA will help our support partner to address the problem very quickly.

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

PARTNER SUCCESS

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

Essential Data & Voice

“…after trying to resolve a customer's persistent voice quality problem for 6 months with no success, we had it resolved within a week of deploying MPA”.

Total Communications

“Mitel Performance Analytics 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”.

CMC Technology Group

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

CUSTOMER SUCCESS

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

Angels the Costumier

We know that problems like poor voice quality won’t impact our users, since MPA will help our support partner to address the problem very quickly.

Harrow School

“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. MPA allows us to be proactive and be made aware of problems as soon as they occur, preventing downtime or a decline in voice quality”.

Libro Credit Union

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

Resources

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

MPA Sales Cheat Sheet

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MPA DIFFERENTIATORS Designed specifically for Mitel + multi-vendor device support Proactive service quality delivery model Simple, flexible deployment (cloud/on-premise) and operation

MPA KEY BENEFITS Grow partner revenues from service contracts Win & retain business with faster problem resolution Reduce cost of support delivery Meet SLA uptime commitments

MPA KEY FEATURES

24/7 performance monitoring Real-time alerts Reports Troubleshooting tools Secure remote access Advanced management tools (backups, etc.)

QUESTIONS? Subject matter experts

available at [email protected]

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

Mitel University Sales Training (Self Study)

• Course # 222905

Technical Training (Self Study)

• Installation & Maintenance (Course # T-MPA 2.0-IM-SS) • System Administrator

Leader-Led Training • Contact [email protected] • Onsite or web-based

http://mitel.absorbtraining.com

MPA Sales and Technical Training

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

Getting Started with MPA

Simplified System Configuration • System Configuration Wizard will make it

easier and faster to get your customers started on MPA.

With the System Configuration Wizard End Users can: Quickly register your system & enter a valid customer ID. Update or correct SMTP server settings. Configure a Twitter account to receive Twitter notification of

alarms. Configure a Twilio SMS account to receive SMS

notifications of alarms. Supply a Mapquest API key to enable map coordinate

lookup from street addresses.

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

MPA Plus vs. Enterprise Manager Comparison

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3rd party device support MX-ONE Support Cloud or On-Premises Support

Additional MPA Features

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

How to Buy

Mitel Performance Analytics available with Premium Software Assurance.

Included with Premium Software Assurance Subscription

Mitel Performance Analytics Plus

Chargeable uplift to Premium Software Assurance Subscription

MPA is automatically included when Premium Software Assurance is ordered.

MPA PLUS can be ordered under ‘Software Assurance’.

Mitel Performance Analytics ONLINE QUOTING TOOL

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