PhonEX ONE Analytics Solution for Microsoft Skype for Business

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1 Efficient time and resource management is the key when driving a business forward. PhonEX ONE ensures that expanding communication networks are deployed and used as efficiently as possible through in-depth analysis of call usage and quality, call routing and bandwidth utilization. Instant Messaging File Transfer Response Groups Voice Mail PhonEX ONE Analytics Solution for Microsoft Skype for Business Conferencing Voice &Video File Transfer Call Flow Fully web based Intuitive & secure web user interface Powerful Reporting Tool Consolidated reporting and analysis capabilities Accessible at any time, from any place Unrestricted availability regardless of location or the employed web browser Match internal calculations with carrier traffic Evaluation and identification of carrier billing errors Call-by-call analysis for over-billing detection All UC system integration One system supporting all UC platforms (Cisco UCM, MS Skype for Business, Avaya Aura) Reduce expenditure and minimize costs Make informed cost assignments for better cost management Adjustable to any business needs Adjustable to any business environment and requirements General Architecture Monitor and alert on misbehavior Monitoring and alerting capabilities for misbehavior detection

2 Solution Highlights PhonEX ONE s scalable and modular architecture, its flexible configuration and operating platform options make it a completely customizable solution that can meet the unique needs of any customer. Modularity enables further configuration even while the system is running, without interrupting traffic. Moreover, the system architecture supports an unlimited number of sites, hierarchies and extensions. Redundancy is meant to improve the system s availability and reliability: core components that include collector and processor have a master-slave architecture that runs in an active passive mode; SQL redundancy can be ensured by database mirroring (with/ without a Witness server), while the Web access is maintained through load-balancers. Key Features Employee and department bill back reports Traffic analysis reports for optimizing bandwidth and making decisions on required/redundant network resources Flexible report designer (selection of any CDR field) and report style branding (logo, color scheme, address) Report Builder allowing comprehensive filtering Comprehensive call rating module User monthly budget alerts and restrictions Multi-vendor officially certified PBX /UC systems (over 70 platforms; Cisco UCM, MS Lync and Avaya Aura recognition) Microsoft Skype for Business compliant Automatic organization structure synchronization

3 Integration with Microsoft Skype for Business (S4B) PhonEX ONE from MIND is a flexible, web-based solution for communications management and control in enterprises that deploy major UC environments (Microsoft Skype for Business/ Lync, Cisco Unified Communications Manager or Avaya Aura). The application delivers a consolidated unified communications reporting, traffic analysis and fraud detection tool suitable for any business domain/environment (finances, healthcare, real estate or education). Capable to offer in-depth analysis of every session type specific to unified communications (instant messaging, conferencing, response group, audio and video), PhonEX ONE can also accommodate VoIP PBXs, cellular activity and carrier data traffic. PhonEX ONE is the connector that takes the raw data from S4B/Lync server, converts it into a easy-to-read format and makes it available to all user categories. Data safeness, high availability and smooth operation are handled by the PhonEX ONE redundancy algorithms for the core processes: collection and data processing, reporting, as well as user web interface and MS-SQL back-end server. Three proprietary databases that are part of the Lync Monitoring Server deal with the storage of Lync user events: LCSCDR - for main session attributes; LCSLOG for IM content; QoE Metrics - for audio and video network characteristics. The PhonEX ONE system has been carefully designed to successfully deal with the increased number of tables, stored procedures and views that are specific to UC environments. PhonEX ONE UC Analytics solution intelligently queries S4B/Lync database and facilitates consolidated reporting and analysis of all UC usage. Peer-to-peer or conferencing, response groups, audio and video, desktop sharing or file transferred, instant messages or voice mails are all together available for the authorized users through the powerful and intuitive reporting platform.

4 Flexible Reports for Peer-to-Peer PhonEX ONE offers a series of advanced features that facilitate reporting and analysis of organization s entire network. It produces quick and clear reports on almost every aspect of the unified communications environment and can easily be tailored to suit each business needs. PhonEX ONE s flexible reports opportunities allows the creation of an unlimited number of user-definable report in summary or detailed format, with or without charts, including management notification by for ad-hoc report or through automatic reporting, export option to multiple formats and possibility to be saved for future use on a storage device. The reports are applicable on all communication aspects, including peer to peer (voice and video, IM, voic ), conferencing (meet-me-now, ad-hoc, session type), response groups (agent statistics, answered/ missed calls), quality of experience, as well as call flow details from the moment a call reaches an organization until it gets disconnected. Peer-to-peer sessions involving just two parties can be easily observed in build-in reports or by leveraging the power of a UC query interface. Information about session types (audio, video, IM) and their characteristics (when the call took place, duration, direction, involved parties and so forth) are available in one click of the mouse. Moreover, report data can be sorted and summarized according to each personal need (users, devices, departments or cost centers). A customizable report designer allows the user personalize the report output with logos, company details or any other relevant text. Large-scale file formats Present information in a wide-range list of formats: DOC, XLS, PDF, TXT, CSV Results delivery , Shared location(ftp/sftp, local or network attached storage)

5 Calls to Voice Mail Reports Unified voic system usually conveys information about user's competitiveness when dealing with incoming calls. Primarily, the voic comes as a fallback on missed calls (due to unavailable resources or inquires made outside working hours). Calls to Voice Mail report provides statistics and details (useful for both parties involved in a call) about all the calls that for different reasons reach the user s voic . In its summary format, the Voic Statistics report displays all the calls ( Auto-forwarded to VM, Not answered and sent to VM and Not answered by Response Group and sent to VM ) that ended in a voic within a defined period, considering organization s working/nonworking hours. More information about how and why were the callers guided to a voic are available in a Voic Details report. On-click or scheduled generation Set and automatically run reports at one s own pace (hourly, daily, monthly) Define and reuse Set the definition format once and take advantage of it any time Flexible user-rights assignment The users are endowed with more or less permissions to application menus Easy hierarchy management Synchronize your organization structure (through LDAP, ODBC) as easy as ABC

6 Conferencing Statistics Conferencing is one of the strongest features for communication and collaboration-enabled tools. The participant footsteps, such as the meetings they joined and their duration, the type of sessions they used (chat, application sharing, and audio/video), their connection through PSTN or enterprise network, are very simple to follow in one intuitive report. In depth analysis options Hyperlinks available for delving deeper for details Conference Statistics and Details, data and graphical representation are all aggregated under the same comprehensive report: Amount of conferences during a certain resolution Distribution of sessions by content type (AV, AV with PST, IM, App Sharing) Sessions duration, cost and number of IM exchanged throughout these sessions Audience involved in conferences (participants and unique organizers) Number of conference sessions per front-end pools Charge-back the conference organizer or organizer s department What if Compare the call cost by using different carriers and decide for the best-choice Charts in different layouts Select the convenient chart type: line, bar, pie, area Automatic Reports addressing managers and subordinates One single report that can be sliced and diced for individual party notification

7 Response Groups Skype for Business/ Lync facilitates the incoming calls routing through response groups allowing the caller to be in contact with the right problem-solver. PhonEX ONE depicts workflow-related information, such as number of calls successfully answered by the response group number; amount of calls forwarded to queues, picked up by the agent; as well as time statistics for all these calls (average duration for answered by agent calls, average wait time for answered/not answered by agents calls) that can pinpoint your under/overused resources (agents) in hectic days and making sure a good service level is still maintained. A set of reports dedicated to Response Group Statistics and Details is meant to reveal the agents commitment to dealing with customer care services by offering information on number of calls answered by employees, duration statistics or charts for workforce productivity.

8 Call Flows Reports The Call Flows report comprising information for end-to-end call legs (from the moment they are received in the S4B/Lync Server until its disconnection) has been specially designed to cover all the scenarios that are possible in a Lync environment - a direct user signaling or involving a response group, an answered or unanswered session with or without fallback options. The wait-time statistics allow company managers to estimate the employees effectiveness and the serviceability level the customer (caller) has experienced in order to proactively approach their customer service. The adjustable wait-time intervals have been designed to fit any service-level agreement. Automatic user login Smooth user authentication and authorization through SSO (single-sign on) or AD (Active Directory) Monthly budget Set a monthly amount for employees and set restrictions if exceeded

9 Quality of Experience User-centric voice and video call quality is important for every enterprise and since bandwidth cannot be endlessly expanded, it worth prioritizing the SIP traffic. Microsoft Skype for Business/ Lync server provides information about every RTCP-enabled endpoint while PhonEX ONE gets all the relevant call characteristics and makes them all available for system administrators use in fully customizable set of reports. Analysis on network characteristics may offer the answer to many questions and can identify the source problems: the user can leverage Mean opinion Score, Degradation, Jitter, AV Packets Loss, AV Packets Utilization, Roundtrip, Bandwidth with Caller/Callee URI, Caller/Callee IP address and port, gateway and trunk for getting an insight into the network sanity and decide the necessity of network investment. Monthly Poor Calls Statistics (Summary) report focuses on the number of poor calls as they are classified by the Skype for Business/ Lync based on the network characteristics (Jitter, Latency, MOS). Audio/ Video Call Characteristics Video and audio calls characteristics are segregated in Skype for Business/Lync, meaning that whenever a video call is completed, an audio call containing the audio related metrics is generated together with it. PhonEX ONE s custom report format designer offer the possibility to individually report the video call characteristics, showing information about bandwidth estimation, sender or recipient video resolution, HD video flag, bit rate, MOS, frame and packets loss in either a summary or detailed format.

10 PhonEX ONE Dashboard is an interactive and feature-rich graphical representation of system data which offers users the flexibility to analyze and interpret the most important elements in the system. All Dashboard monitors are completely customizable in order to meet the specific requirements of each user and provide the quick answers to key questions at a glance. All dashboard charts can be saved for later investigation, printed or send by to relevant personnel. Query Generator - PhonEX ONE s query tool enables detailed call analysis with extensive call filtering capabilities. Your reports will include only the information you need, formatted and configured exactly as you require (columns width and order, summary or detailed, including logos and company details). Redundancy helps improve the system s availability and reliability by ensuring that the system continues to function even in case of failure. Its overall functionality is to recover from and to prevent system s failure, and last but not least to increase the overall performance. Maintaining the front-end and back-end functionality of PhonEX ONE is essential. Budget Control on Lync is based on Microsoft propriety power shell that allows remote commands execution, having the main goal to create restriction for further voice calls if the overall monthly budget allocated for a user is exceeded. Vendor compliance - PhonEX ONE is a PBX independent platform, integrating with various network communication equipment including IP PBXs, hybrid systems and traditional PBXs. It is also capable of working with numerous other system elements such as Gateways, Gatekeepers and Routers. PhonEX ONE is certified against major UC systems including Lync 2013/2010, Cisco UCM, Avaya CM and fully compliant with Microsoft Skype for Business. Fraud detection tools ensure the optimization of performance and potential cost savings by eliminating the expenditures incurred from fraudulent phone usage. PhonEX ONE enables real time system usage monitoring by providing alert capability whenever certain thresholds are exceeded. Its powerful fraud detection tool enables the detection of misuse, abuse or fraud in company network.

11 US Office MIND Software Inc Prosperity Drive, Suite 220 Silver Spring, MD United States Tel: Headquarters MIND CTI Ltd. POB 144, Yokneam Ilit Industrial Park, Building 7 Israel, Tel: sales@mindcti.com UK Office MIND Software Ltd. Unit 9682 PO Box 6945 London, W1A 6US United Kingdom Tel: +44 (0) sales@mindcti.com US Office MIND Software Inc Prosperity Drive, Suite 220 Silver Spring, MD United States Tel: sales@mindcti.com Romania Office MIND Software Srl Str. Ciurchi nr , Tudor Office Center, et. 7 Iasi Romania Tel: sales@mindcti.com