Mitel Performance Analytics For Enterprises May 2016
Summary Mitel Performance Analytics: Service Quality Matters MPA Plus: Advanced Enterprise Features Fault & Performance Management Features MPA Service Tiers Key Benefits Customer Success Resources & Roadmap How to Buy 2 2014 Mitel. Proprietary and Confidential.
Service Quality Matters! Source Hard To Pinpoint Stalls User Adoption Poor Service Quality Fixing Costs Time & Money Depletes IT Resources
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
ADVANCED MANAGEMENT TESTING TOOLS PERFORMANCE MONITORING REMOTE ACCESS REPORTING & ANALYTICS 5 ALERTS MITEL PERFORMANCE ANALYTICS GROUP OPERATIONS
Mitel Focus with multi-vendor support Resolve voice quality problems faster Proven solution, deployed in 2,000+ networks globally IT Resources are used more efficiently Cloud or On-Premise deployment options Simplify management of large, multi-node networks
Proactive Support for Business Success Fault & Performance Management software for Mitel business communications solutions. PROBLEM Detect & address problems BEFORE they impact the user Lower support costs Increase user satisfaction & UC adoption rates Speed problem-to-resolution Use IT resources more efficiently Designed specifically for Mitel 7
MPA Plus: Advanced Enterprise Features Group Operations User Dashboard Backups & SMDR Collection Inventory Reporting 8
Backups and SMDR Collection for MiVoice Business MiVoice Business 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. Value-add for business continuity.. 9
Group Operations Network Discovery MPA scans the network and discovers devices, speeding the set-up process. Customer device inventory Performance data (by device) Device availability summary Ideal for large, multi-node Mitel networks. Reports include: 10
Group Operations Bulk Device Configuration Add & configure new devices in bulk, for more efficient provisioning. 11
Group Operations Operations Scheduler Schedule common operations for groups of devices. Backups SMDR Collection Customer device inventory Performance data (by device) Device availability summary Internal MiVoice Business Operations: IDS Full/Incremental Sync Hot Desk Logout Go to Day/Go to Night Service Reports include: 12
User Dashboard View data for each user, including voice quality for each call. 13
Advanced Inventory Reporting Create custom inventory reporting template for: Users IP Sets Services Licenses Customer device inventory Performance data (by device) Device availability summary Reports include: 14
Fault & Performance Management Features 15
Device and Container Dashboard Secure HTTPS/SSL Standard Web Browsers Internet Explorer Chrome and Firefox Mobile Optimized ios, Android Tablets, Smartphones Critical Data Alarms filtered & matched with map view Read-Only Widescreen Option Brandable Logos, URL s colour schemes, fonts, etc Dashboard Views For the Reseller and Customer 16
User Dashboard View data for each user, including voice quality for each call. 17
Performance Monitoring Performance Voice Quality System Performance Application Performance Network Performance Focus on Mitel with network infrastructure coverage Voice Quality Dimension Mitel Minet IP phones (MiVoice Business) Mitel SIP devices (MiVoice MX-ONE) MBG Teleworker and SIP trunking UC Performance Dimension Digital / SIP Trunks (MiVoice Business/MBG) SIP Trunks (MiVoice Business/MBG) Digital and SIP Routes (MiVoice MX-ONE) Extensions / IP Sets (MiVoice MX-ONE) 18
Alarms and Notifications Timely, actionable data to resolve problems quickly Alarm management: Alarms colour coded by location and severity Mapping with filtering for fast identification of problem sites Hide, assign and filter by severity Alarm Analytics SMS 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 19
Reporting Reports demonstrate network performance, and improve planning. 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 Reports & Quick Queries can be: Scheduled Previewed Retained Sent via email Quick Queries: Retrieve key data, delivered in.csv format Optional pie chart and pivot table display Standard queries include: Container alert profile Device thresholds Top 10 Critical devices Active/Inactive Users 20
Network Testing Tools Context-aware Network tools available from device dashboard: Ping / Traceroute / MTR / Iftop DNS / Reverse DNS SNMP MIB browser Test from IP Set find source of issue to speed resolution. Remote IP set network test tools Media path from set MPA Connectivity test provides quick confirmation of device from MPA system 21
Remote Access No VPN required Connect to multiple customer network devices at once Access remote device from anywhere for more efficient troubleshooting. 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 Audit Logs 22
MPA Service Tiers 23
Mitel Performance Analytics 2 Service Tiers Cloud-hosted or on-premise software that delivers fault & performance management solutions for enterprises formerly known as Enterprise Manager. Mitel Performance Analytics PLUS Manages performance of Mitel and third-party systems (ie: servers, routers) Cloud-hosted, fault & performance management software-as-a-service (SaaS) to manage service quality formerly known as MarWatch. Mitel Performance Analytics Monitors performance of Mitel solutions Offers simplified group operations for large multi-node networks 24
MPA Service Tiers & Supported Devices CAPABILITY MPA MPA PLUS Deployment Options Cloud Cloud or Premises Device Support Mitel Mitel Third Party Devices Remote Access Test tools Alerts Reporting Backups and SMDR collection Scheduler for Group Operations User Dashboard Customisable Reports Advanced User Operations (MiVoice Business) 25
MPA PLUS: Supported Devices & Third-Party Supported Mitel Devices & Applications Third-party device support is ONLY included with MPA Plus Managed Ethernet Switches Servers (Windows, Linux) ANY SNMP Device (multi-vendor) Uninterruptible Power Supplies (UPS) Innovation InnLine Voice Mail Red Box Call Recorder Routers (Cisco, Adtran) 26
MPA Key Benefits Faster Problem Resolution Reduce Costs Customer Retention 27 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. Reduce Costs Faster Problem Resolution Alerts ensure the right person receives actionable data at the right time. User Satisfaction Secure remote access to devices and active testing tools simplify troubleshooting. 28 2014 Mitel. Proprietary and Confidential.
Reduce Costs Access devices in any location for troubleshooting or maintenance avoiding the cost of onsite support visits. Avoid losses associated with downtime. Consolidate UC and network performance management tools in one comprehensive offering. User Satisfaction Reduce Costs Improve capacity planning with trunk utilization data. Faster Problem Resolution Easy to deploy, cloud or on-premise options. 29 2014 Mitel. Proprietary and Confidential.
User Satisfaction Consistently high service quality and less downtime results in satisfied users and higher adoption rates. Resolution of problem by 1 st level support increases user satisfaction. Increase Revenue User Satisfaction Early detection means problems can be resolved before the user is impacted. Reports demonstrate network performance and help with forecasting, planning & load balancing. Faster Problem Resolution 30 2014 Mitel. Proprietary and Confidential.
Customer Success 2014 Mitel. Proprietary and Confidential.
Service Quality Impacts the Bottom Line Large Australian customer avoids $$ on more bandwidth Persistent VQ problems in remote location. MPA detected that calls were using G.711, a 64Kbps codec. UK retailer avoided thousands in $$ losses MPA alerted them to a disconnected Mitel set used for ordering and service. Netherlands customer avoided purchasing licenses they didn t need. Customer with 9 locations planned to purchase 60 SIP trunk licenses. MPA SIP trunk usage data demonstrated only 6 were used over 30 days. 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 monitoring gives us confidence that we can avoid downtime. Mitel Performance Analytics allows us to be proactive and see problems as soon as they occur, preventing downtime or a decline in voice quality. 33 2014 Mitel. Proprietary and Confidential.
Mitel Performance Analytics gives us confidence that our network will perform reliably even under high volume conditions. 34 2014 Mitel. Proprietary and Confidential.
Sales and Technical Training Access to Dedicated Sales Experts Direct access to skilled sales agent Online and live training (1hr) Technical Training Self-study training Mitel University Leader-led onsite or online (1-3 hrs) 35 2014 Mitel. Proprietary and Confidential.
MPA Roadmap & Resources 36 2014 Mitel. Proprietary and Confidential.
Mitel Performance Analytics: Roadmap MPA 2.1 MPA 2.2 MPA tier Alarm Analytics Expanded testing tools Enhanced MiVoice MX-ONE Support MiVoice 5000 Support MPA PLUS tier MiVoice Business User Management moves, changes, deletes Networked BLF MBG Teleworker and SIP Trunk voice quality Customisable reports Group Scheduler Looking Ahead Middleware and Performance Updates Network test enhancements Analytics enhancements 37 2014 Mitel. Proprietary and Confidential.
How to Buy Mitel Performance Analytics available with Premium Software Assurance. Mitel Performance Analytics Included with Premium Software Assurance Subscription Mitel Performance Analytics Plus ONLINE QUOTING TOOL MPA is automatically included when Premium Software Assurance is ordered. MPA PLUS can be ordered under Software Assurance. Chargeable uplift to Premium Software Assurance Subscription 38 2014 Mitel. Proprietary and Confidential.
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