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Innovation | Collaboration | Evolution | Results

Problem & Incident Management

Moves & Changes

Remote Monitoring Capacity Management

SOFTEL Communications – Complete Managed Services Portfolio

Sometimes, technologies designed to increase productivity within an organization can also create complexity

and increasing risks when transitioning from legacy platforms to virtualized environments. If you find that

you are spending too much time managing your applications - instead of operating them, it’s time to talk

to SOFTEL Communications….

For nearly two decades, we have provided Day 2 Service Support, Monitoring and Management of solutions, applications, and devices across

converged client networks. Our Managed Services monitor IP-based communication system devices, applications, routers, and switches for

fault/failure and performance events. From our Network Operations Centers (NOC), we resolve Incidents and take the lead in co-managing

networks of applications across any infrastructure, as an extension of your IT team. We also provide visibility into the state of your network

through our best-in-class Remote Monitoring and Management Platform. Our advanced recording and reporting technology aggregates

performance, availability, and fault information into real-time, daily, and monthly reports. All of which allows you to simply get on with your

operations and leave the rest to us.

SOFTEL experts work closely with a business enterprise in all aspects of an integrated contact center and across UC strategies from people,

technologies, and processes to operations and best practices. We have extensive implementation and operation experience with a wide

range of Unified Communications Solutions:

SOFTEL Communications Managed Services

Business Partners

Incident Management Services

By placing your incidents for tracking and resolution in our ticketing and monitoring tool eliminates disjointed and conflicting processes and

ensures that incidents are dealt with exactly as you designed them to be. You can also define automate repeatable processes for regular or

similar occurrences, to increase efficiency and success in the future.

Prioritization | Incident Status Notifications | Vendor Pre-Set Renewals | Automated Notifications

Problem Management Services

Multiple incidents, leading to a major problem are identified, analyzed, tracked and resolved from discovery to resolution. Using ITIL Issue

Resolution processes, we complete a problem cycle with quality monitoring to ensure recurring incidents are kept to a minimum thereby

increasing stability and operational effectiveness.

Multi-Incident Tracking | Problem Management Team | Known-Issue Database | Pro-Active Resolution Path

Remote Monitoring and Management Services

Our Remote Monitoring and Management Services provide a single “pane of glass” (dashboard) for multiple UC networks. This allows

operators to efficiently manage all collaboration devices across cloud services, multiple clusters, and multiple geographical locations and gain

end-to-end voice application and network performance visibility.

Application-Level Monitoring | Diagnostics | Notifications | Inventories

Fault Isolation Through constant monitoring, we provide initial response, incident isolation and interaction with suppliers, working quickly to

isolate faults and enable any corrections.

Vendor

Interface

We provide arrangements for any on-site break/fix activities with multiple Vendors, co-ordinating procurement, or

replacement processes by co-ordinating problem resolution.

Fault Resolution We act to resolve faults through remote software administration, configuration, approved software patches, or vendor updates

through prior authorization with clients.

Incident

Tracking

We support full trouble ticket life cycle including problem description, root cause analysis, vendor interventions, resolution

description by diligently pursuing the ticket to resolution.

Multi-Incident

Analysis

We monitor, determine, and analyze the synergies of same or similar Incidents to determine and aid in multi-incident or

problem resolution.

Performance

Analysis

Our centralized application and system monitoring solutions are utilized to determine any performance issues as a likely

cause of multiple incidents or problems

Root-Cause

Analysis

Using all of the available information, we determine a probable root-cause analysis and provide actionable items where

necessary.

Resolution Path We provide a comprehensive resolution path for major incidents and problems.

Quality

Monitoring

During post-Issue Resolution, we focus and monitor components in isolation and as part of a solution or platform to ensure

ongoing Quality.

24/7/365 UC

Monitoring

We monitor, determine, and analyze the synergies of same or similar incidents to determine and aid in multi-incident or

problem resolution.

Network UC

Discovery

Our monitoring process automatically detects and includes new UC elements on the network, for inclusion in monitoring

and management.

Real-Time Alerts Immediate notifications are posted to internal or external parties for mission-critical UC applications or processes.

Detailed

Reporting

Historical recording and reporting includes; Interface and CPU Utilization, Error Logging, Data and UC Application Storage

Capacities, Asset Management, Scheduled Disk Maintenance, Performance, Availability, and listed Inventories.

Innovation | Collaboration | Evolution | Results

Capacity Management Services SOFTEL’s Capacity Management Service monitors, manages, identifies, controls, and predicts infrastructure capacities of telecom and UC

resources against established baseline requirements. All of the underlying IT infrastructure (SOA and Cloud Services) are identified for inclusion

are managed so that operational performance is consistently maintained providing a stable metered environment. Growth and expansion

factors are extrapolated to ensure a timely notification and intervention when capacities are nearing set thresholds.

Standard MACD Management Services Configuration Management and move, add, change and deletion (MACD) processing is managed through the SOFTEL ticketing system in

line with predefined change management processes as arranged with clients. Generally administered as a pre-paid block of activity, requests

for changes on Unified Communications platforms cover a wide variety of applications, solutions, and technologies.

Advanced MACD Management Services Beyond the general administrative MACD configuration, Advanced Configuration Management includes complex changes required of

software, hardware, middleware, and/or UC telco peripherals. Focusing on the operational, rather than the administrative, this service is fully

defined through a Scope and Statement of Work (SOW) document.

Why SOFTEL Managed Services? SOFTEL has been providing supporting services to contact centers for over 2 decades, in sectors such as Finance, Health Care, Retail, Utilities,

and Transportation. Our knowledge of applications, solutions, platforms, and operations, coupled with our experience in contact center

environments, providing a professional front-line service has benefitted dozens of leading global organizations, who operate complex Unified

Communications technologies. And we understand the bottom line. System downtime loses business, creates a work backlog, a damaged

reputation, and therefore costs money. With industry-level SLA’s and guaranteed time to Response, Restoration and Resolution, SOFTEL’s

Unified Communications and Contact Center Managed Services offer superior incident management. We are dedicated to restoring normal

service operations as quickly as possible, while minimizing impacts to business operations. We show Service Resolution in action through our

ticketing and monitoring portal which allows direct user access to the services provided on each site, includes key performance indicators

(KPI), system alarms, service performance, network usage, and much more. As a Single Point of Contact (SPOC) for all operational and

support matters, we assign our Customer Service Manager (CSM), heading our team delivering day-to-day tactical support. Our CSM’s are

on-hand to manage the strategic aspects of your operations, while maintaining the vital role of relations with on-site customers.

SOFTEL is passionate about providing Best in Class Managed Services to your Unified Communications & Contact

Center Operations. To find out more about our unique Service Packages, contact us today;

© SOFTEL Communications 2015

Gateway user administration UC Application Software

provisioning

UC Application Software

upgrades/enhancements UC Interface provisioning

SIP end-point allocations Device end-point allocations CTI/PBX/ACD Port Integration

updates

Route Point Integration

Updates

Roles/Permissions

allocations/updates

Application access

allocation/updates

Cloud Service integration

access/updates Telco/Carrier co-ordination

Contact Center Management Scripting Changes, Call Flows,

Prompts and Routing CTI Screen Pop Changes

CRM Interfacing Component

Changes