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| ©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
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
You can be proactive, detecting and addressing performance issues BEFORE they impact the user.
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Performance Monitoring
Real-Time Alerts
Secure Remote Access
Better Service Quality
MarWatch - Service Quality for Business Success
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Key UC Management Challenges for Enterprises
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Business communications networks are increasingly
complex, and IT departments need better tools to manage them.
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.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 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
Speed problem-to-resolution
Use IT resources more efficiently
Designed specifically for Mitel
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
MarWatch Snapshot
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Secure Remote Access
• 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 demonstrate value.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Fault & Performance Management Options
Mitel MarWatch
• 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 Customer
• Monitors and manages Mitel products
Mitel MarWatch is also included with Premium Software Assurance & Support Subscriptions.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Key Benefits
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| ©2014 Mitel. Proprietary and Confidential. | ©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.
• Improve capacity planning with trunk utilization data.
• Easy to deploy, cloud or on-premise options.
Reduce Costs
Faster Problem Resolution
User Satisfaction
| ©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 ensures timely problem resolution.
Faster Problem
Resolution
Reduce Costs
User Satisfaction
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
User Satisfaction
• Consistently high service quality results in satisfied users.
• Resolution of problem by 1st level support increases user satisfaction.
• Early detection means problems can be resolved before the user is impacted.
• Reports demonstrate SLA performance and help with forecasting, planning & load balancing.
User Satisfaction
Faster Problem Resolution
Reduce Costs
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Key Features
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| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
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.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
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.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Testing Tools
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Pinpoint the source of a problem easily – for fast resolution.
• Network diagnostic tools launched from any device dashboard: - MTR -DNS/Reverse DNS - Ping - Iftop - Traceroute - SNMP MIB browser
• Remote IP set network test tools • Run IP traceroute directly from
MiVoice Business handsets.
• Connectivity test provides quick confirmation of device availability.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Secure Remote Access
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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.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
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
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
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.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
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.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
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..
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
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)
| ©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
COMING
Monitor ANY SNMP Device
Monitor any device type, from any vendor. Rapid configuration, without waiting for a software release.
NEW
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Premium Software Assurance
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Mitel MarWatch is now part of Premium Software Assurance
& Support, available to customers purchasing from authorized partners on Mitel
premise-based products.
Contact your authorized partner for more information on the MarWatch entitlement in Premium Software
Assurance.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
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”.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
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
| ©2014 Mitel. Proprietary and Confidential. | ©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 • Access to technical training
• Covers setup and general configuration
• Online (1–3hrs)
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| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Available Resources
• Fault & Performance Management Brochure
• Customer Experiences & Case Studies
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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.