Enterprise Monitoring and Information Management Platform
Monitor+ delivers a comprehensive monitoring and information management platform for enterprises wanting to regain control of their telecom infrastructure. Client organizations are empowered to improve availability and service level performance while lowering total ownership cost. Monitor+ supports the broad range of PBX, IP-Tel, servers and data devices. It consists of the following components:
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Proactive Health Checks:
Just as is advisable in managing your personal health, frequent health/status checks for telephone system devices and servers improve reliability and performance. This is in contrast to the industry standard practice of waiting until a problem or error persists to the point an alert is sent to the “mother ship” (i.e. the manufacturer’s call center) that may or may not prioritize the problem with the same urgency you would prefer. | |
Proactive Health Checks:
Just as is advisable in managing your personal health, frequent health/status checks for telephone system devices and servers improve reliability and performance. This is in contrast to the industry standard practice of waiting until a problem or error persists to the point an alert is sent to the “mother ship” (i.e. the manufacturer’s call center) that may or may not prioritize the problem with the same urgency you would prefer.
Proactive Health Checks:
Just as is advisable in managing your personal health, frequent health/status checks for telephone system devices and servers improve reliability and performance. This is in contrast to the industry standard practice of waiting until a problem or error persists to the point an alert is sent to the “mother ship” (i.e. the manufacturer’s call center) that may or may not prioritize the problem with the same urgency you would prefer.
Alert / Alarm Processing:
With Monitor+ you regain control and flexibility on how to prioritize and react to various levels of alerts, alarms, and other status changes identified via the proactive health checks, or the traditional (‘reactive”) alarms inherently generated by your PBX. We will work with your team to tailor the escalation and notification procedures for each device or device type.
Analysis & Restoration via our NOC:
Monitoring is of little value without the highly trained resources to prioritize, diagnose and initiate appropriate action. This function is highly customizable, ranging from self-support to full-service-maintenance with specific response/restoration windows. The NOC is a nexus of people, process and technology required to manage a network and its components. The services performed from the NOC range from ad hoc tasks performed on a T & M basis to a highly structured maintenance agreement with specific response time commitments.
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Other Monitor Offerings: |
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Proactive Health Checks
Just as is advisable in managing your personal health, frequent health/status checks for telephone system devices and servers improve reliability and performance. This is in contrast to the industry standard practice of waiting until a problem or error persists to the point an alert is sent to the “mother ship” (i.e. the manufacturer’s call center) that may or may not prioritize the problem with the same urgency you would prefer. |
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| Frequent and proactive health checks reduce both the frequency and duration of malfunctions that disrupt your business. Once critical contact center systems go down, customer relationships are impaired, center and agent productivity is diminished, and revenue is impacted. Often the marketing required to repair damage to the company’s reputation is substantial. These consequences can cost far more than implementing a system to proactively spot problems before they occur.
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Monitor+ works with most PBX and/or IP-Tel systems and a wide range of sub-systems such as IVR (interactive voice response units), voice mail, and contact center business applications. Even critical components such as SNMP-enabled UPS and CSU units can be pro-actively monitored by the Monitor+ platform. The status and error information collected is processed by the Monitor+ service in accordance with predetermined, customized processes described in the Alarm/Alert Processing section.
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Alarm / Alert Processing
With Monitor+ you regain control and flexibility on how to prioritize and react to various levels of alerts, alarms, and other status changes identified via the proactive health checks, or the traditional (‘reactive”) alarms inherently generated by your PBX. We will work with your team to tailor the escalation and notification procedures for each device or device type. Seamless integration with ticketing streamlines communications and provides an excellent audit trail of activities and costs.
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Alarm/Alert Processing is not limited to system errors or “problems” per se, but may also apply to traffic and other performance reports that are inherent to the PBX administration, or maintenance functions. Escalation procedures and notifications by email and text messaging may be customized by type of issue for each device. Thus a telecom manager may opt to receive a text message upon receipt of a “Major” alarm, yet just an email upon identification of an all-trunks-busy (ATB) threshold.
Likewise, creation of service tickets is automated based upon customized thresholds. The function of Service Request System “tickets” varies with each client situation based upon the package of services selected.
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Analysis & Restoration via our NOC
Monitoring is of little value without the highly trained resources to prioritize, diagnose and initiate appropriate action. This function is highly customizable, ranging from self-support to full-service-maintenance with specific response/restoration windows. The NOC is a nexus of people, process and technology required to manage a network and its components. The services performed from the NOC range from ad hoc tasks performed on a T & M basis to a highly structured maintenance agreement with specific response time commitments.
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The NOC also serves as a dispatch center with access to over 1,000 field technicians across the USA and Canada. Requests for MAC, cabling installation and break-fix repair requests are managed via a secure, web-accessible ticketing system. Using this service, support personnel can efficiently track projects, requests and trouble tickets across multiple platforms and time zones. Service+ tool set improves inter- and intra-company collaboration. It includes a complete service request and ticketing system that solves the problem of timely notification of PBX and IPT-related problems, and impediments to effective collaboration. By using a common access point, support personnel can remotely track all actions that have been taken to rapidly resolve their telecom problems, without increasing the number of support personnel involved. |
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