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Transcript of Improving Customer Satisfaction Through Advances in Remote Management Technology Greg Michel Product...
Improving Customer Satisfaction Through Advances in
Remote Management Technology
Greg MichelProduct Manager
Quintum Technologies Inc.
Introduction
Challenges of providing speedy and efficient customer support in enterprise networks
Ways of addressing these challenges Drawbacks of current methods Introducing a new paradigm A new remote management technology Benefits of this new approach
Challenges
Most enterprises have strict security policies Various NAT traversal solutions exist for VoIP
access but not for device management Direct access to gateways behind firewalls for
management purposes is impossible Greatly complicates the customer support
process Requires customer involvement in support
issues Adds delays, and extends customer downtime May require expensive site visit or truck roll
Remote Configuration and Management Is Challenged By Firewalls
Remote management is critical for “Customer Service.” Service Providers, VARs, Integrators, Network Administrators.
Firewalls deny accessibility. Establishing management sessions to all endpoints is not scalable.
Enterprise
PBX
Tenor VoIP Gateway
IP Phones & Clients
Configuration and Network Management
PSTN
IP
??
Possible Solutions
Install VoIP gateways outside firewalls Usually unacceptable due to security issues
Install VoIP gateways in the DMZ Better, but still not very appealing
Access gateways via a local PC running a secure client such as PC Anywhere Requires involving customer personnel at the remote
site Use phone and e-mail communications with on-
site customer personnel Very slow and requires customer personnel
involvement
IP NetworkRouter
Firewall/NAT
“Public” LAN
“Private” LAN
“DMZ” LAN
“Private” Port
“DMZ” Port
Install VoIP gateway in the public domain
Install VoIP gateways outside firewalls Usually unacceptable due to security issues Open to denial of service attacks
IP NetworkRouter
Firewall/NAT
“Public” LAN
“Private” LAN
“DMZ” LAN
“Private” Port
“DMZ” Port
Install VoIP gateway in the DMZ
Install VoIP gateways in the DMZ Better, but still vulnerable Open to denial of service attacks
IP NetworkRouter
Firewall/NAT
“Public” LAN
“Private” LAN
“DMZ” LAN
“Private” Port
“DMZ” Port
Install VoIP gateway on the private LAN
Install VoIP gateways on the private network Ideal solution from the enterprise point of view Management access now becomes an issue
IP Network
Indirect access using phone and e-mail
Indirect support Extremely slow and inefficient Requires skilled local staff involvement
PSTN
Customer SupportSpecialist
Service ProviderNOC
CustomerStaff
IP NetworkRouter
Firewall/NAT
“Public” LAN
Secure Access ClientRunning on Local PC
“DMZ” LAN
“Private” Port
“DMZ” Port
Use secure remote access software
Access VoIP gateways via a Secure Access Client Adds cost at remote site, not scalable Requires local support to enable secure access
There’s got to be a better way !
Need transparent, secure, direct access to CPE at the customer site, even if it is deployed behind corporate firewalls
Should provide access to install, configure, upgrade, and trouble shoot remote CPE with little or no local involvement
Should provide customer support personnel with a “just like being there” experience
Introducing a New Paradigm –The Remote Management Session Server Provides completely transparent, secure remote
access to CPE behind corporate firewalls Complete access to carry out all management and
maintenance functions without local involvement Standards based secure connection (SSH, SOCKS) Encrypted connection supports HTTP, FTP, Telnet “It’s just like being there” experience Automatic notification of install via e-mail Automatic download of logs via e-mail
Enabling Remote CPE Management –The Remote Management Session Server
RMSS sits on the public, or service provider, network and acts as a bridge between the Tenor and the management tools.
Network Administrators/Customer Support can manage access gateways anywhere.
Enterprise
PBX
Tenor VoIP Gateway
IP Phones & Clients
Configuration and Network Management
PSTN
IP
Remote Management Session Server
Benefits
Complete access for optimum customer support Automates remote site installation process No local customer involvement required No skilled staff required at remote site Much faster problem resolution Minimizes customer downtime Eliminates costly site visits or truck rolls Greatly improves customer satisfaction Leverages efficiency of customer support
personnel
Firewall/NAT
IP WAN
Firewall/NAT
CustomerSupport
Personnel
Tenor
Remote Customer SiteNOC
Enabling Secure Management of Remote Tenors
Secure management of remote Tenors behind firewallsFull remote management capability via Tenor Configuration Manager or CLISupports configuration, trouble shooting, diagnostics, and software upgrade
Central Remote Management Session Server
Firewall/NAT
IP WAN
Firewall/NAT
CustomerSupport
Personnel
Tenor
Remote Customer SiteNOC
Enabling Secure Management of Remote Tenors
Separate encrypted sessions insure network securityCentral PC console establishes an encrypted session with the serverRemote Tenor establishes a separate encrypted session with the sever
Central Remote Management Session Server
Firewall/NAT
IP WAN
NOC
Managing a Network of Remote Tenors
Support multiple remote sites from one central support locationSupports 100 simultaneous individual management sessionsUp to 5,000 Tenors can register to one management server
Tenor
Remote Customer Site
Tenor
Remote Customer Site
Tenor
Remote Customer Site
Tenor
Remote Customer Site
Tenor
Remote Customer Site
Central Remote Management Session Server
Firewall/NAT
IP WAN
NOC
Dual Redundant Servers for Maximum Reliability
Multiple management servers provide redundancyRemote Tenors can register to primary and secondary management
serversCentral PC console can access Tenors via primary or secondary server
Secondary Management Server
Tenor
Remote Customer Site
Tenor
Remote Customer Site
Tenor
Remote Customer Site
Tenor
Remote Customer Site
Tenor
Remote Customer Site
Primary Management Server
Firewall/NAT
IP WAN
NOC
Additional Network Management Functions
Automatic notification of network management eventsSends NOC an e-mail notification when a new Tenor registers to the serverMaintains logs of management sessions which can be e-mailed to NOC
Tenor
Remote Customer Site
Tenor
Remote Customer Site
Tenor
Remote Customer Site
Tenor
Remote Customer Site
Tenor
Remote Customer Site
Central Remote Management Session Server