MACQUARIE TELECOM MANAGEMENT TOOLS USER...
Transcript of MACQUARIE TELECOM MANAGEMENT TOOLS USER...
MACQUARIE TELECOM MANAGEMENT TOOLS USER GUIDE V1.2
22 SEPTEMBER 2015
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CONFIDENTIALITY STATEMENT
This document contains Macquarie Telecom Pty Limited propriety and commercially sensitive
information. Your company may disclose the information contained herein to any officer, employee,
contractor or agent who has specific need to access the information but only to the extent that such
disclosure is necessary for evaluating the products and services as described in this document and
subject to that person being obligated to maintain the confidentiality of the confidential and
commercially sensitive information.
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TABLE OF CONTENTS
INTRODUCTION ...................................................................................................................................... 1
1. MACQUARIE TELECOM MANAGEMENT TOOLS ................................................................ 2
2. MACQUARIEVIEW ................................................................................................................... 3
2.1 Features of MacquarieView ....................................................................................... 4
2.2 Service Inventory ....................................................................................................... 5
2.3 Order Management .................................................................................................... 8
2.4 Order Submission ....................................................................................................18
2.5 Order Tracking .........................................................................................................19
2.6 Billing .......................................................................................................................20
2.7 Managing your Company Contacts & Management Tools Users ...........................23
2.8 Managing your Company Notifications ....................................................................25
2.9 Managing your Personal Notifications .....................................................................27
2.10 Fault Management - Raising and Tracking Tickets .................................................27
3. FLEETVIEW - MOBILE FLEET MANAGEMENT ..................................................................29
3.1 What is FleetView? ..................................................................................................29
3.2 What can I do in FleetView? ....................................................................................29
4. INVIEW - NETWORK & HOSTING MANAGEMENT .............................................................30
4.1 Status Management .................................................................................................30
4.2 Threshold and Alert Management ...........................................................................30
4.3 Performance Management ......................................................................................31
4.4 Router Application Reporting (NBAR) .....................................................................31
4.5 Internet Flow Reporting ...........................................................................................32
4.6 WAN Diagnostics .....................................................................................................33
4.7 MPLS & QoS Reporting ...........................................................................................34
4.8 Monthly Performance Reports (CIO Report) ...........................................................35
4.9 Patch Scheduling .....................................................................................................35
4.10 Patch Application .....................................................................................................37
4.11 Website Monitoring ..................................................................................................38
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INTRODUCTION
This User Guide refers to the full suite of Macquarie Telecom online tools. This guide will assist you in
how to manoeuvre the tools, raise orders, log tickets and self-manage your Macquarie Telecom
services.
For more detail around fault SLAs, provisioning lead times, escalations and product information please
refer to the Macquarie Telecom Customer Support Manual – if you do not have a current copy of this,
please contact your Service Delivery Manager or your Account Executive.
FOR SUPPORT – PHONE MACQUARIEHUB
Within Australia: 1800 789 999
Outside Australia: +800 789 999 99
The ‘+’ sign is replaced by the access code for the country from
which you are calling, for example you would dial 001 800 789
999 99 from the USA or 00 800 789 99 99 from the UK.
If the international free call number is not available, please use +61 2 8098 4401.
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1. MACQUARIE TELECOM MANAGEMENT TOOLS
Our aim is to make it easier for you to see, manage and purchase services online as well as improve
the time it takes to deliver to your business.
Management Tools Training
You can request one-on-one training on our management tools suite by clicking on Help > Training
Request in MacquarieView or by contacting your Service Delivery Manager or Account Executive.
Easy to use interface
Built-in templates and a wizard guide you through the ordering process.
Transparency
You are able to see configuration information for all of your active products in the Service Inventory.
Value added services (VAS)
VAS are associated with each product (such as Antivirus, File Backups, HIDS).
Fast turnaround
Macquarie Telecom has a dedicated team of Project Managers and Provisioners for the management
and delivery of your online orders. This cuts down the time it takes to deliver to your business and fulfil
operational requirements.
Macquarie Contacts
We provide you with the contact details of the person managing your order or enquiry so you have
direct access.
Working to your schedule
You can indicate when you would like items to be implemented (standard lead times apply to the
delivery of all orders and services).
Create your own view
You are able to group your services in a way that makes sense to you.
Billing analysis
You have more control over your billing information i.e. edit or create new billing descriptions, site and
cost centres. We also provide you with an Analysis Tool which you can tailor to meet your billing
requirements and upload your invoice each month.
Fault management
You can log fault tickets and track these online for both service issues, enquiries and anything relating
to your invoice.
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2. MACQUARIEVIEW
MacquarieView is a unique, online telecommunication dashboard which enhances Macquarie
Telecom’s commitment to Personal Accountable Service (PAS). Intuitive, near real-time, and available
anywhere with an internet connection it allows you to manage your orders, alerts, bills, faults, and
check network performance levels from your computer. It can be highly personalised and spans all
your Macquarie Telecom voice, mobile, data and hosting services.
In time constrained business environments you need to quickly determine the status of your
telecommunication services. Now, with just a single sign-on, you can access easy to read summary
information for all your telecommunication services allowing you to quickly identify and examine areas
requiring a more detailed review.
Visibility of network performance can be critical in identifying problems highlighting when preventative
or remedial action is required. MacquarieView provides a summary of alerts for all your services
leading to a faster response and resolution cycle. These alerts are individually configured and can be
delivered via email or SMS. When managing resources and expectations you require current
information on the status of your orders and tickets. With real-time updates you can make the
decisions necessary to manage your business
Figure 1: Macquarie Telecom’s suite of online management tools
Delivering unparalleled efficiencies through ease of management, reporting and alerting.
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2.1 Features of MacquarieView
All of the below are available online.
Service Function Benefit
MacquarieView A near real-time, online service management dashboard. It allows you to manage your orders, alerts, bills, faults and performance of all your Macquarie Telecom services.
Saves you time and improves efficiency
Helps distribute critical data to a number of users
Gives you access to easy to read information about your services
InView A near real-time management and reporting tool specifically for data and hosted services. You can plan, monitor and troubleshoot issues across your network from the core to the edge of your infrastructure.
Improves your network performance with proactive management
Supports investment decisions with detailed data usage
FleetView A near real-time mobile fleet management and reporting system giving you control of expenditure, usage, call types, business and personal use, mobile inventory and cost centre allocation.
Controls the costs of your mobile fleet
Allows you to get clear information about your usage and cost
Reduces your administration overhead
Inbound Voice Reporting
The Inbound Voice Reporting tool offers you complete visibility of inbound call traffic on you 13, 1300 and 1800 business numbers.
Measures the effectiveness of sales and marketing campaigns
Manages your staffing levels
Inbound Call Plan Manager
Inbound Call Plan Manager is a highly flexible management tool that gives you the ability to manage your inbound voice services from your desktop anywhere in Australia.
Easy to use interface with location and time routing
Increases visibility and destination routing
Figure 2: Our online portals cover all aspects of your telecommunications solution
Delivering personalised information, internal efficiency, with visibility and control of your entire solution.
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2.2 Service Inventory
Macquarie Telecom Managed Services and Devices are fully integrated into Management Systems
that are deployed within Macquarie. Internal Configuration Management Data Bases (CMDB) contain
everything that is needed to provide a fully managed service. Macquarie Telecom makes this detailed
information easily accessible to customers in the online Service Inventory (SI). To access this system,
please log in to MacquarieView, then select Services and the line of business you want to view.
2.2.1 Hosting Service Inventory
In MacquarieView select Services > Hosting > Product View.
Figure 3: All your hosting products on one page
See the health of your entire hosting solution and what additional add-ons you have on one pane.
2.2.2 Application View
Application reporting in MacquarieView enables you to audit and report on the applications installed on
your Macquarie managed servers.
Utilising our management and automation tool platforms MacquarieView polls customer servers on a
regular basis, collates the installed programs and then presents the data in various formats within the
hosting service inventory.
This information is then available within MacquarieView. To find this feature navigate to Services >
Hosting Services > Application View.
Figure 4: Full applications configuration
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You have the ability to view the details of application by Server, App or count. You can also filter on
Operating System, Server or Application.
2.2.2.1 List Applications by Server or by Application
You can review the applications and determine which servers they are installed on. This assists with
managing applications.
You can:
See what servers are running certain applications
Find rogue apps that should not be installed; this can save resources and improve security
See if there are different versions of the same app installed so a support team can upgrade
them all to the current version (if necessary)
The filter settings at the top of the interface allow you to interrogate the entire environment and refine
the display depending on what you are looking for.
2.2.2.2 List Applications by Count
This is an efficient mode to use for license and software audits and counts the number of times an
application is installed. This is commonly used to determine if you are compliant with vendor license
agreements.
There are two main benefits of using this:
Software vendors require users to be responsible for license counts and this tool can be used to
provide information regarding the license status of assets
It can be used to find ‘missing’ license instances that are not being used and re-purpose them
for production systems
To access this feature click on the ‘Show by Count’ option at the top of the interface. The screen will
change to be similar to the one below:
Figure 5: Useful for application audits - see your applications and their counts
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2.2.3 Data Service Inventory
To access this system please log in to MacquarieView, then select Services > Network. From this
screen you are able to view your service details as a list, by technology type, by location or by
individual service details. You can also view any associated services and create Actions such as
raising an order, making a configuration change and logging a fault ticket.
Figure 6: Your network on one page
See the health of your entire data solution.
Figure 7: Quick view of your WAN links with additional (ACTIONS) requests
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2.2.4 Voice Service Inventory
To access this system please log in to MacquarieView, then select Services > Voice. From this
screen you are able to view your service details as a list, by technology type, by location or by
individual service details. You can also view any associated services and create Actions such as
raising an order, making a configuration change and logging a fault ticket.
Figure 8: All voice services on a single pane
2.3 Order Management
MacquarieView provides you with the ability to self-service your telecommunications solution.
MacquarieView allows you to create Small Adds/Moves/Changes (SMACs), order new services, make
changes to existing services, relocate your services, cancel services and order Value Adds. You are
also able to track your orders online and we provide you with the contact details of the Project
Manager or Provisioner managing your order so you can engage directly with the right person
immediately.
Figure 9: Control of your services
Order and change services when you need them with full control
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2.3.1 Order Pricing
When you raise an online order for Data, Hosting or Mobiles you will be provided with an online quote.
For Voice services (New/Change) please refer to the Macquarie Standard Price List (MSPL). You
must register to have access to the pricing via this link:
http://www.mspl.macquarie.net.au/MCTPricing/UserForms/frmlogon.aspx.
2.3.1.1 Terms & Conditions
The first time an order is triggered; the person placing the order must view and accept our online
ordering Terms and Conditions. Once the Terms and Conditions have been accepted, the Add a
Service wizard will appear. You can choose whether the new service will go on a 30 days rolling
contract or as per existing contract terms. To proceed click the Next: Confirmation button
2.3.2 Hosting Orders
Using the MacquarieView portal Macquarie Telecom hosting customers can order online a wide range
of new services, changes to existing services as well as add features to existing products. These order
types focus on the simple day-to-day actions that need to be executed quickly.
Online orders use step-by-step wizards to take users through the various technical, pricing and
scheduling stages related to progressing the request. These steps even allow multiple requests to be
included in the one order so they are executed at the same time. The online orders then pass to the
Macquarie ‘Online Provisioning Team’ where a qualified engineer will call within 15 minutes of you
placing the order. The engineer will confirm the details of your request, perform a standard quality
control process to limit any impact that might be caused and then perform and test your request. Once
submitted, you can track the status by going to Orders>View Orders.
Figure 10: Hosting orders are simple through a single click
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Figure 11: Making it easy for you - our wizards help you with the process
Figure 12: Submission with control
2.3.2.1 Enhancing Products & Value Add Services
Value Added Services (VAS) can be added directly to a product by simply going onto the details tab,
selecting the required service and clicking on the feature you require activated. This will launch an
order wizard to allow you to complete the order for submission and deployment.
Figure 13: Need to reduce risk or add capacity - easily add complementary services
Figure 14: Further options are available to customise your Value Add Service
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Figure 15: All major options are available to cover your operational requirements
Figure 16: Easy to implement, but if you need advice speak to an engineer
2.3.2.2 Changing an Existing Service
On the Product View page you can action a task on a specific service by selecting the drop-down
Action menu on the right of the screen. The Actions menu is content specific which means the
available items depend on the element selected.
2.3.2.3 Create a New Virtual Server
To create a new virtual server click on Order a Virtual Machine.
There are three options to choose from:
1. From our library. This enables you to use a series of templates as a guide (i.e. a Windows
productions server or a Linux Development server).
2. From your library. This will bring up a list of your current servers so you can copy their
configuration.
3. From scratch. Here you can create a virtual server with no assistance.
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The default option is to create a virtual server from our library. This requires you to identify the purpose
of the virtual machine: is it for production or testing/development? Type of platform: Windows or
Linux? What is the performance of the machine?
A slider will help you determine the size of CPU and RAM. This is done by simply selecting the S
(small), M (medium) or L (large). Once this is completed click on Next: Configuration then follow the
online wizard to complete the order.
2.3.3 Data & Network Ordering
2.3.3.1 Order a New Data Service
As a Macquarie Telecom customer you are able to order new data services online in MacquarieView.
Place an order and we will complete the review, make contact to finalise the details and start
provisioning the service.
1. Initiate the order: Order a Service > Network > Order a New Service
2. Enter details:
Type in the address (there is predictive search)
Phone number is optional
What best describes your site? (defaults to other)
The ‘Select new’ radio button will require the technology type selection and service speed to be
captured
The number of channels is only required for Voice Ready IP VPN
3. Copy site option (Reuse existing):
Want the same technology you already have at an existing site to be copied for the new
address? Click on ‘Reuse existing’ and choose an existing site and we will check if we can
provide the same technology at the new address.
Select from the existing addresses. Use the search filter to reduce the list size
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4. Qualify, Retrieve and Package:
The below will appear while the address is being qualified and we build the available technology
packages for selection.
5. Choose your technology:
The technology options will be provided on screen.
The speed can be changed within the technology.
The max speed filter can be selected and the value added services can be be turned on and off
in the left hand pane.
Click on Order.
6. Scheduling:
From the next screen you can select your order contact, Delivery Type (Regular/Accelerated)
and this will show you the estimated completion date.
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7. Enter Technical Details:
Do you have additional technical information you can provide to assist with the provisioning of
the order? Click on the “Enter Technical Details” button on the order confirmation pop-up or
from the order review page to provide billing details, request a new PSTN or provide additional
network and DSL information.
8. Who to contact?
Once your order has been submitted you will receive an order acknowledgement and
acceptance from the Macquarie Telecom team member who will be managing your order. You
can also check the details of who to contact by logging back into the Orders screen and
selecting your order – Contact Details will be on the right of the screen.
If you are unsure of this process or require further training please contact the Macquarie
Telecom Customer Service Trainers (Help > Training Request) or contact your Service
Delivery Manager or Account Executive for further details or to schedule a time for us to attend
an onsite demonstration.
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2.3.3.2 Change a Data Service
You are able to make the following changes via MacquarieView to your Data services via the ‘Order a
Service’ tab.
Figure 17: List of options available to order online
You can also take some additional actions by selecting a service on your Service Inventory page and
clicking on Actions. It will show you a list of available actions and Value Add services; examples of
these below.
Figure 18: Additional Value Add Services available by clicking Actions
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2.3.3.3 Relocate your Data Service
You are able to request a relocation of your existing Data services via the online tool. Please note that
if you require an ADSL link to be relocated and there is no existing PSTN at the site you will need to
have a new PSTN line installed. You can request this on the final Add Technical Details page and our
Provisioner will order the line for you.
Figure 19: On selection of Relocate My Service a wizard will initiate
You will then be taken to the online wizard and asked to provide address details. This will take you
through the same steps as the above Data Ordering screenshots.
Figure 20: Your current services will be displayed - select the one you want to relocate
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2.3.4 Voice Ordering
You are able to request multiple options for your Voice Services as listed below:
Figure 21: Full control of your voice service requirements
Change My Service: Should be used when you want to add or remove any features
(barring/diversions) to your existing services
Relocate My Service: Please note that Relocations are usually only possible for ISDN services.
If you are moving to a new site and require PSTN lines please raise an order for new PSTN
services (PSTN can only be relocated where the new and old sites go through the same local
exchange)
New PSTN: for ordering single or multiple analogue lines
New ISDN: for ordering single or multiple digital lines with 10/20/30 channels and 100 number
ranges
Redirect Voice Services: You are able to request a planned diversion of your voice lines via an
online CHANGE order. For EMERGENCY diversions, these can be done via the HUB team on
1800 789 999; however, these diversions only remain for a limited period of time
For pricing of ordering Voice services, please refer to the
Macquarie Standard Pricing List (refer section 2.3.1 Order
Pricing)
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2.4 Order Submission
All orders require a site contact and scheduling dates. You can choose to add your order to another
existing order if required.
Order Confirmation: From here you can choose your own name or reference for the order; you can
add to an existing order and this will show you the cost. You can also save the order as a Draft in this
page.
Figure 22: Submit or save your order as a draft
Order Deployment: The Nominated Customer Contact field will be the person the engineer will
contact regarding the order. This needs to be an existing Contact within your account so if they are not
listed, save the order as a Draft and then go to Settings > Manage Contacts to create the new
contact
Figure 23: Select your nominated contact within your organisation
Select when you want this deployed to your environment. If you choose to schedule the deployment to
a later date than the Standard Lead Times provided a calendar will appear enabling you to select a
date and time. Click Submit to continue and complete your order. You will be provided with an order
reference.
Figure 24: Select the date you want to deploy
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2.5 Order Tracking
To track your orders online go to Orders > View/Create Orders > Select the service type. Open
orders will appear automatically. You can also search for historical orders by reference or date.
Figure 25: Current and historic orders
We also provide you with the contact details of the Project Manager (PM) or Provisioner who is
managing your order so that you are able to speak with them directly regarding updates or changes.
Figure 26: Order and Macquarie Telecom contact details
If you saved your order as a Draft you can select it from the list and you will see the below screen.This
will allow you to Submit the order.
Figure 27: Submit your draft order or delete
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2.6 Billing
Keeping your costs under control is critical to the success of your business. Macquarie Telecom has a
long history of listening to customers describe the challenges of cost management and solving these
with one of the most advanced and customisable billing engines in the industry. All voice, data, hosting
and mobiles charges come through the same system and can be separated per product or entire
department allocations can be performed. From importing and allocating your internal cost centre
numbers into the bill, assigning spend alerts on various products and variable costs to multiple bill
formats with cost trending and analysis Macquarie Telecom has the answer for your cost management
problems.
Figure 28: Bill and cost management made easy
Figure 29: Our billing system provides you with macro and micro level information, coupled with full cost centre
control
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2.6.1 Bill Analysis Tool
You can download your raw billing data for the previous 12 months. You can then load into your own
data analysis tool. Alternatively you can download our billing analysis tool which will enable you to
identify month to month trends (Billing > Bill Analysis Reporting).
Figure 30: Full reporting is provided
We have provided an online guide on how to download and use this tool. You can find this in
MacquarieView under Help > Billing > Bill Analysis Reporting.
2.6.2 Manage your Bill Structure
You can download a template directly from our Billing page that can be amended and uploaded to do
any bulk changes to your Service Descriptions, Sites and/or Cost Centres by clicking on Billing >
Maintain Bill Structure.
Figure 31: Customise your billing so you see the important information first
To guide you in structuring your Macquarie bills sample bill structures have been made available.
Please contact your Service Delivery Manager or dedicated Management Tools Trainer for further
information.
For more information and instructions on how to use this tool please go to Help > Billing > Bill
Structure.
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2.6.3 How to Restructure a Bill
Step Description
1 Log into MacquarieView
2 Go to the Billing Menu option
3 Select Bill Structure
4 Select account (if there is more than one)
5 The screen will open to display the Workspace tab
6 Select the template type (complete or simple)
7 Click the generate button
8 A case number will appear below
9 Either await the auto page refresh or click the Refresh button to receive an updated status of system processing
10 A new message will be displayed that a file is ready for download
11 Click the Download Template button
12 Select open or save to save the file to a location of your choice
13 Within the template file you can update the columns labelled new if required e.g. new site description
14 Update the new cost centre description & new service description
15 Edit the fields as required
16 Save the file
17 To upload the file click browse & select the file then click upload
18 The system will validate the changes being made and will update the status within workspace page
19 Once successfully submitted an email will be sent to the user with the case number submitted
20 When the restructure is complete, the user will receive an update via email with a copy of the updated bill structure as an attachment
2.6.4 Tips for Restructure
When doing a complex restructure only upload the services you wish to change. On the Excel
sheet you can delete the rows that do not require any change before upload. Do not delete any
columns within the file as validation will be unsuccessful as the template format has been
altered. To assist shading has been used to highlight columns that should not be changed.
Cases submitted successfully on or before the 3rd last working day of the calendar month will
be effective on the same bill month. Standard file processing will be completed within 72 hours
of successful file submission.
Large accounts can take a while to load, validate and process. Please be patient and await the
auto page refresh or click the refresh button for updated statuses.
Mobile services will not be processed by this interface and will continue to only be available via
FleetView.
Cases submitted successfully online will be processed and confirmed via email once system
processing has been completed.
Only Excel files will be accepted for online submissions.
A successful online submission cannot be cancelled once within the status "Validation
Successful, Restructure in Progress".
Disabled buttons will appear as a mixed grey/blue button, enabled buttons will appear as a blue
button.
A unique file name must be used for all file uploads to ensure data integrity.
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The following characters should not be used: $ ) ( : _ + % * ? [ ] > ; = < } ^ { | @ # ! ~ ` -- ".
Please correct your entries within your template file prior to upload.
New sites & cost centres can be created by simply typing a new name within the destination site
and/or cost centre fields within your template.
Service description cannot be more than 40 characters.
The service number cannot be blank.
New site name cannot be more than 40 characters.
A cost centre cannot be more than 50 characters.
2.6.5 Bill Restructure Error Handling
If your file upload is unsuccessful an error message and/or a download file will become available for
your review. By simply clicking the download error file button you will be able to download error details
relating to the file upload. The file contains an additional column within the next available column
within the upload file displaying a specific error description against the row affected. Review the errors
and then reopen the original upload file again and correct as appropriate. Once completed save and
rename the file to be unique. For additional details please refer to the FAQ URL below and select Bill
Structure.
http://info.macquarieview.com/support/billing-faq.aspx
2.7 Managing your Company Contacts & Management Tools
Users
We require specific details of staff within your organisation that will be interacting with Macquarie
Telecom. Changes or updates to your staff contact details should be managed by you. For each
contact type more than one contact can be specified in MacquarieView.
2.7.1 Managing your Contacts
To add new members of your staff to the system you first need to add them as a contact. As an
administrator you will be required to ensure contacts are current and active. These include site
contacts for installations or faults. Go to Settings > Manage Contacts.
Figure 32: Your team changes and our tools with it
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2.7.2 Managing your Management Tools Users
Once you have added someone as a contact you can create a user ID for MacquarieView. You will be
able to select what levels of access the user has and how and when they should be contacted. Go to
Settings > Manage Users.
Figure 33: Make sure the right people can access the right information
From the next screen let us know if they are to be a User or Administrator (with more rights). The list of
contacts will appear and you can select the contact you want to give access to.
Figure 34: You ensure user details are correct
The next stage allows you to specify what access each user has depending on their role (defined by
you).
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Figure 35: You decide the level of access
2.8 Managing your Company Notifications
To ensure Macquarie Telecom contacts the right people for incidents, planned works etc. you need to
advise us of the right people for each function and each LOB. This ensures that we are
communicating issues to the right people and can assist in expediting the resolution of faults.
From the Manage Notifications screen you are able to add your contacts by order of priority. See the
below instructions on how to do this. You can add up to 5 individuals for us to contact.
If you do not populate this information there may be delays in
resolving issues as we often need to speak to someone to
confirm information and conduct troubleshooting. We rely on
you to keep this information current and correct.
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Figure 36: Manage who you want notified in an event
Figure 37: Up to five people will be notified as designated by you
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2.9 Managing your Personal Notifications
To ensure your team are receiving the right notifications you should ensure each user or contact has
been set up with the relevant Notification Preferences.
You can check and set these under the Settings > Manage Contacts tab by searching for a specific
contact. When you click into the contact details screen you will be able to select Notification
Preferences. From here each individual can let us know how and when they would like to be contacted
for specific settings.
Figure 38: Manage how you get notified for each type of service
2.10 Fault Management - Raising and Tracking Tickets
Macquarie Telecom prides itself on Personal Accountable Service via the MacquarieHUB, Hosting
Management Centre (HMC) and our Customer and Account staff. Each request or issue raised with
Macquarie directly is also tracked online and saved for later review. Tickets can be raised entirely
online without the need for phone or email contact and are managed with the exact same Personal
Accountable Service.
You can also raise tickets by calling the teams directly on 1800 789 999 and then track your ticket via
MacquarieView.
Figure 39: Raising a ticket online
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Figure 40: Full ticket management and tracking
FOR SUPPORT – PHONE MACQUARIEHUB
Within Australia: 1800 789 999
Outside Australia: +800 789 999 99
The ‘+’ sign is replaced by the access code for the country from
which you are calling, for example you would dial 001 800 789
999 99 from the USA or 00 800 789 99 99 from the UK.
If the international free call number is not available, please use +61 2 8098 4401
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3. FLEETVIEW - MOBILE FLEET MANAGEMENT
3.1 What is FleetView?
FleetView is a unique, online telecommunications management tool that can be used to manage your
fleet of Mobile products with Macquarie Telecom. With FleetView you can view a variety of reports on
your fleet, create group profiles to customise spend limits and then assign users to those group
profiles. You can also order mobile hardware online via the Online Shop.
3.2 What can I do in FleetView?
Manage your Mobile users’ details & settings
Manage your fleet profiles: Add/delete/change your fleet profiles
Manage your cost centres
Reporting: how to run, export and schedule
Order new handsets and accessories
Order new SIMs or numbers, port numbers across, change carrier
For a complete Administrator and User guide on the FleetView Mobile Management tool please log
into MacquarieView and go to Help > What’s New > FleetView II launch 30 March 2015 or go to the
link http://www.macquarietelecom.com/why-mt/management-tools/introducing-fleetview-2/ .
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4. INVIEW - NETWORK & HOSTING MANAGEMENT
For ordering and tracking new services, refer to 2.3 Order
Management, 2.4 Order Submission and 2.5 Order Tracking.
Maximising performance and minimising cost is a key use of MacquarieView. Ensuring the technology
platform provides the necessary performance for the applications and users are key tasks of a
Network or IT Administrator. However, developing internal tools to provide this information is
troublesome and costly and typically most telecommunications providers do not allow access to the
core network information. Macquarie sees this data as customer data and provides a specific
component attached to MacquarieView called ‘InView’ to access it.
4.1 Status Management
The status dashboard is configurable by product, by name or solutions that are designed by yourself.
This alone can replace internal dashboard tools performing a similar function.
Figure 41: Your network health on a single pane
4.2 Threshold and Alert Management
Performance issues can be difficult to diagnose and crippling to an organisation. Not everyone can
check graphs every day; the ability to set alert thresholds on parameters is key to a well-controlled
environment. Users expect the same performance day after day. Using the graph capability to predict
issues or simply setting an alert level give the IT department the ability to ensure performance is
stable, yet maximised for low cost.
Figure 42: You set when you want to be notified of capacity constraints or over usage
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4.3 Performance Management
Maximising performance means ensuring that you have enough resources and that they are being
used. Having this information available over hours, days, weeks and months means that costs can be
allocated where it is needed from where it is not.
Performance Management can also assist in trouble shooting. Overutilised resources lead to slower
response time and a poor user experience.
Figure 43: Detailed reporting of your resources
4.4 Router Application Reporting (NBAR)
One of the most challenging tasks for a network administrator is to determine who and what is using
the network. Many tools and reports can show that a network is being used to ‘98%’ capacity but
cannot what is actually causing that traffic. Macquarie looks specifically at two critical points in the
network: at the routers and at the internet gateway. Using industry standard protocols, this can provide
some insight into what specific applications are creating the most traffic on the network.
NBAR is available on Macquarie Managed CISCO Routers.
Figure 44: View usage by protocol - you need to know what your infrastructure is being used for
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4.5 Internet Flow Reporting
Using netflow data from the Macquarie gateway routers this provides a detailed breakdown on the IP
addresses and protocols that are using the internet. Reporting by TOP 10 IPs in and out can
determine which end points use the most traffic.
Figure 45: The top IP addresses being used
The same graph but this time showing the TOP 10 Protocols. This confirms what type of traffic is using
the internet service. If your business is web, then HTTP/HTTPS should be the highest consumer at
this point.
Figure 46: What protocols are being consumed through your internet service
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4.6 WAN Diagnostics
Managing a large number or sites/routers can be a challenge if every device needs to be queried for
the information. The Macquarie ‘WAN Health’ features in MacquarieView allow a single view covering
all sites provided by Macquarie Managed Network. This single view covers the status, performance
and detailed analysis and diagnostics to cover the network functions. On top of this MacquarieView
even brings site router configurations to the screen. To find this feature look under Self Service >
Network > InView Reports to access InView. The options are available under Network > WAN
Diagnostics.
Figure 47: Detailed WAN health and testing
Figure 48: You can go even granular to the individual service and router
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4.7 MPLS & QoS Reporting
A well performing MPLS/QoS network ensures that your entire WAN Network is operating at its peak
efficiency and is managing the application priorities within your business. When it is not operating well
or problems arise detailed information is needed on performance. This is not just up/down and
throughput but the performance of each application queue. MacquarieView has a number of metrics
and reports to help access this information.
Figure 49: Full management of your QoS makes sure your applications work efficiently
Figure 50: Full reporting allows you to effectively analyse any application performance issues
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4.8 Monthly Performance Reports (CIO Report)
You can download a monthly performance report for your WAN network and hosting environments.
You need to select the CIO Report button on the left and then you can select either PDF or Word format
to download your report. You can sort by date created on the right:
Figure 51: Ideal CIO reporting showing the high level performance of your network
This report highlights the following areas and forms part of your operational reviews with your Service
Delivery Manager or Account Executive:
WAN Health
Data Performance
Application Performance
Hosting Services
Internet Reporting
Backup Data
Tickets
Orders
Patches
4.9 Patch Scheduling
Once a month Macquarie Telecom will analyse and test the available patches (for both Windows and
Linux servers) and then release them to the customer base. At this point you should receive an email
advising that patches are available on MacquarieView.
4.9.1 Using the Web Patching Portal
1. Log in to MacquarieView.
2. Choose Self Service > Hosting > Server Patching from the menu. (NOTE: if you are not set
up to be a patching administrator you will get a permission error).
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Figure 52: Manage your own patching of your servers
3. A list of servers will appear. Indicate which servers need to be patched.
Figure 53: Only patch those machines you want to
Key
A: Approver’s name is the patching administrator who is completing the task.
B: Patches are grouped per month; only the current month can be patched. Check the Patch
advice period is correct. Note previous months’ patches can be viewed and are read only.
They are only there for historical view i.e. what was patched last month and what were the
results.
C: Select which server to patch.
4. If you want the latest patches applied to all servers tick all new patches on all
Windows/Linux servers check box. This will place a tick against every server.
5. If you only want to patch selected servers individually tick each check box.
D: In the Window of Operation From column choose what date and time to deploy the patch.
E: Status will indicate the current status. There are four status types:
Status Type Description
Pending Approval Waiting to be selected
Submitted Patches for that server will be deployed at the requested date and time
Applied Patches for that server have been deployed successfully
Failure At least one of the patches for that server has failed
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4.9.2 Viewing a List of Patches
To see a full list of patches that are available to a particular server the patch administrator clicks
anywhere on the line for that server (on the above screen).
Next to each patch are a brief description and the current status (see table above). If more information
about the patch is required click on the hyperlink in the Patch Name column to be directed to the
vendor’s knowledge base.
Each patch can be individually de-selected by removing the tick in the check box. Once satisfied with
the selections click the SUBMIT THIS SERVER button to complete. The patches will be run at the
requested date and time.
Figure 54: Complete list of previous patches implemented
4.10 Patch Application
When patching via the portal please anticipate that your server may reboot. This will be based on the
requirements of the patches selected.
We will not send individual notifications of the patching process, however, at the end of each day, an
email containing the results of the day’s activities will be sent to the patching administrator. If no
servers were selected no email will be sent. The email will contain a list of servers and feedback to the
success of the patching cycle.
The statuses of the patches are also viewable on MacquarieView and in your servers’ event/software
installation logs.
On the off chance of a fault (e.g. if the server reboots and fails to recover) Macquarie Telecom will be
notified via an open incident ticket which will automatically be generated through the process.
For more information on the Patching Portal and how to set
these up please request a copy of the User Guide ‘Web
Patching Portal’ from your SDM or Account Executive
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4.11 Website Monitoring
Website Monitoring allows you to monitor the performance including response time and availability of
up to 10 URLs per service. This section will cover three key areas:
Ordering a new website monitoring service
Accessing an existing website monitoring service
Upgrade your existing website monitoring service
To order a new Website Monitoring service
1. Log into MacquarieView and from the main menu select Self Service Hosting > Website
Monitoring
Figure 55: Website Monitoring under Hosting Self-Service
2. The website monitoring configuration screen will appear for the data to be captured.
Figure 56: Website Monitoring - Configuration
3. Enter billing details where new service is to appear on the customer invoice.
Figure 57: Website Monitoring - Details
Enter a valid description and select the InView level required and maximum number of URLs
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4. Order confirmation will appear. At this stage you can either deploy and submit your order or
save as a draft to submit later.
Figure 58: Website Monitoring - Confirmation
For existing website monitoring customers, this can be accessed as per below
1. Log into MacquarieView and from the main menu select Self Service Hosting > Website
Monitoring.
Figure 59: Website Monitoring under Hosting Self-Service
2. For multiple services choose the service ID to modify/view.
Figure 60: Website Monitoring – Active Services
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3. Monitor selected website performance.
Figure 61: Website Monitoring – Overview
4. Performance shows the page load time in ms for the date range selected.
Figure 62: Website Monitoring – Performance
Edit/delete existing website information
Add new website
Monitor response time over the last 24 hours in comparison to the previous week and month
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5. Select Timeline to view a filmstrip image of the site render timeline and HTTP archive.
Figure 63: Website Monitoring – Timeline
6. Thresholds can be set to alert on the ms response time and failure time.
Figure 64: Website Monitoring – Thresholds
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To upgrade your existing Website Monitoring number of URLs via the Service
Inventory homepage
1. From the MacquarieView home page select Hosting> Website Monitoring>upgrade URLs.
Figure 65: Website Monitoring – Upgrade maximum number of URLs
2. Enter maximum number of URLs required.
Figure 66: Website Monitoring – Upgrade maximum number of URLs - Configuration
3. Click on Next: Confirmation.
4. Save Draft or Deploy and submit the order.
Select Hosting
Upgrade maximum number of URLs
Enter Service description
Choose maximum URLs
MACQUARIETELECOM.COM
Sydney
Level 20
2 Market Street
Sydney NSW 2000
T (02) 8221 7777
F (02) 8221 7788
Melbourne
Level 1
441 St Kilda Road
Melbourne VIC 3004
T (03) 9206 6800
F (03) 9206 6888
Brisbane
Level 15
127 Creek Street
Brisbane QLD 4000
T (07) 3874 2300
F (07) 3874 2388
Perth
Level 10
251 Adelaide Terrace
Perth WA 6000
T (08) 9229 0000
F (08) 9229 0088
Adelaide
Level 5, Adelaide City Central
121 King William Street
Adelaide SA 5000
T (08) 8423 4446
F (08) 8363 9788
Hobart
49A Davey Street
Hobart TAS 7000
T (03) 6214 0000
F (03) 6214 0088
Canberra
Level 7
54 Marcus Clarke Street
Canberra ACT 6277
T (02) 6257 6277
F (02) 6257 7188
Intellicentre
Level 16
477 Pitt Street
Sydney NSW 2000
T 1800 789 999
F (02) 8204 5188
Intellicentre 2
17 – 23 Talavera Road
Macquarie Park NSW 2113
T (02) 8221 7256
F (02) 8221 7256
Toll Free Numbers
T 1800 676 272
F 1800 676 373