Mitel Performance Analytics - Martello Tech

Mitel Performance Analytics For Enterprises

November 2016

| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.

• Mitel Performance Analytics: Service Quality Matters

• Fault & Performance Management Features

• What’s New in MPA 2.1

• Key Features

• MPA Service Tiers

• Key Benefits

• Customer Success

• Resources

• How to Buy

Summary

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| ©2015 Mitel. Proprietary and Confidential.

Service Quality Matters!

Poor Service Quality

Depletes IT Resources

Fixing Costs Time & Money

Source Hard To Pinpoint

Stalls User Adoption


Find & Fix Network Problems

Where’s the problem?

What looks like a Mitel voice quality problem usually isn’t.

Network Management + UC Management = Mitel Performance Analytics

| ©2015 Mitel. Proprietary and Confidential. 5 GROUP

OPERATIONS

REPORTING & ANALYTICS

ADVANCED MANAGEMENT

TESTING TOOLS

REMOTE ACCESS

ALERTS

PERFORMANCE MONITORING

MITEL PERFORMANCE ANALYTICS


Simplify management of large, multi-node

networks

IT Resources are used more

efficiently

Mitel Focus with multi-vendor

support

Resolve voice quality

problems faster

Cloud or On-Premise

deployment options

Proven solution, deployed in 5,000+ networks

globally


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 Increase user satisfaction & UC adoption rates Speed problem-to-resolution Use IT resources more efficiently Designed specifically for Mitel


What’s New in MPA 2.1

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Full feature parity with Enterprise Manager and expanded MiVoice MX-ONE functionality.

NEW FEATURES added to complete and improve Enterprise Manager feature parity: Advanced User Operations for MiVoice

Business (moves, adds, deletes) Single sign-on and shared single sign-on to

MiVoice Business Alarm monitor – in-browser notification

replaces system tray. SDS error rate with alarms

Expanded MiVoice MX-ONE support: Route utilization

Gateway utilization (SIP/Legacy)

Scheduled backups & results reporting

Extension and terminal registration

Device and extension inventory reporting

IPT user dashboard with voice quality reporting Status monitoring for MX-ONE services: CMG,

InAttend, ACS Media Server, MiCollab Advanced Messaging. www.martellotech.com Consult MPA 2.1 Release Notes

for all new features:

ALARM ANALYTICS launched


Fault & Performance Management Features

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Performance Monitoring • Performance

• Voice Quality • System Performance • Application Performance • Network Performance

• Voice Quality • Mitel Minet IP phones (MiVoice Business) • Mitel SIP devices (MiVoice MX-ONE) • MBG – Teleworker and SIP trunking

• UC Performance • Digital / SIP Trunks (MiVoice Business/MBG) • SIP Trunks (MiVoice Business/MBG) • SIP and Legacy gateway utilization

(MiVoice MX-ONE) • Digital and SIP Routes (MiVoice MX-ONE) • Extensions / IP Sets (MiVoice Business/MX-ONE)

Focus on Mitel with network infrastructure coverage

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Alarms and Notifications

• Alarm management: • Alarms colour coded by location and severity • Displayed on geographic map • Reduce alarm clutter: hide alarms, silence

alarms of same type, filter by severity. • Assign alarms and create/edit tickets.

• Alerts by email, SMS, Twitter… • Alert profiles for different users, days/times of

the week • Alarms can be sent as digest, for reduced

alert fatigue • In-browser alarm notification

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SMS

Alarm Types Device Alarms – generated by monitored devices Threshold Alarms – generated by MPA when configured threshold are exceeded (ie: voice quality) System Alarms – generated by MPA to indicate service problem for a monitored device (ie: “iSNMP unreachable”)

Real time, actionable data to resolve problems quickly


Alarm Analytics: How it Works

In a SEA of data, SEE what’s most critical.

BEHAVIOUR-BASED filtering Assign an alarm? It’s rated HIGHER in importance

BEHAVIOUR #1 Assign Alarm

BEHAVIOUR #2 Hide Alarm

BEHAVIOUR #3 Ignore Alarm

Hide an alarm? It’s rated LOWER in importance

Doing NOTHING also lowers the alarm’s importance rating

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Alarm Analytics: Behaviours and Ratings

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• Alarms are presented according to their RATING, with those most important to the user presented FIRST.

• User behaviour for an alarm is tracked at three levels : 1. User rating 2. User label subscription 3. Rating for ALL users on the MPA system

Some user behaviours that impact alarm ratings: Flag alarm as ‘My Favorites’ Create/follow alarm labels Assign an alarm Hide an alarm

Clear/acknowledge an alarm Silence an alarm Create/edit a ticket

RATINGS

BEHAVIOURS


Device and Container Dashboard

Mobile Optimized iOS, Android

Tablets, Smartphones

Standard Web Browsers

Internet Explorer® Chrome® and

Firefox®

Critical Data Alarms filtered & matched with

map view

Brandable Logos, URL’s

colour schemes, fonts, etc…

Read-Only Widescreen

Option Dashboard

Views For the Reseller and Customer

Secure HTTPS/SSL

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IPT User Dashboard – MiVoice Business & MX-ONE

View data for each user, including voice quality for each call.

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Reports & Quick Queries

• Reports • Performance & availability of devices over

reporting period • Customizable message and logo space

• 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 • Standard query types include:

Reports & Quick Queries can be: Scheduled Previewed Retained Sent via email

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• Inventory • Alarm

• License • Audit Log

Reports demonstrate network performance & improve planning.


Quick Queries

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Alarm Inventory License Threshold

Audit Log


Advanced Inventory Reporting

Create custom inventory reporting template for: Users Services

IP Sets Licenses

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Active Probes Device Inventory

MiVoice Licenses MiVoice Versions

MiVoice & MX-One Extensions Probe Details

All views can be saved & reports downloaded as a .csv


Test from IP Set – find source of issue to speed resolution.

Network Testing Tools • Context-aware Network tools available from

device dashboard:

• Ping / Traceroute / MTR / Iftop

• DNS / Reverse DNS

• SNMP MIB browser

• Remote IP set network test tools

• Media path from set

• MPA Connectivity test provides quick confirmation of device from MPA system

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z

Remote Access

• No VPN required • Connect to multiple customer network

devices at once • Single click access to monitored devices • Integrated web-proxy server for efficient remote

access to MiVoice Business ESM interface • Secure

• Authenticated & encrypted with SSL, SSH & HTTPS

• Remote access sessions are tracked in the Audit Logs

• Single sign-on (SSO) to MiVoice Business via ESM and shared SSO without credentials.

Access remote devices from anywhere for more efficient troubleshooting.

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Backups for MiVoice Business & MiVoice MX-ONE

• Configuration Details.

• Call history: incoming, outgoing, and duration.

• Embedded voice mail configuration and data.

• Scheduled or on-demand (single or group scheduling), with secure offsite storage.

• Downloadable file (for restoring) easily accessible via web browser.

• MiVoice Business/MiVoice MX-ONE can now be associated with multiple backup schedules including daily or monthly.

Value-add for business continuity..

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SMDR Collection

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• SMDR Collection is available for

MiVoice Business

Office 250

Avaya IP Office

• ‘Scheduler Results’ report shows

Call success & failure

Provides a report download link

Value-add for business continuity..


Device Discovery

Reports include:

• Customer device inventory • Performance data (by device) • Device availability summary

Ideal for large, multi-node Mitel

networks.

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MPA scans the network and discovers devices speeding up the set-up process.


Bulk Device Configuration

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Add & configure new devices in bulk, for more efficient provisioning.


Operations Scheduler

Reports include:


Backups

SMDR Collection

Internal MiVoice Business Operations:

• IDS Full/Incremental Sync

• Hot Desk Logout

• Go to Day/Go to Night Service

• Retrieve and Lock Backup Files

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Schedule common operations for groups of devices.


Scheduler Results Report

Reports include:


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• Download completed backup or SMDR files

• Confirm current state of on-demand & scheduled operations

• See recent results and success rate of scheduled operations

Confirm the outcome of a scheduled group operation.


MPA Service Tiers

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Mitel Performance Analytics – 2 Service Tiers

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Cloud-hosted or on-premise software that delivers fault & performance management solutions for enterprises – formerly known as Enterprise Manager.

Manages performance of Mitel and third-party systems (ie: servers, routers)

Offers simplified group operations for large multi-node networks

Mitel Performance Analytics PLUS

Cloud-hosted, fault & performance management software-as-a-service (SaaS) to manage service quality – formerly known as MarWatch.

Monitors performance of Mitel solutions

Mitel Performance Analytics

Chargeable uplift to Premium SWA Included with Premium SWA


CAPABILITY MPA MPA PLUS Deployment Options Cloud Cloud or Premises

Device Support Mitel Mitel + Third-Party

Trunk/Route/Gateway Utilization ✔ ✔

Remote Access/Single Sign-On ✔ ✔

Test Tools ✔ ✔

Alarms & Alarm Analytics ✔ ✔

Reporting ✔ ✔

Backups and SMDR Collection ✖ ✔

Group Operations Scheduler ✖ ✔

IPT User Dashboard ✖ ✔

Inventory Reports (users, sets, services) ✖ ✔

Advanced User Operations (moves, deletes) ✖ ✔

Set Inventory and Extension/Terminal Registration ✖ ✔

Key Features


Supported Mitel Devices & Applications

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MPA MPA Plus Supported, with additional license

MiVoice Business N/A

MiVoice MX-ONE N/A

MiCollab N/A

MiVoice Border Gateway N/A

MX-ONE Application Servers (MiCollab Advanced Messaging, CMG, InAttend, ACS Media Server)

N/A

MiVoice Office 250 N/A

MiContact Center (Business/Office) MiVoice Call Recording


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

ANY SNMP Device (multi-vendor)

PathSolutions

• Third-party device support is available with the MPA Plus Service Tier.

• MPA can be configured to

monitor ANY SNMP device.


MPA Key Benefits

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Reduce Costs

Faster Problem

Resolution

User Satisfaction


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 and active testing tools simplify troubleshooting.

Reduce Costs

Faster Problem

Resolution

User Satisfaction

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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

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User Satisfaction

• Consistently high service quality and less downtime results in satisfied users and higher adoption rates.

• Resolution of problem by 1st level support increases user satisfaction.

• Early detection means problems can be resolved before the user is impacted.

• Reports demonstrate network performance and help with forecasting, planning & load balancing.

Increase Revenue

User Satisfaction

Faster Problem

Resolution

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Customer Success


Service Quality Impacts the Bottom Line…

Large Australian customer avoids $$ on more bandwidth Persistent VQ problems in remote location. MPA detected that

calls were using G.711, a 64Kbps codec.

UK retailer avoided thousands in $$ losses MPA alerted them to a disconnected Mitel set used for ordering

and service.

Netherlands customer avoided purchasing licenses they didn’t need. Customer with 9 locations planned to purchase 60 SIP trunk licenses. MPA SIP trunk

usage data demonstrated only 6 were used over 30 days.


Customer Success

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Ours is a 24/7 business, so we cannot afford downtime. Mitel

Performance Analytics gives us a single pane of glass, alerting us to

problems quickly and offering insight into statistics and trends.

Mitel Performance Analytics allows us to be proactive and see problems as soon as they occur, preventing downtime or a decline in voice quality.

The proactive monitoring service, powered by MPA protects our

investment in leading edge telephony. We know that problems like poor voice quality won’t impact our users, since

MPA will help our support partner to address the problem very quickly.


Service Quality Management Use Cases

School experiences persistent echo on voice calls. Over a 6 month period,

partner tries unsuccessfully to resolve.

Within a week of deploying MPA, problem (faulty switch) is detected and

the voice quality problem is resolved.

Retailer’s IP set is disconnected during busy holiday season, leading

to hours of downtime and thousands of $$ in losses.

MPA detects the disconnected set immediately, avoiding downtime and

revenue loss.

Rapid growth causes strain on the customer’s network and voice problems became an issue.

MPA tracks and reports on trunk usage, and provides data on CPU/memory/disk usage.

Customer scales systems in advance with this data, preventing problems.


Service Quality Management Use Cases

Poor network and voice quality performance in remote locations leads

customer to plan large spend to increase bandwidth.

MPA detected that calls were using G.711, a 64Kbps codec, which was causing the performance problems.

Customer avoided extra $$.

Customer complains of poor voice quality, and the partner believes Mitel

equipment has malfunctioned.

MPA identifies a network disconnection. Voice quality improves, and the customer avoids thousands

of $$ in replacement costs.

Mitel customer with 9 locations forecasted the need for 60 new

SIP trunk licenses.

MPA trunk utilization data demonstrated that only 6 were used over 30 days,

delaying cost of new licenses.


Resources

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Mitel University Sales Training (Self Study)

• Course # 222905

Technical Training (Self Study)

• Installation & Maintenance (Course # T-MPA 2.0-IM-SS) • System Administrator

Leader-Led Training • Contact [email protected] • Onsite or web-based

http://mitel.absorbtraining.com

MPA Sales and Technical Training

mailto:[email protected]


Getting Started with MPA

Simplified System Configuration • System Configuration Wizard will make it

easier and faster to get started on MPA. With the System Configuration Wizard you can: Quickly register your system & enter a valid customer ID. Update or correct SMTP server settings . Configure a Twitter account to receive Twitter notification

of alarms. Configure a Twilio SMS account to receive SMS

notifications of alarms. Supply a Mapquest API key to enable map coordinate

lookup from street addresses.

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MPA Plus vs. Enterprise Manager Comparison

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3rd party device support MX-ONE Support Cloud or On-Premises Support

Additional MPA Features


How to Buy

Mitel Performance Analytics available with Premium Software Assurance.

Included with Premium Software Assurance Subscription

Mitel Performance Analytics Plus

Chargeable uplift to Premium Software Assurance Subscription

MPA is automatically included when Premium Software Assurance is ordered.

MPA PLUS can be ordered under ‘Software Assurance’.

Mitel Performance Analytics ONLINE QUOTING TOOL

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#Mitel

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