Monitoring, Auditing and Optimizing Resources for Avaya Communication Manager · 2019. 3. 1. ·...

© 2016 Starfish Associates, LLC. All Rights Reserved.

Starfish SolutionsMonitoring, Auditing and Optimizing Resources

for Avaya Communication Manager

© 2016 Starfish Associates, LLC. All Rights Reserved. 2

Company Overview

Starfish is a leading provider of telecom software solutions.

Starfish offers multi-vendor unified communication and contact center solutions to enable organizations to streamline and optimize telecom business processes.

Our solutions are deployed in large global enterprises and Fortune 500 companies.

Starfish is headquartered in Bridgewater, NJ.


Technology Platforms

Powered by core technology platforms, our solutions are designed and configured to address a wide range of telecom business needs for large enterprises.

Automation

Self Service

Monitoring & Optimization

CTI


Solutions

• Directory Solution

• Provisioning Solution

• List Manager

• Resource Manager

• CM Dashboard

• Call Analyzer

• Trunk Dashboard

Automation Solutions

Self Service Solutions

• Self Service Manager

• Password Solution

Monitoring & Optimization Solutions

CTI Solutions

• Click-to-Communicate:

ServiceNow Microsoft Office

• Agent Call Flow

http://www.starfishassociates.com/automation

http://www.starfishassociates.com/automation

http://www.starfishassociates.com/self-service

http://www.starfishassociates.com/self-service

http://www.starfishassociates.com/monitoring-optimization



Today’s Objectives

• Learn how your enterprise can benefit by monitoring, auditing and optimizing resources for Avaya Communication Manager and Cisco Unified Communications Manager.

• Highlight two new Starfish solutions to our Monitoring & Optimization portfolio: CM Dashboard and Call Analyzer.


Monitoring and Optimization Solutions

• Monitor: Capacity and Health Measurements• CM vital signs dashboard• CM capacity alerts and notifications

• Audit: Resource Usage Reports and Configuration Changes• CM configuration auditing• Agent, station and mailbox usage reports• Phone call usage reports outside the contact center

• Optimize: Identifying and Reclaiming Idle Resources• Idle and seldom used resource reporting• Bulk provisioning and de-provisioning of telephony resources

Audit

Optimize

Monitor




• Set warning and escalation thresholds that will trigger notifications when designated capacity measurements are reached.

• The polling period is configurable and the scope of the measurements cover a wide array of licensed resources.

• User-definable parameters and thresholds

Resource Manager – Monitor

Capacity Alerts




• Detailed audit of every MAC transaction for any object on CM.

• Ad-hoc query form for customized reports of current and historic data.

• Export reports to spreadsheet format.

Resource Manager – Audit

CM Auditor




Resource Manager – Audit

• Agent login ID, station and voice mailbox usage reports are sorted by number of idle days that are generated by extension ranges.

Usage Reports




Resource Manager – Optimize

• View agent login ID usage to highlight idle agents that consume licenses but are not in use.

• Reclaim and reuse idle resources with bulk provisioning functions

Agent Dashboard




CM Dashboard

CM Dashboard is a real-time executive summary display that provides visibility into the vital signs of communication systems (Avaya and Cisco), including CPU usage, gateway health and concurrent calls, alerts and more.

The Dashboard displays a dynamic user interface showing high level measurements on a computer or mobile device, with the ability to easily drill down to any communication system for detailed statistics.

The Dashboard also provides comprehensive reports andgraphs of historical data. Monitor




CM Dashboard

The Dashboard provides a visual snapshot of the overall health of all CMs in the enterprise.

Clicking on a specific CM will drill down on the measurements for that communication system.




CM Dashboard

For each CM, information is clearly displayed to monitor vital metrics including processor occupancy, gateway status, IP station stats, trunks, alarms and concurrent calls.

Clicking on a specific metricwill drill down on those measurements.




CM Dashboard

The Processor Stats page graphically displays the communication system CPU utilization by date range and time of day.

In addition, it displays the maximum, minimum and average usage.

The results can be exported to a CSV file.




CM Dashboard

The Gateway Information page provides all information on all gateways that are currently down.




CM Dashboard

The IP Station Stats page graphically displays the number of registered stations by date range and time of day.

The result can be exported to a CSV file.




CM Dashboard

The Trunk Information page provides information on all trunk groups, trunk ports and trunk numbers with a status of the trunk service state.

The Trunk Information page enables searching by one or more fields.




CM Dashboard

The Alarm Information page provides alarm details including alarm port, maintenance name, alarm type and alarm date.

The Alarm Information page enables searching by one or more fields.




CM Dashboard

The Concurrent Calls Stats page provides a visual snapshot of all active calls by date, time and frequency.





CM Dashboard

Solution Benefits

• Provides visibility for executives and telecom managers into the overall health of all CMs.

• Clean and crisp user interface that displays near real-time statistics of all CMs so critical adjustments can be made to support the needs of the business.

• Closely monitors call volume and correlates with events and activities, as well as analysis of CM call patterns and behavior.




Call Analyzer

Starfish Call Analyzer captures call detail records (CDR) from Avaya Communication Manager to analyze information outside the contact centerand generate reports. It uses this phone call related data to provide detailed analysis, real-time measurement visualization graphs and extensive reports.

Call Analyzer displays call logs and summary statistics of activities by phone user. In addition, it provides invaluable usage reports exposing idle or seldom used phones, detailed call logs, statistics of call disposition and call handling, plus voicemail callback detection.

Audit




Call Analyzer

The Call Log view provides a detailed display of call history including duration and disposition.

An indicator shows if voicemails were responded to in a timely manner.

An ad-hoc query form enables searching by user, phone extension, date range and time of day.





Call Analyzer

The Call Statistics view provides call handling details by user:

• Number of calls handled (inbound and outbound)

• Number of calls answered• Number of calls sent to voicemail• Average ring time• Average call duration• Score of call backs to voicemail

An ad-hoc query form allows to search by user details, phone extension and time range.





Call Analyzer

The Aging Details view provides station usage by CM, exposing idle or seldom used resources that could be subject to de-provisioning.





Call Analyzer

The Aging Summary view shows the number of idle stations per CM. The aging report provides a drill down view of station usage by CM. This information can help optimize station licenses.





Call Analyzer

Solution Benefits

• Provides call usage details on how users outside the contact center interact with customers.

• Provides call summary statistics by department and end user.

• Enables measurement of responsiveness to voicemail messages via voicemail callback detection.

• Displays detailed call log analysis measuring activities by station.

• Maximizes the efficient use of license capacity by exposing idle and seldom-used phones.




Starfish Associates

1200 US Highway 22

Bridgewater, NJ 08807

908-243-2900

www.starfishassociates.com

Contact Information

Monitoring, Auditing and Optimizing Resources for Avaya Communication Manager · 2019. 3. 1. ·...

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