IP Telephony Lifecycle Management
Everyone has high expectations for voice service availability. This cannot be achieved
without proactive lifecycle management. A common goal is to consistently achieve
99.999% availability with 5.3 minutes or less of downtime per year. DataComm
understands that high availability and reliability are absolute requirements for all mission
critical applications, including IP telephony solutions.
In a world where all channels of communication - voice, video and data - are becoming an increasingly
important part of doing business, organizations are turning to the convergent comminication world, utilizing services such as IP Telephony (IPT). The reason: integration of voice and data infrastructure technologies delivers the benefits of added functionality, greater productivity and the potential for reduced costs.
However, reaping the benefits of an IPT infrastructure requires significant expertise, as IPT systems are built on highly sophisticated, yet still emerging technologies. As a result, IT managers and their in-house support resources, already consumed with existing performance and reliability issues, may face difficult scaling and training issues.
DataComm’s ShorNOC service is specifi cally designed to address these issues for your ShoreTel IPT Solution. By providing clear, detailed and accurate visibility to your system, our solution addresses the oversight, quality management and support that only an experienced IP Telephony Integrator can deliver. What’s more, ShorNOC can anticipate adverse incidents well before they occur, reducing the likelihood of failure and speeding the time to restoration.
Once your IP telephony solution is installed and configured, you require an end-to-end ‘Day 2’ management solution that monitors quality of service (QoS), systems infrastructure and the IP telephony applications, to ensure that the environment is performing to its optimum. Integrating voice and video services into an existing converged network infrastructure presents a variety of challenges. Not only are they resource intensive, but also service quality is highly performance sensitive and susceptible to interference. In addition to managing QoS, you must manage other important networks and devices that will affect the performance of the IP telephony system.
Service Deployment
Commission DataComm’s back-end systems to facilitate monitoring; Remote ShoreWare Director administration training, & remote connectivity
configuration.
Configuration
Initial off -site configuration archive. Notifications of changes made to “monitored devices.” Quarterly off - site archiving of ShoreWare Director configurations. Online managed device database
for asset tracking.
Fault
Reactive device/agent/port monitoring;
carrier fault management. Notification and automatic restart of down/hung monitored device. Notification of select monitored service log events. Notification and automatic “termination” of overloading processes. Notification of failed/degraded ShoreWare Director/ Distributed Server and ShoreGear Voice Switch (fan, NIC, hard disk, etc.)
Equipment Replacement
RMA Management
from DataComm’s NOC. Reconfigure replaced equipment remotely.
Technical Support
Break/Fix repair of telephony
environment with remote diagnosis
and repair by Certified Technicians.
Service Delivery Management
Yearly reviews between Management Staff and Certified Technicians to ensure quality and uninterrupted telephone service.
Operations Management
DataComm’s Network Operations Center offers a complete
Resource Management Center, escalation
management both internally and with vendors. Review of general statistics and test system recovery process. Updates to Virus-Scanning definitions and ShoreTel Firmware upgrades to ShoreWare Director Server.
Performance Management
Live device metric graphs, monthly, weekly, and daily health reports via secured web portal. ShoreTel
bundled reports also available.
Threshold Management
Major and Critical
threshold reporting and notification.
Proactive Engineering
Ongoing review of “Situations to Watch.” Weekly review of detected events and system generated
reports for errors. Optional Monthly or Quarterly health check and configuration analysis
- log file review for major errors and longdistance bill review.
Change Management
Tracking of changes to the ShoreWare Director Server. Management of Moves, Adds, Changes and Deletes (MACDs).