Ross Williams, Virsae CSO Loose definitions unhelpful to buyers of cloud services Legacy application providers occasionally ride on a broad definition of cloud, so they can answer ‘yes’ when questioned about their capabilities, when in fact their applications haven’t been architected for that style of delivery. Answering in the affirmative to the question ‘cloud’ shouldn’t [...]
by Gary Audin Published in Telecom Reseller October 2020 Network service management may be assigned to the IT staff but it is fundamental to the digital transformation of most businesses. Poor service is seen by the business’ customers as a measure of the quality of the products and services delivered. Therefore the C-level executives will [...]
SIP is a connection-less protocol, meaning there is no heartbeat between endpoints. Therefore, the health status of SIP entities like telco trunks cannot be observed in the same way as traditional trunks which alert to a loss of heartbeat. VSM reinstates the heartbeat approach and therefore proactive management through the use of SIP Options [...]
Data network and UC support teams have different skills, and it can be difficult for these teams to explain issues to each other. VSM’s ITIL service management framework provides these teams with a common language. This is illustrated well when VSM directly links media gateway issues to network performance. Like the canary in the [...]
Often the underlying cause of poor voice quality is very simple, but finding that cause is really difficult and time consuming. VSM keeps an ongoing watch on the most common causes of poor voice quality, proactively pointing support teams to the issue, and suggesting a fix. What's it for? Reducing the time to repair [...]
SIP (Session Initiation Protocol) is becoming the underlying protocol of everything. From IP Phones, to integrating applications, to telco trunks. Yet manufacturers don’t provide sufficient capability for trouble-shooting SIP. VSM takes all SIP messages, parses, links, stores and analyses them. This leads UC support teams directly to the cause of underlying issues. What's it [...]
What's it for? Provides a real time view of Avaya CMS system health at a glance, and significantly reduces time to repair by pin-pointing the underlying cause of issues. Covers: Server hardware and OS health Processor occupancy and uptime Backup status Connection to ACM status Number of CMS Supervisor clients connected VSM dashboards run [...]
What's it for? External call history (ECH) is an optional Avaya Call Management System (CMS) feature that allows you to transfer the CMS call record data to VSM for storage and processing. Due to the richness of detail provided, Contact Center Managers often see ECH records as the ‘nirvana’ of reporting. With ECH you [...]
What's it for? CMS Workforce Management Dashlet provides a real-time view of the status of Workforce Management (WFM) integration with Avaya CMS at a glance. WFM applications have an important role in scheduling the agent workforce, and are therefore seen as mission critical to contact center management. CMS streams data for real-time [...]
by Ross Williams, COO Published in UC Today, July 2020 A vast chunk of the global workforce now works from home, possibly for the long term, with many businesses saying they’re unlikely to point employees back to their office desks – at least not on a full-time basis. Giants such as Facebook are leading the [...]