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 [...]
What's it for? Improve call quality and the reliability of trunk groups. Prevent DS1 circuits from slipping Eliminate breaks in audio as PCM frames realign Improve the reliability of the ISDN D-channel and therefore Trunk Group Availability Where do I find them? Media Gateway synchronization can be seen via DS1 Health in VSM's Service Desk [...]
What's it for? Observe the quality of calls in real time: Zoom in on certain Call Servers, Sites, or even individual Users Isolate the outliers Limit to specific quality bands Interactively establish common factors Where do I find them? VQM Calls in Progress dashlet is available in VSM's Service Desk module in Dashboards. Service Desks growing library [...]
Establish the root cause of a Media Gateway outage in just a few seconds with Media Gateway Timeout and Network Connectivity Reports: See the health of the connection between the Media Gateway and its Media Gateway Controller at a UC application level Compare that to the health of the network connecting the two using [...]