VSM @ Work

Problems with Skype for Business?

Skype calls fail to connect or drop out? Can’t hear meeting participants? Scratchy video quality? Skype for Business is fantastic when it works well. But lots can go wrong. Microsoft recommends watching 70 performance indicators to keep Skype for Business functioning flawlessly. That’s a lot to watch, never mind making sense of warning signs [...]

2018-11-22T14:54:49+00:00 November 22nd, 2018|VSM @ Work|

Network connectivity dragging down UC performance?

Networks are full of mystery. Connectivity can inexplicably drop out, data packets sometimes get lost or travel at snail’s pace, and network interfaces can slip off the radar. Certainly not what you need for something so fundamental to high-performing UC. You’ve got to have eyes and ears in the right places to keep UC systems [...]

2018-09-27T15:58:38+00:00 September 27th, 2018|VSM @ Work|

Puzzled by voice quality issues?

Analyzing scratchy calls for latency, jitter, and delay is one thing, but pinpointing their root causes is quite another. That’s because poor voice quality is often a symptom of malaise elsewhere in the UC application stack. So, while network monitoring flags malfunctioning network items interfering with voice quality, the root cause remains a mystery. Get [...]

2018-08-28T11:07:40+00:00 August 28th, 2018|VSM @ Work|

UC security threats keeping you awake at night?

There’s a reason why organisations lose $38 billion to toll fraud each year. Session Border Controllers (SBCs) that protect SIP trunking aren’t up to the job. They’re often unmanaged and forgotten, leaving gaping holes for fraudsters and hackers. Now that’s something to make you lose sleep. Turn the tables on attackers Today’s UC systems live [...]

2018-07-19T15:21:12+00:00 July 19th, 2018|VSM @ Work|

Attendant console call reporting like divining for water?

Attendant operators do important work, often providing a first point of contact for customers, and routing calls internally. But measuring how attendant calls are managed is a bit of a mystery. So, when it comes to reporting, business managers have to work a special kind of magic to divine results. When contact center reporting [...]

2018-06-28T10:16:35+00:00 June 28th, 2018|VSM @ Work|

Fine-tuning server capacity a bit hit and miss?

Oversupplied server capacity is a waste of money. But better than being caught short with too little capacity when call volumes peak. Right?   Both scenarios cost money. If only you could synchronize server capacity with the ebb and flow of call volumes. Turns out you can. Shine a light on call load VSM’s [...]

2018-05-01T13:31:19+00:00 May 1st, 2018|VSM @ Work|

Broken call flows stranding customers?

Callers hate broken call flows, because they can’t get through. But fixing things fast is only possible with up-to-date call flow information. When call flows stop working, things get dicey – callers can’t get through, they get confused and angry, hang up, and sometimes even call the competition. Fixing things fast requires up-to-date call [...]

2018-03-16T14:47:08+00:00 March 16th, 2018|VSM @ Work|

Incompatible changes disrupting your UC networks?

VSM Change Logs let you fix things fast When your UC network falls over, you’ve got to fix things fast before customers and staff get angry. Change logs pinpoint the number one culprit – incompatible changes. Trouble is, vendor change logs can be confusing and are rarely complete. No wonder network outages take so long [...]

2018-02-20T13:54:51+00:00 February 20th, 2018|VSM @ Work|

Paying for unused trunk capacity?

Paying for unused trunk capacity? Losing callers when trunks overload? Either way, both scenarios cost money. But it doesn’t have to be this way. Keeping trunk capacity right-sized is easier than you think – when you have the right tools. VSM monitors trunk usage in real-time, so you can retire unused capacity, or dial [...]

2018-03-15T14:02:34+00:00 December 7th, 2017|VSM @ Work|

More calls than agents can handle?

What’s going on? Workforce management (WFM) applications keep the right number of call centre agents on the job – so your customers always get an answer. But it’s a tightrope act because WFM tools also depend on real-time data from contact center reporting applications.  When the real-time data link breaks, you need to know [...]

2017-12-14T14:00:07+00:00 October 26th, 2017|VSM @ Work|