ATTENDANT CALLS REPORT

What's it for?

Historically the performance of the attendant (operator) pool was very difficult to measure. VSM Attendant Calls Report provides call center-like reporting for attendant consoles.

Measure and trend over time:

  • Incoming calls
  • Answered calls
  • Abandoned calls
  • Held calls
  • Calls that abandon whilst on hold

Where do I find it?

Attendant Calls Reports are available in VSM's Capacity Manager module in Reports. Capacity Manager's library of useful reports let you track utilization of resources across your UC platform.

Attendant Calls Reports in Action

Click on the screen for a demonstration of Attendant Calls Reports. 

Attendant Calls Report Example

This report gives you a picture of the performance of the collective attendant pool over a period of time. It focuses on call metrics so you can see if calls are going unanswered or are abandoning, whilst being dealt with by the attendants. Decisions on the scale of that pool or the shifts that attendants work, can be made on the basis of solid reporting data. 

Attendant Calls Reports provide visibility into the performance of your attendant pool. Make decisions about this customer-facing resource based on solid data. With the data available in our cloud environment for up to 13 months, you can analyze demands and performance over time and plan accordingly. 

SIP TRACER

What's it for?

Ideal for root cause analysis of SIP issues, providing much needed visibility of SIP signaling messages.

Engineering teams are often called upon to investigate a problem that has occurred in the past. However, when test calls are made in the present, everything is working as it should be. Being able to look back and see what has happened in the past is key to solving this type of issue.

In response to this need, VSM has introduced SIP Tracer capture In response to this need, SIP Tracer capture has been introduced to VSM.

In an Avaya deployment, SIP traces are most easily captured from Session Manager. As Session Manager acts as a SIP proxy, depending on configuration it can often “see” all SIP messages, including those on the PSTN side of the SBC. This helps engineers to retrospectively diagnose even the most complex call scenarios.

Where do I find it?

Simply configure the SIP Tracer in Session Manager to direct traces to the VSM probe in Syslog format -  Home / Elements / Session Manager / System Tools / SIP Tracer.

Once this is set up, access historic SIP signaling traces from VSM in Service Desk > Files and Folders

 

SIP Tracer in Action

Click on the screen for a demonstration of SIP Tracer in action. 

 

SIP Tracer captures and stores SIP signaling messages for 13 months. Use these traces to diagnose and resolve SIP issues, even if they’ve occurred in the past, and even if they’re outside of the enterprise environment.  

CMS EXTERNAL CALL HISTORY

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, Call Centre Managers often see ECH records as the ‘nirvana’ of reporting.

With ECH you can: 

  • Gain visibility of your call center on a call-by-call basis
  • Break calls into segments to provide extremely detailed records of what happened, where, and by whom
  • Run cradle-to-grave reporting
  • Record all data - records are not summarized or archived over time
  • Store a greater volume of call record data than a CMS system alone

Where do I find it?

ECH records are available in VSM's Service Desk module in CMS Call Details and Files and Folders.  VSM's library of useful reports let you track utilization of hardware, software and other resources across your across your UC and CC platforms.

ECH in Action

Click on the screen to watch a demonstration of how to access ECH. 

ECH Examples

Example 1: ECH Filter

The filter view allows you to choose the call records you want to review online. 

You can then view those call segments online within VSM, or export the results in CSV format and view in excel on your local work station.

Example 2: ECH Files

VSM is known for its ease of use and the way in which it makes data accessible by third party applications. ECH files are saved in CSV format within the Files and Folders section of Service Desk. ECH data is sorted by CMS server and is ready for download should you require it.

ECH provides unrivalled visibility into the way your Contact Centre has dealt with individual calls. With the data available in our cloud environment for up to 13 months, you can analyze customer interactions on a call-by-call basis, even well after the event. 

 

H.248 TIMEOUT SUMMARY REPORT

What's it for?

Ideal to prevent media gateway outages, or perform a root cause analysis (RCA) of historic media gateway outages, based on solid data.

  • See issues occurring between media gateways and Avaya Communication Manager servers BEFORE there is an outage
  • Identify common network segments and direct the network team to the right place for remediation
  • Use after the fact to identify the root cause of a media gateway outage

Where do I find it?

The H.248 Summary Reports are available in VSM's Availability Manager module in Reports > Summary Reports.  Availability Manager's library of useful reports let you track health issues across your UC platform.

Trunk Group Trend Reports in Action

Click on the screen to watch a demonstration of H.248 Timeout Summary Reports. (Video will open in a new page)

Examples of H.248 Timeout Summary Reports

The Media Gateway Timeout Report measures the amount of H.248 transaction timeout errors encountered between the media gateway and the MGC (media gateway controller). The summary report provides visibility of all media gateways within a single report.

  • Identify over an extended time period the performance of the network serving the media gateways
  • Use as an indicator of potential problems when there are peg counts present
  • Identify common network segments and work with the network team
  • Detect and resolve issues before they become business-impacting
  • Use for root cause analysis to prevent a re-occurrence of the incident

Note: The H.248 protocol is used for media gateway control purposes. Even though the bandwidth consumed is relatively small it is very important that QoS policy is applied. If the network does not meet Avaya’s recommended performance standards, parts or all of the solution can restart causing major business interruption.

Example 1

In this example there have been no H.248 transaction timeouts for the week. The network is working within the Avaya recommendations. Ideally, all H.248 Summary Reports look like this.

Example 2

In this example there are many H.248 transaction timeouts affecting many different media gateways. Note that some media gateways are unaffected. Use this to identify network segments common to the media gateways that are experiencing difficulties. Work with the network team to resolve the issue before there is an outage.

H.248 Summary Reports provide visibility into the state of health between key components of your UC environment. Poor health is likely to result in an outage. Take action based on solid data to prevent business-impacting outages from occurring.

TRUNK GROUP TREND REPORTS

What's it for?

Great for budget forecasting, procurement planning, and capacity rationalization.

  • Measure actual trunk usage against capacity
  • See if traffic demand is increasing or decreasing
  • Forecast how many channels or how much bandwidth you will actually need
  • Correctly scale the size of trunk groups
  • Control costs

Where do I find it?

Trunk Group Trend Reports are available in VSM's Capacity Manager module in Reports.  Capacity Manager's library of useful reports let you track utilization of hardware and software across your UC platform.

Trunk Group Trend Reports in Action

Click on the screen to watch a demonstration of Trunk Group Trend Reports. 

Trunk Group Trend Report Example 1

The Trunk Group Trend Report can be used to visualize the rate of consumption of trunks over a period of time. Using this report data, decisions can be made on the basis of firm information.

The graph below shows a trunk group that is at or near its capacity, indicated by the top brown line. However, over the period of the report the peak loading is diminishing, as shown by the red dotted line, so there is no need to expand this trunk group.

Trunk Group Trend Report Example 2

The graph below shows excess capacity on this trunk group can be retired, especially as we can see demand is reducing over time as shown by the red dotted line.

Trunk Group Trend Reports provide visibility into the trunks you have and the extent you're using them. With data available for up to 13 months, you can analyze use over time and accurately plan. You can add resource before there's an issue, or reduce resource and eliminate unnecessary expenditure.

CHANGE CALENDAR

What's it for?

An ideal framework for documenting changes and formalizing your change management process.

Use Change Calendar forms to:

  • Document changes
  • Identify change window
  • Easily document the change process
  • Record contacts involved in the change
  • Attach documents relating to the change
  • Suppress alarms from the specific application within the change window

Where do I find it?

Available in VSM's Change Manager module under Change Calendar.  

Change Calendar in Action

Click on the screen to watch a demonstration of Change Calendar. 

Change Calendar Example

Change Calendar gives you a detailed view of changes:

  • Change window
  • Applications(s) impacted
  • Process
  • Test plan
  • Contacts
  • Documentation

Change Calendar provides a framework for documenting changes. Change management will help to ensure changes are applied successfully and unexpected downtime is reduced.

SFTP SERVER FOR CONTINUITY MANAGER

A change to VSM in Release 6.28 gives Business Partners the ability to enable or disable the SFTP server that is part of the customer's VSM client or appliance.

What's it for?

The change has been made to: 

  1. Allow greater security if the customer does not want the SFTP server active on their network.
  2. Bring new functionality for Business Partners to set their own set of credentials for this SFTP server rather than using the Virsae default credentials.

How does it affect you?

The SFTP server is now disabled by default on all new customer installations. If you wish to utilize the SFTP server for backups then you will need to enable it as part of the installation, or at any time after installation is complete.

New Implementation Guides will be available in 2017 reflecting this change.

SFTP Server in Action

The video explains how to enable the SFTP server and set the credentials for the accounts to login to the SFTP server.

Click on the screen to watch a demonstration.

CHANGE LOGS

What's it for?

See details of changes made on Avaya Communication Manager:

  • Capture changes over a 13-month period
  • Identify who made changes
  • Identify when changes were made
  • See the detail of the changes
  • Back out of changes (if required)
  • Automatically maintain a detailed audit log

Where do I find it?

Change Logs are available in VSM's Change Manager module under View Change Logs.

Change Logs in Action

Click on the screen to watch a demonstration of Change Logs.

Change Logs Example

This report gives you a detailed view of changes:

  • Who made the change
  • When they made the change
  • From which work station
  • What Configuration Item (CI) changed
  • What field(s) on the form changed
    o The old field value
    o The new field value

Change Logs provide visibility into the changes made on Avaya Communication Manager. With the data available in our cloud environment for up to 13 months, you can retain a detailed change audit, and can reverse changes with confidence, even without consulting the original administrator.

 

AVAYA EXPERIENCE PORTAL (AEP) DASHBOARD

What's it for?

Provides a real time view of AEP at a glance and significantly reduces time to repair by pinpointing the underlying cause of issues.

VSM dashboards run the same diagnostic commands experienced engineers run when they are identifying problems. These commands are run on a minute to minute basis, and the results are displayed on a dashboard, color-coded to reflect solution health.

AEP Dashboard covers:

  • Server hardware and OS health
    • Processor Memory and Disk Occupancy
  • Server Uptime
  • State of Software Services
    • AppServer
    • VPMS
    • MPP
  • Trunk Group Status
    • In-Service
    • Traffic
  • Applications Status
    • Calls per Application
    • Direction of Calls
  • User Status

Where do I find it?

Dashboards are available in VSM's Service Desk module. Service Desk contains a growing number of user-configurable dashboards that display health across your entire UC and CC platform.

AEP Dashboard in Action

Watch a demonstration of the AEP dashboard. 

 

AEP Dashboard Example

Dashboards provide visibility into the health of your systems. If anything does go wrong, the dashboards will often pinpoint the underlying cause, significantly reducing time to repair. 

 

PING TESTS

What's it for?

Provides an assurance that devices under management are reachable and running.

About Ping
Ping is a software utility used to test the reachability of a host on an IP network. It measures the roundtrip time for messages sent from the originating host to a destination device that are echoed back to the source.

How Ping tests are used
IT departments and service providers typically detect issues by listening for SNMP traps. But what happens if a network or power issue prevents the delivery of traps? In this situation, a mission-critical application can be down yet no alarms have been raised.

Ping tests can be used as a simple keep-alive, providing assurance that devices under management are reachable and the OS is running. If Ping tests don’t meet certain performance criteria, an alarm is raised.

We recommend you configure Ping tests for all devices under management.

Where do I find it?

Ping tests are configured in VSM's Service Desk module and are reported on in Availability Manager.

Ping Tests in Action

Click on the screen below for a demonstration. 

 

Ping tests provide visibility into the reachability of your systems. If something goes wrong that could prevent the generation or reception of SNMP traps, ping tests will notify you, significantly reducing time to repair.

AVAYA APPLICATION ENABLEMENT SERVICES (AES) DASHBOARD

What's it for?

Provides a real time view of AES at a glance, and significantly reduces time to repair by pin-pointing the underlying cause of issues.

VSM dashboards run the same diagnostic commands experienced engineers run when they are identifying problems. These commands are run on a minute to minute basis, and the results are displayed on a dashboard, colour-coded to reflect solution health. 

AES Dashboard covers:

  • Server hardware and OS health
  • Processor occupancy and uptime
  • State of Software Services
  • Purchased and Acquired DMCC Licenses
  • Purchased and Acquired TSAPI Licenses
  • TSDI Buffer status
  • Switch link status
  • Message rate on the CTI link to ACM

Where do I find it?

Dashboards are available in VSM's Service Desk module. Service Desk contains a growing number of user-configurable dashboards that display health across your entire UC and CC platform.

AES Dashboard in Action

Click on the screen below for a demonstration. 

 

AES Dashboard Example

Dashboards provide visibility into the health of your systems. If anything does go wrong, the dashboards will often pinpoint the underlying cause, significantly reducing time to repair. 

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AVAYA CALL MANAGEMENT SERVER (CMS) DASHBOARD

What's it for?

Provides a real time view of 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 the same diagnostic commands experienced engineers run when they are identifying problems. These commands are run on a minute to minute basis and the results displayed on a dashboard, color-coded to reflect solution health.

Where do I find it?

Dashboards are available in VSM's Service Desk module within Dashboard Management. Service Desk contains a growing number of user-configurable dashboards that display health across your entire UC and CC platform.

CMS Dashboard in Action

Click on the screen below for a demonstration.

CMS Dashboard Example 1

This customer has issues that need attention, highlighted by the traffic light color coding:

  • The memory consumption is a little high and should be observed for a potential memory leak.
  • ACD 1 is down. The problem is at the connection layer.
  • The maintenance backup has not been run. This could be an issue if this server needs to be rebuilt from scratch.

 

 

 

 

 

 

 

CMS Dashboard Example 2

This customer is running satisfactorily, with one exception:

  • The processor and memory are running within recommendations
  • The connection to ACM is running at all layers and 14 records are being dealt with
  • However, the maintenance backup has not been run. This could be an issue if this server needs to be rebuilt from scratch.

 

 

 

 

 

 

Dashboards provide visibility into the health of your systems. If anything does go wrong, the dashboards will often pinpoint the underlying cause, significantly reducing time to repair.

 

 

TRUNK GROUP CONSOLIDATED REPORT

What’s it for?

Ideal for engineers to model the scale of combined trunk groups and accurately assess trunk number requirements. 

  • Summary view of traffic data from multiple trunk groups
  • Modeling of traffic volume
  • Assess trunk number requirements
  • Cost saving

Where do I find it?

Available as part of VSM’s Capacity Manager module within Reports. Capacity Manager's library of useful reports let you track utilization of hardware and software across your UC platform.

Trunk Group Consolidated Reports in Action

Click on the screen below for a demonstration of Trunk Group Consolidated Reports. 

Example Report 1

This example’s been run against trunk groups 10 and 13 which operate as a single trunk group. It shows the combined total peak occupancy was 166 of the 180 trunk members equipped. The Erlang modeling on the right axis supports this.  

Example Report 2

Here the engineer wants to scope the size of a single SIP trunk group, delivered into a centralized data center, to replace these ISDN trunk groups. As trunk groups operate more efficiently when combined, there should be a substantial reduction in the number of SIP members required. 

This shows the combined total peak occupancy was 78 of the 180 trunk members equipped. The Erlang modeling on the right calculates that only about 65 members will be required. The engineer can confidently say moving to a single SIP trunk group will reduce the number of channels from 180 to 65.  

Trunk Group Consolidated Reports provide a summary of real traffic data over a month period from multiple trunk groups, for traffic modeling and accurate assessment of trunk number requirements.

AVAYA COMMUNICATION MANAGER (ACM) DASHBOARD

What's it for?

Provides a real-time view of ACM 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
  • Media Gateway registration
  • Gatekeeper health
  • Alarms attributable to Media Gateways
  • Carrier local loop health for DS1

VSM dashboards run the same diagnostic commands experienced engineers run when they are identifying problems. These commands are run on a minute to minute basis, and the results are displayed on a dashboard, color-coded to reflect solution health.

Where do I find it?

Dashboards are available in VSM's Service Desk module within Dashboard Management. Service Desk contains a growing number of user-configurable dashboards that display health across your entire UC and CC platform.

ACM Dashboard in Action

Watch a demonstration of the ACM dashboard. 

ACM Dashboard Example 1

This customer has issues that need attention, highlighted by the traffic light color coding:

  • The processor at the customer is regularly spiking above the 70% occupancy recommended by the manufacturer.
  • Memory is starting to run low.
  • An issue has caused half of the media gateways to deregister.
  • 10 of the 22 DS1’s show errors between the DS1 and the telecommunications carrier

 

 

ACM Dashboard Example 2

This customer is running nicely:

  • The processor and memory are running within recommendations
  • All Media Gateways are registered and have no alarms
  • The DS1 telecommunications carrier-side is operating error free

 

 

 

 

 

Dashboards provide visibility into the health of your systems. If anything does go wrong, the dashboards will often pinpoint the underlying cause, significantly reducing time to repair. 

 

TRUNK GROUP REPORT

What’s it for?

Ideal for forward planning and growth forecasting.  Measures actual trunk group occupancy over a selected period of time, for both single and multiple trunk groups. 

  • Measures trunk group use over a period of time
  • Compare traffic between trunk groups
  • Identify where traffic congestion issues may be evident
  • Traffic modelling, planning and forecasting

Where do I find it?

Available as part of VSM’s Capacity Manager module within Reports. Capacity Manager's library of useful reports let you track utilization of hardware and software across your UC platform.

Trunk Group Reports in Action

Click on the screen below to watch a video demonstration.

Trunk Group Report Example 1

The flat-topping seen in this report shows that capacity is too small for the traffic being presented.

Trunk Group Report Example 2

This shows traffic flows working well until a sudden variation to normal traffic patterns indicated a fault existed. This fault was within the carrier network, yet despite the level of business impact it did not trigger an alarm for either Communication Manager or the Carrier.  VSM detected this problem and notified the concerned parties. 

Trunk Group Reports show trunk group use over a selected period of time. A clear view of traffic volume, congestion issues and capacity trends, enables traffic modelling, forward planning and growth forecasting. 

EXTENSION ACTIVITY REPORTS

What’s it for?

Ideal for reducing unnecessary costs to the business by identifying redundant items and associated charges that can be removed.    

  • View of all extension activity
  • Identify and track extensions in use
  • Create lists of redundant configuration items
  • Cost saving

Where do I find it?

Available as part of VSM’s Capacity Manager module within Reports. Capacity Manager's library of useful reports let you track utilization of hardware and software across your UC platform.

Extension Activity Reports in Action

Click on the screen below to watch a video demonstration. 

Extension Activity Report Example

Gain an accurate view of extension activities in use.

Extension Activity Reports show you all extension activities actually in use. This uncovers resources that appear legitimate but are in fact redundant, saving costs for the business, such as unnecessary station costs and maintenance charges.  

 

VECTOR FLOW CHARTS

What's it for?

Reducing effort in keeping call flow documentation up to date, saving hundreds of hours in effort and cost.

·         Automates the creation of call flow documents

·         Presents complex configuration in an easy to understand flowchart format

·         Allows business owners to understand the customer experience

·         Ensures call flow documentation is always kept up to date

·         Substantially reduces labor effort

Where do I find it?

Vector Flow Charts are available in VSM's Configuration Manager module in As Built Schematics.  Configuration Manager helps you to understand what UC assets you have, where they are located, what state they are in, and how they fit together and work.

Vector Flow Charts in Action

Watch a demonstration. 

Vector Flow Charts Example

Vector Landing Page

Lists vector names and numbers.

Right click and select Shape Data to see VDNs that call this vector.

Right click and select Shape Data to see VDNs that call this vector.

Control click to see the call flow logic for this vector. Right click and select Shape Data to see Announcements and Audio Groups.

Control click to see the call flow logic for this vector.

Right click and select Shape Data to see Announcements and Audio Groups.

Vector Flow Charts keep your call flow documentation up to date automatically. Save hundreds of hours in effort and cost, and concentrate your time on higher-value activities such as projects and management. Historic Vector Flow Charts are available in our cloud environment for up to 13 months. You can analyze changes over time and if necessary reverse changes. 

LICENSE REPORTING

What's it for?

Great for budget forecasting, procurement planning and capacity rationalization.

  • Measure license usage against license capacity
  • Identify how many licenses you need and when
  • Use with Availability Manager to alert you of possible capacity issues
  • Control costs and improve performance

Where do I find it?

License Reports are available in VSM's Capacity Manager module in Reports.  Capacity Manager's library of useful reports let you track utilization of hardware and software across your UC platform.

License Reports in Action

Watch a demonstration of License Reports. 

License Report Examples

License Usage Snapshot

This report gives you a picture of licence utilization across your platform at a particular point in time. Utilization is sorted from highest to lowest so you can see where you might need to add more licenses. 

This report gives you a picture of licence utilization across your platform at a particular point in time. Utilization is sorted from highest to lowest so you can see where you might need to add more licenses. 

License Usage Trend

Track and trend license ustilizaton over a specified time period. You can track a range of license types such as call center agents and administered stations.  This example show consumption of Logged-in ACD Agents increasing and soon to breach its licensed limit. Staff can now act early and purchase more licenses before it adversely affects the contact center.

Track and trend license ustilizaton over a specified time period. You can track a range of license types such as call center agents and administered stations.  This example show consumption of Logged-in ACD Agents increasing and soon to breach its licensed limit. Staff can now act early and purchase more licenses before it adversely affects the contact center.

License Reports provide visibility into the licenses you own and the extent you're using them. With the data available in our cloud environment for up to 13 months, you can analyze use over time and plan for future growth.