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With the adoption of converged systems and networks, IT, Telecom and Contact Center support groups must embrace new management philosophies to ensure not only availability and end-to-end business integrity — but also that adequate levels of communication service are being delivered to the organization. While adding significant value to any organization, the complexity of network infrastructure has risen dramatically with the advent of applications like IP Telephony and IP Contact Centers being deployed and supported together with the traditional data network services.
CaseSentry's IP Communications Advanced Management application for Cisco converged networks makes it possible to address this challenge. Through its specialized management functions and the end-to-end management of your IP communications landscape, you can pinpoint and resolve problems quickly.
CaseSentry's IP Telephony Advanced Management Application delivers:
- Advanced IPT Management Decision Processes
- IP Communications Entity Manager
- High Availability Management Application
- Real Time Service Status (RTSS) Display
- CallManager EKG Performance Graphing
- CDR/CMR Analysis Application
- CDR/CMR Queries
- Call Analysis
- Traffic Analysis
- Voice Service Levels
- CallManager Quality of Service (QoS)
- Server Health Monitoring
- Hardware Layer
- Application Services
- Performance Monitoring with Thresholding
- Event Processing
- Root Cause Analysis
- Event Correlation
- Suppression of Invalid Events
- Threshold Violations
- Event Consolidation to Single Case in Case Management
- Supported IP Communications Systems & Applications:
- Cisco CallManager Servers
- Cisco Unity Messaging Servers
CaseSentry's Synthetic Call Tests add an additional layer of management, making it possible to test IP communications from the perspective of an actual user. CaseSentry provides the advanced capability to run both OnDemand Call Tests and Scheduled AutoTests. This function allows support personnel to easily test call processing throughout the network — from a centralized support site or any other location.
CaseSentry's IP Communications Incident Reporting allows users experiencing problems to use the dynamic capabilities of the Cisco IP Phone menus to report problems to support personnel. When an incident report is submitted from a phone, CaseSentry systematically opens a case including the available CallManager detail reported for the event. Support personnel can then analyze the issue, take the appropriate actions, and work the case through to completion using CaseSentry's Case Management capabilities.
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