Voice Management

(Editor’s Note: This is part four of the “Solving Challenges in Voice Management” series. Over the next few weeks, TMCnet will relay one expert company’s five key strategies to improve converged network management. Also be sure to check out part one, two, three and four in the series.)

When convergence permeates an enterprise, the existing support staff is challenged to expand beyond their core knowledge boundaries and, are faced with the daunting tasks of successfully supporting new voice technologies while also delivering necessary voice service levels. 

 

Many support teams have only the existing proprietary management and analysis tools available to them – these tools offer very limited views and management of their multi-platform, multi-vendor infrastructure, and they typically fail to help support technicians understand the diverse voice and data environment.  

 

With support technicians being asked to manage an increasingly complex variety of convergence technologies, as well as overall IP voice quality, a management solution that enhances the team’s knowledge and abilities to maintain the entire converged environment, is a must. Without this, business communications service levels and business results are put in jeopardy.

 

By offering support technicians and administrators a solution that combines details regarding both data and voice technologies, the success rate of diagnosing, resolving, and preventing communications quality and reliability issues is dramatically improved. This includes manufacturer-specific component details as well as enterprise-specific operational data and other documented information – which is readily available for support team members so they can successfully maintain converged voice service levels. 

 

Anaheim, California-based Tone Software understands this importance and offers the ReliaTel-Streamline Voice Management solution, a comprehensive end-to-end converged voice management offering for multi-platform environments.

 

To help support personnel in achieving and maintaining desired voice service levels, ReliaTel offers a full range of capabilities designed to augment and strengthen the operational and diagnostic knowledge of the support staff.

 

The solution also makes rapid problem resolution possible thanks to a detailed knowledge base of multi-platform device information and resources offered through an Interactive Portal for support personnel.  Using the ReliaTel-Streamline portal, all support staff have immediate access to device and alarm-specific diagnostic and resolution procedures that help to augment their support expertise, and ensure rapid problem resolution. Also, a “Task Automation” function makes it possible to quickly and accurately perform administrative tasks, recovery actions and routine processes, without the need for human or manual intervention.

 

In addition, ReliaTel offers a number of detailed reports on traffic, performance and operational trends- making it possible to address and even prevent recurring communications problems before they surface again.