From January 24-27, 2006, TMC will host the 13th INTERNET TELEPHONY Conference & EXPO, the industry’s #1 VoIP conference in Fort Lauderdale, Florida.

 

On Thursday, January 26, 2006, Greg Michel, Product Manager for Quintum Technologies will be presenting a session titled “Improving Customer Satisfaction Through Advances in Remote Management Technology” as part of the Enterprise/Government Solutions track at IT EXPO East.

 

Greg Michel was available to offer some commentary on Quintum’s presentation and exhibit at this year’s IT EXPO East.

 

What are some of the advancements in remote management technology that Quintum will be addressing?

GM:  Installing, configuring, managing, and trouble shooting equipment at remote sites is generally very difficult as most corporate firewalls deny direct access.  Quintum's new Remote Management Session Server provides a secure mechanism to communicate directly with Quintum equipment even if it is located behind a firewall. 

 

Can you give the readers some of the examples of the challenges that are presented when providing responsive customer support for VoIP CPE deployed behind corporate firewalls at customer sites?

GM:  In general it is not possible for support personnel to get direct access to CPE equipment located behind corporate firewalls.  As a result system administrators or customer support staff must involve skilled perssonnel at the remote site in a trouble shooting process that involves working together by phone and e-mail to resolve any problems.  This process is cumbersome at best, and is very time consuming and inefficient.  It becomes even more protracted when dealing with international sites, which are in different times zones, where days can be lost in e-mail tag.  Having direct connectivity via the server gives skilled support personnel immediate access for speedy, efficient problem resolution.

 

GM:  Future developments will enable automated installation and provisioning of CPE equipment when it is powered up at customer sites.  The addition of secure remote management enables service providers to offer quick, efficient problem resolution.  This minimizes customer downtime, Customer involvement, support personnel time, and eliminates costly truck rolls.

 

GM:  Attendees, such as service providers or equipment resllers, who provide support services for medium to large VoIP networks should attend to learn how they can improve customer satisfaction by providing more timely and effective support, with reduced costs.

 

 

GM: An understanding of the challenges of supporting remote sites behind corporate firewalls and how these challenges can be overcome using this remote management technology.

 

GM: Quintum will be exhibiting two brand new products for the first time at Internet telephony.  These are the new Tenor AF Series of analog VoIP gateways, and the Remote Management Session Server.  The AF Series of products are 8 port VoIP gateways with either 8 FXS or 8FXO analog ports and 8 VoIP channels.  The AF Series offers the same rich feature set as Quintum's well established AX Series products but in a new much smaller form factor suitable for desk-top use.  The Remote Management Session Server is outlined above.  It can support a network of up to 5,000 Tenors and can support up to 100 simultaneous management sessions.

 

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For more information on other exhibits and sessions, visit INTERNET TELEPHONY Conference & EXPO on the Web.

 

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