Prognosis for Unified Communications. Unified Communications DATA SHEET

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1 DATA SHEET Unified Communications Prognosis for Unified Communications IR Prognosis for UC is a communications experience management solution for unified communications and contact centers, enabling organisations to deliver the best user experience possible for voice/video calls, collaboration, and meetings across Cisco, Avaya, and Microsoft Skype for Business environments and across multivendor supporting ecosystems. T +44 (0) E ipi.info@ipintegration.com W ipintegration.com

2 IR PROGNOSIS FOR UC Whether in the cloud, on-premises, or in hybrid environments, Prognosis end-toend UC performance management software and testing services streamlines IT management and operations, speeds troubleshooting and root-cause problem solving of complex multivendor UC environments, improves organisational user satisfaction and productivity, and maximises ROI of UC investments. Prognosis for UC provides a range of functionality used to set up what systems are monitored, what data is collected, and how the data is stored and viewed. In addition, it provides the ability to filter collected data, enable Thresholds and alerts to be created and dispatched as well as issuing commands that can be used to help rectify potential system problems. Prognosis for Avaya Aura The bigger Picture User Experience Network Dependancy Avaya Overview Hardware Specifics

3 Dashboards & Data Visualisation Dashboards & Data Visualisation Prognosis for UC uses a platform and location independent HTML 5 based web application meaning data can be viewed from virtually anywhere. A full set of Dashboards provides users with insight into unified communications environments utilising the metrics such as call server and asset status, configuration, availability, utilisation and performance. Voice quality information is available both as a listed overview and detailed graph with drill downs to individual data points. All Dashboards are fully usercustomisable and authorized users can create new ones as required. Any metric can be displayed in any of the supported formats. All available metrics within the environment can be used to create customised Thresholds for specific needs. Prepackaged Threshold conditions ensure proactive alerting from day one. All alerts can be integrated into existing Manager of Manager (MoM) and ticketing systems to fulfill customer requirements. This enables the resolution of issues before they become service affecting, providing insight into potential areas of UC related problems. Avaya Voice Quality Inflight Voice Quality Beyond Avaya Call Details

4 Historical data Voice Quality 360 Data storage and retention periods are completely configurable by the user, meaning that data can be limited both in terms of the amount collected and how long it is retained for. For each data collection, the user may select which fields to store and specify: Conditions on which rows to store (e.g. where MOS < 3.0) Top condition (e.g. store top 50 rows only) Time to keep data (expired data removed) Prognosis for UC Voice Quality 360 is used to investigate SIP voice quality issues in calls that originate from one vendor platform, traverse one or more Session Border Controllers (SBC) and terminate on another vendor platform. For example, a call may originate from an Avaya phone to a Skype for Business user and travel through an Oracle/Acme Packet SBC, as illustrated in the diagram below. VQ360 Ecosystem Correlation Size limit on data stored (oldest data removed to accommodate new data) A database can either be a Prognosis database (for redisplay in the Prognosis client) or an ODBC database (for third party reporting). Flexible configuration of Prognosis databases leads to faster investigation and triage of issues. Prognosis provides the capability to go back in time and view the status of the environment at the same time tracking the behavior before and during the time the issue occurred.

5 Reporting Core reporting functionality is available through Prognosis for UC. Many reports are available per supported vendor; any metric available can be used to report against and exported using Microsoft Excel. A basic set of reports is part of the default packaging installed with the product. The behavior of all components within the environment e.g. PBX, gateways, trunks, SBCs, Contact Centers, video conferencing units and more, can be highlighted within a report to show breached service levels, performance and capacity. Prognosis reports provide useful business, planning, technical and analytic data for review. Contact Center Central Prognosis for UC provides a wealth of detail about Contact Center Agents some of which are outlined below: Top 5 Agents calls by skillset Agents by state List of logged on Agents Login ID Name Type State Current call skillset Current call application CDN DNIS Calls answered Supervisor name.

6 Prognosis Advantages Prognosis provides some key advantages over other vendors performance management solutions: Easy to Install and Operate: Prognosis for UC is a 100% software based solution and does not utilise network probes to gather information. With its provided pre-configured Dashboards, reports, databases and alerting conditions, installation and operations are easy. Operations teams can quickly navigate through the monitored environment and rapidly identify the root cause of problems impacting performance and user experience, and expedite remediation. Deep Metrics: Prognosis collects over 50,000 metrics out of UC environments today. This is accomplished by not limiting data collection to SNMP and Events. To provide this granularity, Prognosis collects information from wherever the environment makes it available. This might be SNMP for standard health metrics, and other sources and APIs that are used to provide a full picture on configuration, inventory, and status of all elements which might be not be provided via SNMP. Customisable: Prognosis provides the flexibility to change/edit and customise existing Reports, Dashboards and Alerting conditions to reflect the operations requirements and the business needs. Reporting: Prognosis provides simple and complex troubleshooting reports covering utilisation, performance, and voice quality. Optional service level and capacity reporting is available for complete reporting purposes. Reporting solutions can scale to the largest UC environments and store large amounts of data over time, depending on customer requirements. Maintenance: Development and maintenance of integration within UC environments is provided by IR Consulting Services who bring deep domain experience and knowledge to your environment and your staff. Software upgrades are provided, planned and tested extensively before release. Training: Primary and backup staff can be trained on Prognosis and its components by IR, avoiding silos of knowledge within personal staff and team members. Future Proof: Via Prognosis IR provides not just a solid platform for today but a product road map, commercial support and focused market execution will be ongoing in the future. Certified: Prognosis is certified by all major supported vendors and maintains currency with its certifications. IR and Avaya have a history of working together and IR is member of the DevConnect Partner program and Avaya s solution of choice for user experience management. Certification gives the customer confidence that Prognosis is tested and can be integrated into the production environment without any risk of impacting it.

7 CHANGE TODAY AND YOU CHANGE TOMORROW The way we communicate continues to change at pace. Tomorrow has never looked so different from today. IPI is here to keep your business in touch with its customers. With innovation in our DNA, we deploy pioneering solutions to help create the smartest, most efficient Contact Centres in the world. Optimised hubs that offer a more satisfying, more cost-effective customer experience. And just as our offering is complete, so too is our support. Helping you to not just prepare for what s to come, but to embrace it. Our team of experts understands the technical, commercial and organisational challenges contact centres face and offers a wide range of solutions that help organisations overcome them to increase effectiveness, efficiency and customer satisfaction. Our customers range in size from 30 to 10,000 seats, such is the flexibility and scalability of our solutions, and are split across many vertical markets including finance, insurance, retail and distribution, public sector, transport and travel, and entertainment and leisure. In addition, IP Integration meets BSI standards in Quality Management, Environmental Management and Information Security Management. Headquartered in Reading, and with offices in Manchester and Edinburgh, IP Integration is a leading independent contact centre systems integrator. We partner with many leading vendors, including Avaya, Verint, Microsoft and VMware. We also develop in-house bespoke applications that support end-to-end contact centre deployments, from network service provision, through systems design and deployment, to application development and postimplementation service and support. Change your tomorrow, today. Get in touch. T +44 (0) E ipi.info@ipintegration.com W ipintegration.com