Starfish Solutions. Monitoring, Auditing and Optimizing Resources for Avaya Communication Manager Starfish Associates, LLC. All Rights Reserved.

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1 Starfish Solutions Monitoring, Auditing and Optimizing Resources for Avaya Communication Manager 2016 Starfish Associates, LLC. All Rights Reserved.

2 Company Overview Starfish is a leading provider of telecom software solutions. Starfish offers multi-vendor unified communication and contact center solutions to enable organizations to streamline and optimize telecom business processes. Our solutions are deployed in large global enterprises and Fortune 500 companies. Starfish is headquartered in Bridgewater, NJ Starfish Associates, LLC. All Rights Reserved. 2

3 Technology Platforms Powered by core technology platforms, our solutions are designed and configured to address a wide range of telecom business needs for large enterprises. Automation Self Service Monitoring & Optimization CTI 2016 Starfish Associates, LLC. All Rights Reserved. 3

4 Solutions Automation Solutions Directory Solution Provisioning Solution List Manager Self Service Solutions Self Service Manager Password Solution Monitoring & Optimization Solutions Resource Manager CM Dashboard Call Analyzer Trunk Dashboard CTI Solutions Click-to-Communicate: ServiceNow Microsoft Office Agent Call Flow 2016 Starfish Associates, LLC. All Rights Reserved. 4

5 Today s Objectives Learn how your enterprise can benefit by monitoring, auditing and optimizing resources for Avaya Communication Manager and Cisco Unified Communications Manager. Highlight two new Starfish solutions to our Monitoring & Optimization portfolio: CM Dashboard and Call Analyzer Starfish Associates, LLC. All Rights Reserved. 5

6 Monitoring and Optimization Solutions Monitor: Capacity and Health Measurements CM vital signs dashboard CM capacity alerts and notifications Audit: Resource Usage Reports and Configuration Changes CM configuration auditing Agent, station and mailbox usage reports Phone call usage reports outside the contact center Optimize: Identifying and Reclaiming Idle Resources Idle and seldom used resource reporting Bulk provisioning and de-provisioning of telephony resources Monitor Optimize Audit 2016 Starfish Associates, LLC. All Rights Reserved. 6

7 Resource Manager Monitor Capacity Alerts Set warning and escalation thresholds that will trigger notifications when designated capacity measurements are reached. The polling period is configurable and the scope of the measurements cover a wide array of licensed resources. User-definable parameters and thresholds 2016 Starfish Associates, LLC. All Rights Reserved. 7

8 Resource Manager Audit CM Auditor Detailed audit of every MAC transaction for any object on CM. Ad-hoc query form for customized reports of current and historic data. Export reports to spreadsheet format Starfish Associates, LLC. All Rights Reserved. 8

9 Resource Manager Audit Usage Reports Agent login ID, station and voice mailbox usage reports are sorted by number of idle days that are generated by extension ranges Starfish Associates, LLC. All Rights Reserved. 9

10 Resource Manager Optimize Agent Dashboard View agent login ID usage to highlight idle agents that consume licenses but are not in use. Reclaim and reuse idle resources with bulk provisioning functions 2016 Starfish Associates, LLC. All Rights Reserved. 10

11 CM Dashboard CM Dashboard is a real-time executive summary display that provides visibility into the vital signs of communication systems (Avaya and Cisco), including CPU usage, gateway health and concurrent calls, alerts and more. The Dashboard displays a dynamic user interface showing high level measurements on a computer or mobile device, with the ability to easily drill down to any communication system for detailed statistics. The Dashboard also provides comprehensive reports and graphs of historical data. Monitor 2016 Starfish Associates, LLC. All Rights Reserved. 11

12 CM Dashboard The Dashboard provides a visual snapshot of the overall health of all CMs in the enterprise. Clicking on a specific CM will drill down on the measurements for that communication system Starfish Associates, LLC. All Rights Reserved. 12

13 CM Dashboard For each CM, information is clearly displayed to monitor vital metrics including processor occupancy, gateway status, IP station stats, trunks, alarms and concurrent calls. Clicking on a specific metric will drill down on those measurements Starfish Associates, LLC. All Rights Reserved. 13

14 CM Dashboard The Processor Stats page graphically displays the communication system CPU utilization by date range and time of day. In addition, it displays the maximum, minimum and average usage. The results can be exported to a CSV file Starfish Associates, LLC. All Rights Reserved. 14

15 CM Dashboard The Gateway Information page provides all information on all gateways that are currently down Starfish Associates, LLC. All Rights Reserved. 15

16 CM Dashboard The IP Station Stats page graphically displays the number of registered stations by date range and time of day. The result can be exported to a CSV file Starfish Associates, LLC. All Rights Reserved. 16

17 CM Dashboard The Trunk Information page provides information on all trunk groups, trunk ports and trunk numbers with a status of the trunk service state. The Trunk Information page enables searching by one or more fields Starfish Associates, LLC. All Rights Reserved. 17

18 CM Dashboard The Alarm Information page provides alarm details including alarm port, maintenance name, alarm type and alarm date. The Alarm Information page enables searching by one or more fields Starfish Associates, LLC. All Rights Reserved. 18

19 CM Dashboard The Concurrent Calls Stats page provides a visual snapshot of all active calls by date, time and frequency. The result can be exported to a CSV file Starfish Associates, LLC. All Rights Reserved. 19

20 CM Dashboard Solution Benefits Provides visibility for executives and telecom managers into the overall health of all CMs. Clean and crisp user interface that displays near real-time statistics of all CMs so critical adjustments can be made to support the needs of the business. Closely monitors call volume and correlates with events and activities, as well as analysis of CM call patterns and behavior Starfish Associates, LLC. All Rights Reserved. 20

21 Call Analyzer Starfish Call Analyzer captures call detail records (CDR) from Avaya Communication Manager to analyze information outside the contact center and generate reports. It uses this phone call related data to provide detailed analysis, real-time measurement visualization graphs and extensive reports. Call Analyzer displays call logs and summary statistics of activities by phone user. In addition, it provides invaluable usage reports exposing idle or seldom used phones, detailed call logs, statistics of call disposition and call handling, plus voic callback detection. Audit 2016 Starfish Associates, LLC. All Rights Reserved. 21

22 Call Analyzer The Call Log view provides a detailed display of call history including duration and disposition. An indicator shows if voic s were responded to in a timely manner. An ad-hoc query form enables searching by user, phone extension, date range and time of day. The results can be exported to a CSV file Starfish Associates, LLC. All Rights Reserved. 22

23 Call Analyzer The Call Statistics view provides call handling details by user: Number of calls handled (inbound and outbound) Number of calls answered Number of calls sent to voic Average ring time Average call duration Score of call backs to voic An ad-hoc query form allows to search by user details, phone extension and time range. The results can be exported to a CSV file Starfish Associates, LLC. All Rights Reserved. 23

24 Call Analyzer The Aging Details view provides station usage by CM, exposing idle or seldom used resources that could be subject to de-provisioning. The results can be exported to a CSV file Starfish Associates, LLC. All Rights Reserved. 24

25 Call Analyzer The Aging Summary view shows the number of idle stations per CM. The aging report provides a drill down view of station usage by CM. This information can help optimize station licenses. The result can be exported to a CSV file Starfish Associates, LLC. All Rights Reserved. 25

26 Call Analyzer Solution Benefits Provides call usage details on how users outside the contact center interact with customers. Provides call summary statistics by department and end user. Enables measurement of responsiveness to voic messages via voic callback detection. Displays detailed call log analysis measuring activities by station. Maximizes the efficient use of license capacity by exposing idle and seldom-used phones Starfish Associates, LLC. All Rights Reserved. 26

27 Contact Information Starfish Associates 1200 US Highway 22 Bridgewater, NJ Starfish Associates, LLC. All Rights Reserved. 27