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Innovation | Collaboration | Evolution | Results

Quality Controls & AftercareProblem & Incident

Management

Moves & Changes Capacity Management

SOFTEL Communications - Day 2 Services Portfolio Management

Sometimes, technologies designed to increase productivity within an organization can also produce

complexity, and increase risks when transitioning from legacy platforms to virtualized environments. If you

discover that you are spending too much time managing your deployed solutions, network, applications, or

architecture instead of operating them, it’s time to talk to SOFTEL Communications….

For nearly two decades, SOFTEL has have provided Day 2 (Post-Launch) service support, monitoring and management of solutions,

applications, and devices across converged client networks. Our managed services monitor IP-based communication system devices,

applications, routers, and switches for fault/failure and performance events. We resolve incidents and take the lead in co-managing networks

of applications across any infrastructure from our Network Operations Centers (NOC) as an extension of your IT team. We provide visibility

into the state of your network through our best-in-class Remote Monitoring and Management Platform. Our advanced recording and

reporting technology aggregates performance, availability, and fault/failure information into real-time, daily, and monthly reports. All of

which allows you to proceed with your operations leaving the rest to us.

SOFTEL experts work closely with a business enterprise in all aspects of an integrated contact center and across UC strategies from people,

technologies, and processes to operations and best practices. We have extensive implementation and operational experience with a wide

range of Unified Communications Solutions.

SOFTEL Communications Day 2 Services

Business Partners

Incident Management Services

By placing your incident reports for tracking and resolution in our ticketing and monitoring tool eliminates disjointed and conflicting processes

and ensures that incidents are resolved to your requirements. You can also define and automate repeatable processes for regular or similar

occurrences to increase efficiency and success in the future.

Prioritization | Incident Status Notifications | Vendor Pre-Set Renewals | Automated Notifications

Problem Management Services

Multiple incidents, leading to a major problem are identified, analyzed, tracked, and resolved from discovery to resolution. Using the ITIL

Issue Resolution processes, we complete a problem cycle with quality monitoring to ensure recurring incidents are reduced to a minimum,

increasing stability and operational effectiveness.

Multi-Incident Tracking | Problem Management Team | Known-Issue Database | Pro-Active Resolution Path

Remote Monitoring and Management Services

Our Remote Monitoring and Management Services provide a single “pane of glass”, (dashboard) for multiple UC networks. This allows

operators to efficiently manage all collaboration endpoints across cloud services, multiple clusters, and multiple geographical locations while

attaining end-to-end voice application and network performance visibility.

Application & Infrastructure - Levels Monitoring | Diagnostics | Notifications | Inventories

Fault Isolation Through constant monitoring, we provide initial response, incident isolation, and interact with suppliers working quickly to

isolate faults and enable any corrections.

Vendor

Interface

We provide arrangements for any on-site break/fix activities with multiple vendors, coordinating the procurement or

replacement processes, and coordinating problem resolution.

Fault Resolution We act to resolve faults through remote software administration, re-configuration, approved software patches, or vendor

updates with the authorization from clients.

Incident

Tracking

We support full trouble ticket life cycle including problem description, root cause analysis, vendor interventions, and resolution

description by diligently pursuing the ticket to resolution.

Multi-Incident

Analysis

We monitor, determine, and analyze the synergies of same or similar incidents to determine and aid in multi-incident or

problem resolution.

Performance

Analysis

Our central application and system monitoring solutions are utilized to determine any performance issues as possible causes

of multiple incidents or problems

Root-Cause

Analysis

Using all of the available information, we determine a probable root cause analysis and provide actionable items where

necessary.

Resolution Path We provide a comprehensive resolution path for major incidents and problems.

Quality

Monitoring

During post-issue resolution, we focus and monitor components in isolation and as part of a solution or platform to ensure

ongoing quality.

24/7/365 UC

Monitoring

We monitor, determine, and analyze the synergies of same or similar incidents to determine and aid in multi-incident and

problem resolution.

Network UC

Discovery

Our monitoring process automatically detects and includes new UC elements on the network for inclusion in monitoring and

management.

Real-Time Alerts Immediate notifications are posted to internal or external parties for mission-critical UC applications or processes.

Detailed

Reporting

Historical recording and reporting includes; Interface and CPU Utilization, Error Logging, Data and UC Application Storage

Capacities, Asset Management, Scheduled Disk Maintenance, Performance, Availability, and listed Inventories.

Capacity Management Services

SOFTEL’s Capacity Management Service monitors, manages, identifies, controls, and predicts infrastructure capabilities of telecom and UC

resources compared with established baseline requirements. All of the underlying IT infrastructure (SOA and Cloud Services) are identified

for inclusion are managed so that operational performance is consistently maintained providing a stable metered environment. Growth and

expansion factors are extrapolated to ensure a timely notification and intervention, when capacities are nearing thresholds.

Standard MACD Management Services Configuration Management and move, add, change, and deletion (MACD) processing is managed through the SOFTEL ticketing system,

subject to predefined change management processes as arranged with clients. Generally administered as a pre-paid block of activity, requests

for changes on Unified Communications platforms cover a wide variety of applications, solutions, and technologies.

Advanced MACD Management Services Beyond the general administrative MACD configuration, Advanced Configuration Management includes complex changes required of

software, hardware, middleware, and/or UC telco peripherals. Focusing on the operational, rather than the administrative, this service is fully

defined through a Scope and Statement of Work (SoW) document.

Why SOFTEL Day 2 Services? SOFTEL has been providing supporting services to contact centers for over two decades, in sectors such as Finance, Health Care, Retail,

Utilities and Transportation. Our knowledge of applications, solutions, platforms, and operations, coupled with our experience in contact

center environments, providing a professional, front-line service has benefitted dozens of leading global organizations, who operate complex

Unified Communications technologies. We understand the bottom line. System downtime loses business, creates a work backlog, hurts the

businesses reputation and opens the business to regulatory penalties and therefore costs money. With industry-level SLAs and guaranteed

time to response, restoration and resolution, SOFTEL’s Unified Communications and Contact Center Managed Services offer superior incident

management. We are dedicated to restoring normal service operations as quickly as possible, while minimizing the impacts to business

operations. Our ticketing and monitoring portal allows direct user access to the services provided on each site, includes key performance

indicators (KPI), system alerts, and alarms, service performance, network utilization, and much more. As a Single Point of Contact (SPOC) for

all operational and support matters, we assign our Customer Service Manager (CSM), heading our team delivering day-to-day tactical

support. Our CSM’s are on-hand to manage the strategic aspects of your operations, whilst maintaining the vital role of relations with on-

site customers.

SOFTEL is passionate about providing Best in Class Day 2 Services to your Unified Communications & Contact

Center Operations. To find out more about our unique Service Packages, contact us today;

© SOFTEL Communications 2015

Gateway user administration UC application software

provisioning

UC application software

upgrades/enhancements UC interface provisioning

SIP end-point allocations Device end-point allocations CTI/PBX/ACD port integration

updates

Route point integration

updates

Roles/permissions

allocations/updates

Application access

allocation/updates

Cloud service integration

access/updates Telco/Carrier co-ordination

Contact Center Management Scripting changes, call flows,

prompts and routing CTI screen pop changes

CRM interfacing component

changes

Capacity Plan Baselines and Profiles Thresholds and Alarms Capacity Reports

SLA and SLR

recommendations

Proactive changes and service

improvements Revised operational schedule Effectiveness reviews