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©2017 Mitel. Proprietary and Confidential.
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For Partners
Mitel Performance Analytics R2.2
September 2017
©2017 Mitel. Proprietary and Confidential.
Do I have a voice quality problem?
What’s the cause of the problem?
How can I troubleshoot and resolve problems more efficiently?
How can I get more visibility into my network?
You’ve Got
QUESTIONS
?
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©2017 Mitel. Proprietary and Confidential.
Mitel Performance Analytics (MPA) has ANSWERS
i KNOW when a voice quality
problem is happening
IDENTIFYthe cause of the
problem quickly
RESOLVEProblems before they
can impact users
REDUCEdowntime
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©2017 Mitel. Proprietary and Confidential.| ©2016 Mitel. Proprietary and Confidential.4
Contents
• Mitel Performance Analytics Overview
• What’s New in MPA Release 2.2
• Why MPA?
• MPA Offering
• Fault & Performance Management Features
• Advanced Management Features (MPA Plus)
• Key Benefits
• Partner & Customer Success
• Resources
©2017 Mitel. Proprietary and Confidential.
What’s Behind a Voice Quality Problem?
Misconfigurations
Capacity/Bandwidth Issues
Network Faults
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Typically caused by events in
the IT infrastructure.
©2017 Mitel. Proprietary and Confidential.
MPA Overview
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Detect Problems
24/7 Performance
Monitoring (UC, VQ, Network, System)
Alarms
Troubleshoot
Problems
Testing Tools
Secure Remote Access
IPT User Dashboard
Manage For
Insight
Scheduled
Backups/SMDR Collection
Reports(Performance, Inventory
and Queries)
Analytics
©2017 Mitel. Proprietary and Confidential.
What’s New in MPA 2.2?
Network Diagram
Voice Quality Cause Visualization
Improved SIP Trunk Utilization Display
Upload your own network diagram, for at-a-glance visualization
of the devices and sets that are experiencing problems.
A new set of voice quality graphs help point you towards the
cause of a problem.
We've improved the way SIP trunk utilization data is displayed,
making it easier to spot trends and issues.
MPA now listens for incoming Emergency Response (ER) SNMP
traps from MiVoice Business devices.
MiVoice Business Emergency
Response Alarms and Alerts
For more details, consult ‘What’s New in MPA R2.2’ Presentation.
©2017 Mitel. Proprietary and Confidential.
What’s New in MPA 2.2?
Access to UCScore Site Qualification
A new and improved - easy to search - online help system
helps you find information quickly.
Administrators can monitor Mitel SIP DECT base stations
and OMM (Open Mobility Manager).
Access to a new, web-based tool that simulates real voice
traffic to test a network’s fitness to deploy a unified
communications solution.
New Online Help System
Support for Mitel SIP DECT
Consult the ‘What’s New in MPA
2.2’ PresentationMORE INFORMATION
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Why MPA? Proactive Support for Business Success
✓ Detect & address problems BEFORE
they impact your customer
✓ Lower support costs
✓ Increase contract renewal rates &
revenue
✓ Prevent losses associated with downtime
✓ Increase user satisfaction & UC adoption rates
with first call resolution
✓ Speed problem-to-resolution
✓ Manage and predict capacity and IT resource
requirements more efficiently
✓ Designed specifically for Mitel UC networks
©2017 Mitel. Proprietary and Confidential.
MPA Service Tiers
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Performance
Analytics (MPA)
Cloud-hosted
Manages performance of
Mitel solutions
Included with Premium
Software Assurance
Performance
Analytics PLUS
Cloud-hosted OR
on-premise
Third-party AND Mitel
system support
Chargeable uplift to
Premium Software
Assurance
Enterprise
Manager
Replacement
Performance
Analytics CLOUD
In service provider’s data
center.
Mitel
system support
Part of MiCloud Business
for Service Providers
offering.
©2017 Mitel. Proprietary and Confidential.
Premium Software Assurance Value Proposition
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✓ Protect investment in leading edge Mitel
telephony to prevent obsolescence,
security vulnerabilities & interoperability
problems
✓ Grow business value of Mitel solutions
with the latest technologies and
features.
✓ 24/7 access to Mitel technical support
expertise
Proactively manage service quality to deliver a superior user experience.
Mitel
Performance
Analytics
©2017 Mitel. Proprietary and Confidential.
Features by MPA Tier
Capability MPA MPA PlusMPA Cloud
(MiCloud Service
Providers)
Deployment Options Cloud Cloud or Premise Premise/Data Center
Device Support Mitel Mitel + Third-Party Mitel
Trunk/Route/Gateway Utilization ✔ ✔ ✔
Remote Access/Single Sign-On ✔ ✔ ✔
Testing & Site Qualification ✔ ✔ ✔
Alarms & Alerts ✔ ✔ ✔
Reporting & Analytics ✔ ✔ ✔
Backups and SMDR Collection ✖ ✔ ✔
Group Operations Scheduler ✖ ✔ ✔
IPT User Dashboard ✖ ✔ ✔
Inventory Reports (users, sets, services) ✖ ✔ ✔
Advanced User Operations (moves, deletes) ✖ ✔ ✖
Set Inventory and Extension/Terminal Registration ✖ ✔ ✔
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©2017 Mitel. Proprietary and Confidential.
Supported Mitel Devices & Applications
Supported How to Buy
MiVoice Business (+ MiVoice Business Multi Instance) ✓ MPA/ MPA Plus/MPA Cloud
MiVoice MX-ONE ✓ MPA or MPA Plus
MiCollab ✓ MPA or MPA Plus/MPA Cloud
MiVoice Border Gateway ✓ MPA or MPA Plus/MPA Cloud
MX-ONE Application Servers
(MiCollab Advanced Messaging, CMG, InAttend, ACS
Media Server)✓ MPA or MPA Plus
MiVoice Office 250 ✓ MPA or Mitel Part #
MiContact Center (Business & Enterprise) ✓ MPA or MPA Plus
MiContact Center (Office) ✓ MPA or Mitel Part #
MiVoice Call Recording ✓ Mitel Part #/MPA Cloud
SIP DECT (OMM and RFP) ✓ MPA Plus
Mitel Business Dashboard ✓ MPA or MPA Plus
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©2017 Mitel. Proprietary and Confidential.
Third-Party Device Support
Third-party device support is ONLY available with the MPA Plus Service Tier.
• Uninterruptible
Power Supplies
(UPS)
• Red Box Call
Recorder
• Innovation
InnLine
• PathSolutions
+SWITCHES
Managed ethernet
switches
SERVERS
Windows, Linux
ROUTERS
Cisco, Adtran
Configurable support
for ANY SNMP
device.
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©2017 Mitel. Proprietary and Confidential.
Software Assurance and MPA
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Premium Software Assurance
(7 x 24 hour Support)
Performance Analytics (MPA)
Performance Analytics PLUS
(MPA+)
Standard Software Assurance
(8 x 5 hour Support)
©2017 Mitel. Proprietary and Confidential.
Photo here Fault & Performance
Management Features
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Performance Monitoring
Performance• Voice Quality
• System Performance
• Application Performance
• Network Performance
Voice Quality • Mitel Minet IP phones (MiVoice Business)
• Mitel SIP devices (MiVoice MX-ONE)
• MBG – Teleworker and SIP trunking
UC Performance • Digital / SIP Trunks (MiVoice Business/MBG)
• SIP Trunks (MiVoice Business/MBG)
• SIP and Legacy gateway utilization (MiVoice MX-ONE)
• Digital and SIP Routes (MiVoice MX-ONE)
• Extensions / IP Sets (MiVoice Business/MX-ONE)
Focus on Mitel with network
infrastructure coverage
©2017 Mitel. Proprietary and Confidential.
Voice Quality Monitoring
Detailed Voice Quality Call Records
Voice Quality Panel
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DETECT and INVESTIGATE
Voice Quality Issues.
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SIP Trunk Utilization
Monitor traffic on SIP trunks Know when it’s time to scale or add licenses
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Alarms and Notifications
Alarm management:• Alarms colour coded by location and
severity
• Displayed on geographic map
• Reduce alarm clutter: hide alarms, silence
alarms of same type, filter by severity.
• Assign alarms and create/edit tickets.
Alerts by email, SMS, Twitter…• Alert profiles for different users,
days/times of the week
• Alarms can be sent as digest, for reduced
alert fatigue
• In-browser alarm notification
SM
S
Alarm Types
Device Alarms – generated by monitored devices
Threshold Alarms – generated by MPA when configured
threshold are exceeded (ie: voice quality)
System Alarms – generated by MPA to indicate service
problem for a monitored device (ie: “iSNMP unreachable”)
Real time, actionable data to
resolve problems quickly.
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Alarm Analytics: How it Works
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Dashboard
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Container and Device Dashboards
Container & Device
Network Diagram
• Alarms
• Voice Quality
• UC Performance Metrics
• Geographic map
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Network Diagrams
Status:
10% packet loss for 15 mins.
Visualize the source of a
voice quality problem on a
Visio network diagram
uploaded by the MPA user.
Insight into:
✓ Which device is
experiencing a problem.
✓ What’s causing the
problem:
• Capacity
• Misconfiguration
• Network faults
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Reports & Queries
Reports demonstrate network
performance & improve planning.
Reports• Performance & availability of devices over
reporting period
• Customizable message and logo space
Reports by container or by device• PDF format, via email
• Monthly, weekly or on-demand
Quick Queries:• Retrieve key data, delivered in .csv format
• Optional pie chart and pivot table display
• Standard query types include:
Reports & Quick
Queries can be:
✓ Scheduled
✓ Previewed
✓ Retained
✓ Sent via email
• Inventory
• Alarm
• License
• Audit Log
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Quick Queries
AlarmInventory License Threshold
Audit Log
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Voice Quality Cause Visualization
Spot trends and identify
root cause with graphs
demonstrating:
✓ Call Volume correlation
to Call Quality
✓ Worst Performing
Directory Numbers
✓ Worst Voice Quality by
Subnet and Device
High call volume
correlates to VQ
problems.
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Network Testing Tools
Context-aware Network tools
available from device dashboard:
• Ping / Traceroute / MTR / Iftop
• DNS / Reverse DNS
• SNMP MIB browser
Remote IP set network test tools
• Media path from set
MPA Connectivity test provides
quick confirmation of device from
MPA system
Test from IP Set – find source of issue to speed
resolution.
©2017 Mitel. Proprietary and Confidential.
Testing: IP Trace Route from MiVoice Business Handset
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TROUBLESHOOT
Voice Quality Issues.
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Site Qualification: UCScore
MPA users have access to UCScore,
a network site qualification tool.• Web-based – no software installation
• Specialized for UC
• Tests network fitness for a UC
deployment, testing what matters to
voice performance.
• Know when more network capacity is
needed for good performance.
UCscore.com
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UCScore: How it Works
• Tests by sending packets
(representing voice calls)
between customer and
UCScore server.
• Customer portal delivers
easily understood summary
results.
• Coming Soon: Service
provider portal delivers
more detailed network
fitness data.
Customer Summary
Detailed Service
Provider Report
UCscore.com
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Remote Access
No VPN required
• Connect to multiple customer network devices at once
Single click access to monitored devices
Integrated web-proxy server for efficient remote
access to MiVoice Business ESM interface
Secure
• Authenticated & encrypted with SSL, SSH & HTTPS
• Remote access sessions are tracked in the Audit Logs
Single sign-on (SSO) to MiVoice Business via
ESM and shared SSO without credentials.
Access remote devices from anywhere
for more efficient troubleshooting.
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Device Discovery
Ideal for large,
multi-node Mitel
networks.
MPA scans the network and discovers devices
speeding up the set-up process.
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MiVoice Business Emergency Response Alarms & Alerts
The ER Alarm never expires and
must be acknowledged by a MPA user.
MPA now listens for incoming Emergency Response SNMP traps from
MiVoice Business devices.
Email ER Alarm
Notification
When a trap is received MPA
acknowledges the trap with the
source MiVoice Business and
generates a Major ER alarm.
The ER alarm includes:
✓ Details about the emergency call
✓ Extension that made the call
✓ Time of the call
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MiVoice Business Emergency Response Alarms & Alerts
ER Alarms are tracked in a separate
Emergency Call audit log and can
include:
✓ That an emergency call has been made.
✓ Alarm status has been updated to “Forced
Clear”.
✓ Ticket has been assigned a ticket number.
✓ Alarm had been favorited.
Alert profiles can be created to send
a notification to one or multiple
users when the alarm occurs.
ER Alarms can
be assigned
and favorited.
©2017 Mitel. Proprietary and Confidential.
Photo here Advanced Management
Features
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Backups for MiVoice Business & MiVoice MX-ONE
• Configuration Details.
• Call history: incoming, outgoing, and duration.
• Embedded voice mail configuration and data.
• Scheduled or on-demand (single or group scheduling),
with secure offsite storage.
• Downloadable file (for restoring) easily accessible via web
browser.
• MiVoice Business/MiVoice MX-ONE can now be
associated with multiple backup schedules including daily
or monthly.
Value-add for business continuity..
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SMDR Collection
• SMDR Collection is available for
✓ MiVoice Business
✓ Office 250
✓ Avaya IP Office
• ‘Scheduler Results’ report shows
✓ Call success & failure
✓ Provides a report download link
Value-add for business continuity..
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IPT User Dashboard – MiVoice Business & MX-ONE
View data for each user, including
voice quality for each call.
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Advanced Inventory Reporting
Create custom inventory reporting template for:
✓ Users
✓ Services✓ IP Sets
✓ Licenses
✓ Active Probes
✓ Device Inventory
✓ MiVoice Licenses
✓ MiVoice Versions
✓ MiVoice & MX-One Ext.
✓ Probe Details
✓ All views can be saved & reports downloaded as a .csv
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Operations Scheduler
✓ Backups
✓ SMDR Collection
Internal MiVoice Business Operations:
• IDS Full/Incremental Sync
• Hot Desk Logout
• Go to Day/Go to Night Service
• Retrieve and Lock Backup Files
Schedule common operations for groups of devices.
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Scheduler Results Report
• Download completed
backup or SMDR files
• Confirm current state of
on-demand & scheduled
operations
• See recent results and
success rate of scheduled
operations
Confirm the outcome of a scheduled group operation.
©2017 Mitel. Proprietary and Confidential.
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MPA Key Benefits
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©2017 Mitel. Proprietary and Confidential.
Better Problem Resolution
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MPA makes it simple and cost-effective
to detect, address & prevent problems
on your network.
90%of the time it takes
to resolve a
problem is spent
identifying its
source
HOW LONG did it take you to TROUBLESHOOT
your last voice quality problem?
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Increase Revenue
✓ Establish recurring revenue stream
for proactive site qualification,
monitoring & support – value added
subscription service with each sale.
✓ Upsell Enhanced Service Level
Agreements (SLA) to customers, or
value added service components
such as SLA Reports.
✓ Increase contract renewal rates.
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Reduce Costs
✓ Access devices in customer networks
from any location for troubleshooting
or maintenance – avoiding the cost of
onsite support visits.
✓ Consolidate management tools in one
comprehensive offering.
✓ Avoid losses associated with
downtime.
✓ Easy to deploy and manage in the
cloud.
✓ Avoid costs of unnecessary capacity
expansion with trunk utilization data.
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Faster Problem Resolution
✓ Consistently high service quality and less
downtime results in satisfied users and higher
adoption rates.
✓ Resolution of problem by 1st level support
increases user satisfaction.
✓ Early detection means problems can be
resolved before the user is impacted.
✓ Reports demonstrate network performance
and help with forecasting, planning &
load balancing.
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Customer Retention
✓ Consistently high service quality results
in satisfied customers.
✓ Resolution of problem by 1st level
support increases customer satisfaction.
✓ Site qualification and early problem
detection means problems can be
avoided or resolved before the customer
is impacted.
✓ Reports demonstrate SLA performance
and help with forecasting, planning &
load balancing.
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©2017 Mitel. Proprietary and Confidential.
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Customer Success
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©2017 Mitel. Proprietary and Confidential.
Partner Success
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“Customers are stickier to us with
MPA. Customers are more tech-
savvy than ever, and with MPA we
have a way to demonstrate quickly
where a problem originated, and
ensure our first level support techs
have it resolved quickly”.
TCS Canada
“There’s a wow factor when you
can show customers a problem that
they wouldn't otherwise have
detected.” MXN Corporation
©2017 Mitel. Proprietary and Confidential.
Customer Success
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Ours is a 24/7 business, so we
cannot afford downtime. Mitel
Performance Analytics gives us a
single pane of glass, alerting us to
problems quickly and offering
insight into statistics and trends.
Mitel Performance Analytics
allows us to be proactive and
see problems as soon as they
occur, preventing downtime
or a decline in voice quality.
The proactive monitoring service,
powered by MPA protects our
investment in leading edge telephony.
We know that problems like poor
voice quality won’t impact our
users, since MPA will help our support
partner to address the problem very
quickly.
©2017 Mitel. Proprietary and Confidential.
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Resources
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©2017 Mitel. Proprietary and Confidential.
MPA Sales Cheat Sheet
53
MPA DIFFERENTIATORS
✓ Designed specifically for Mitel + multi-vendor device support
✓ Proactive service quality delivery model
✓ Simple, flexible deployment (cloud/on-premise) and operation
MPA KEY BENEFITS✓ Grow partner revenues from service contracts
✓ Win & retain business with faster problem resolution
✓ Reduce cost of support delivery
✓ Meet SLA uptime commitments
MPA KEY FEATURES✓ 24/7 performance monitoring of voice quality and
other metrics
✓ Real-time alerts
✓ Reports
✓ Troubleshooting tools
✓ Secure remote access
✓ Access to UCScore site qualification
✓ Advanced management tools (backups, etc.)
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MPA Compared to Alternatives
MPA SNMP-based
monitoring
systems
Mitel voice quality (monitoring, threshold-based
alerts, detailed call data)✔ X
Trunk Utilization(calls per hour/maximum usage
for MiVB)
✔X
Multi-Tenant(partner and customer logins)
✔X
VoIP test tools(launch IP traceroute directly
from handset, access UCScore
site qualification)
✔ X
• MPA is the only tool
with visibility into Mitel
voice quality and UC
performance.
• MPA can integrate
with other IT
monitoring systems to
manage performance
from a single
dashboard.
©2017 Mitel. Proprietary and Confidential.
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MPA Resources55
InfoChannel
- Decks
- Brochures
- Demo videos
- Customer Success
Stories
InfoChannel Worldwide >
Services & Support >
Software Assurance – Premium &
Performance Analytics (MPA)
Mitel.com
- Brochures
- Demo videos
- Customer Success
Stories
- Blogs
http://www.mitel.com/service
-and-support/support-
services/software-
assurance
Training & Documentation
edocs.mitel.com- Engineering Guidelines
- System Guide
- Quick Start Guide
- Install/Upgrade Guides
mitel.absorbtraining.com
Mitel University• Installation & Maintenance
(self study)
• Sys Admin (self study)
• Sales Training
©2017 Mitel. Proprietary and Confidential.56
Mitel University
Sales Training (Self Study)
Course # 222905
Technical Training (Self Study)
Installation & Maintenance (Course #
T-MPA 2.0-IM-SS)
System Administrator
Leader-Led Training
Contact [email protected]
Onsite or web-based
http://mitel.absorbtraining.com
MPA Sales and
Technical Training
©2017 Mitel. Proprietary and Confidential.
MPA Plus Replaces Enterprise Manager
57
©2017 Mitel. Proprietary and Confidential.
Getting Started: Ordering
58
To Order:a) NEW product configuration:
Purchase Premium SWA or MPA
Plus in CPQ
b) Uplift an EXISTING customer to
Premium SWA or MPA Plus in
AMC
Order Standard Software Assurance
• Mitel Performance Analytics included
Order Premium Software Assurance
• Premium SWA is a pre-requisite
• Subscription fee is based on an uplift per
IP user on MiVoice Business
Order Performance Analytics Plus
Onboarding [email protected]
©2017 Mitel. Proprietary and Confidential.
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