Telcion operates an in-house Network Operations Center (NOC) in the heart of the U.S.
Our proactive monitoring and management solutions allow our clients to choose how hands on or hands off they would like us to be. Our service can simply be a valuable tool to augment your current resources or a fully outsourced monitoring and resolution solution.
We staff our support center based on the type and number of contracts that are active. This allows us to guarantee support to our contract customers, based on the support level purchased.
Reporting and Monitoring Samples:
Call Statistics
Service Availability
Bandwidth Utilization
Temperature Control
Voice & Data Devices
Application Availability/Functionality
Threshold Monitoring – memory, disk space, CPU
Service Level Agreement Monitoring – History & Trend Reports
Reports can be downloaded as PDF files. Reports can also be accessed from your customer portal or automatically emailed to you when a new report is published.
Other Monitoring Capabilities and Options:
Monitors Cisco products using SNMP
Monitors Unity servers and components
Monitors both Windows and Linux based CallManagers
Uses SOAP to access CallManager configuration and data
Cisco device configuration backup, history, and change detection
Custom Service Level Agreement reports for your VoIP deployment
A private customer portal to view monitoring status and regular reports
Monitoring remote nodes use SSL tunnels so no firewall changes required
Service Offerings:
Network and Voice Monitoring Service Option
24x7 remote monitoring of all network infrastructure and voice related applications
Immediate client notification of network faults and failures
Customer portal to view status of any issues that have been reported for any device
Network Change Management
Reconfiguration of network devices (routers or switches)
Reconfiguration of voice applications (auto attendants, dial plan, attendant console, or other built-in Communications Manager or Unity applications)
Any reported issue is automatically escalated and pursued to resolution. Includes the following:
- Network device faults or failures
- Voice server faults or failures
- All response times are based on the selected service level above
Upgrade Protection
Upgrade to major software releases on any platform once per year
Does not include cost to implement new features, but will be quoted on a project basis vs. T&M
Customer must own Cisco Unified Communications Subscription Service for this service
Circuit Monitoring and Resolution
24x7 monitoring of digital telephone circuits and WAN/Internet circuits
Immediate client notification of circuit failures
Customer portal to view status of any issues that have been reported for any circuit
Any reported circuit issue is automatically escalated and pursued to resolution, including:
Voice, data, MPLS circuit faults or failures
Unified Contact Center Service:
All response times are based on the selected service level above
Minor configuration changes to existing scripts (i.e. single variables, holidays, greetings, etc.)
Unlimited telephone support for the contact center supervisor
Resolution of any agent issues
Replacement of failed hardware, based on selected service level above
Installation and configuration to original state after failure, based on service level above
Software maintenance updates for bug related issues