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VOIP: How to Find and Fix Problems Quickly?

VOIP: How to Find and Fix Problems Quickly?. Dan Pearl Product Manager Oracle Communications. Safe Harbor Disclaimer.

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VOIP: How to Find and Fix Problems Quickly?

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  1. VOIP: How to Find and Fix Problems Quickly? Dan PearlProduct Manager Oracle Communications

  2. Safe Harbor Disclaimer “The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle Corporation.”

  3. Program Agenda • Your Communications World is Changing…and It Will get MORE Complicated First • VOIP Troubleshooting Challenge • Palladion is the Solution • Fraud • Case Studies • Can you Predict the Future?

  4. Our Communications World is Changing Communications Enabled Business Processes OTT The Desk Phone is Dead IMS Ubiquitous Broadband Consumerization of Technology Mobile New Protocols (Diameter) Cloud

  5. Communications: MORE Complicated First… Mobile Enterprise Core Fixed Line ROBO Enterprise Contact Center Data Acquisitions VAS Network Team vs. Telecom Team

  6. …in the Midst of Day2Day Business Challenges Customer Experience/ Reduce Churn Carrier vs OTT Network issues / Truck Rolls SLA Compliance Employee Productivity Revenue Leakage / Privacy

  7. Key service factors impacting Customer experience • Availability • Reliability • Quality CX and the Network Customer Touch points Network Customer Churn Factors

  8. 80% of MTTR is in Diagnosis THE LONGER IT TAKES ME, THE ANGRIER MY CUSTOMERS GET!

  9. Quality Issues in the VoIP and UC Network >56% enterprises implementing VOIP have quality complaints 80% even though 80% use QoS THE LONGER IT TAKES ME, THE ANGRIER MY CUSTOMERS GET! Challenge 90% operating cost savings with specialty tools average pay-back = 3-4 months Solution

  10. Palladion Enterprise Helps you find and fix problems quickly Monitoring Troubleshooting Fraud Analytics

  11. Palladion Enterprise How does it work? High-Level Data Center / NOC Database / App Layer Communications Operations Monitor (COM) Fraud Detection Mediation Engine SIP / RTP Stats SIP / RTP Stats SIP / RTP Stats UC Infrastructure / “Enterprise” Contact Center ROBO Network Probe Layer Hosted / Outsourced CC Palladion Passive Probes – 3rd Party Linux Servers

  12. What Makes Acme Packet Palladion Unique? Designing for Differentiation Innovative constantly evolving software-based solution running on standard server hardware, built on a modern architecture. Reduces Complexity easy-to-use interface, it doesn’t require extensive protocol knowledge. Saves Time spend less time assembling data, setting up infrastructure, finding and fixing problems…and more time adding value Extensible & Open plug-in interface for apps and a REST API for managing new requirements; direct integration to Acme Packet technology Real-Time sub-second visualization, analysis and troubleshooting on real-time calls; it doesn’t wait for CDRs or aggregations Reduces Risk the only solution on the market combining communications monitoring, troubleshooting and fraud analytics

  13. Acme Packet Palladion Dashboard

  14. KPIs and Metrics

  15. Active Calls

  16. Call Details

  17. Ladder Diagrams

  18. Trunks

  19. Voice Quality

  20. Types of Telecom Fraud International revenue-share fraud PBX hacking Voicemail hacking Employee Calls Rogue User Devices / PBX

  21. Fraud Detection & Prevention

  22. Slides Removed for Online Portal • For information on case studies and future developments, please contact Dan Pearl, Product Manager • Dan.Pearl@oracle.com

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