Problem and Operations Monitoring
Incident Tracking
Event Notification
Telephone Support
Perform Software Upgrades
Perform Moves, Adds, and Changes (MAC’s)
Monitor Health and Performance of System
Produce Performance and Availability Reports
nPower Xtranet Web Portal

Problem and Operations Monitoring

IPCare IPC delivers monitoring and management of all critical components of the IP telephony environment including:

• Cisco CallManager, Unity, E911, voice gateways, and other infrastructure devices supporting the IP telephony environment
• Intelligent agents are installed on each component to continuously gather information on availability, utilization, and operational performance including:
  • Process and service failures
  • Resource shortages
  • Performance bottlenecks, including CPU, memory, disk, and swap utilization
  • Network interface failures and bottlenecks

• All incidents, support calls, and requests pertaining to managed components are fully documented within the IPCare ticketing system.
• Incidents and open service tickets are available through the nPower Xtranet.

• Both systems device and circuit outages are monitored and managed by IPCare support teams.
• Experts open a ticket to track the incident
• Authorized Client personnel are notified via e-mail, phone, or pager (Client determined) once the ticket is created

• IPCare support team is available 24 x 7 to quickly resolve issues.

• If the upgrades can be performed remotely, IPCare experts can either perform software upgrades for the customer, or work with them to make sure that they have sufficient support from IPCare IPC experts to perform it themselves. This includes the CallManager, Unity, voice gateways, routers and switches that are part of the IP communications infrastructure.

• Upon authorization from our Client, the IPCare support team will remotely perform configuration changes as a result of:
  • Existing phones moving to a different user
  • New phones and voicemail being added to the communications system
  • Changes to voice VLANs
  • Changes to features on phones

• IPCare support teams will monitor the IP telephony systems for overall health and system performance that addresses monitoring for warnings and errors as well as recognizing trends for capacity planning.

• Performance and availability reports are available through the nPower Xtranet where the following reports can be easily and securely viewed:
  • Call Statistics
  • Cluster Summary
  • Gateway Utilization
  • Problems and Availability
  • Registered Phones
  • System Performance

• Access to see trouble tickets and topology map views
• Managed devices health summary graph
• Ability to run health and performance reports