Avaya Diagnostic Server Use Case
Avaya Diagnostics Server is implemented under your network gathering data and providing tools that can be used to quickly pinpoint and resolve endpoint and network issues. Here are three scenarios in which Avaya Diagnostics Server identifies and solves different network problems.
Today's communications networks are complex and highly distributed, connecting a wide range of devices and media. This is what makes them so critical to meeting the needs of employees and customers, so valuable to an enterprises' overall performance. But that's also why it's so important to ensure peak performance across the network at all times.
Any loss in speed, quality, reliability, or other issues can be extremely disruptive to employees and customers. Resolving network issues can be challenging, requiring extensive data gathering and analysis. Problem conditions have to be replicated. Site visits, specialized equipment, and coordination with network providers and other third parties are often required.
It can be a time-consuming and costly process with lots of finger pointing, but it doesn't have to be. Instead, imagine your network with Avaya Diagnostic Server, implemented specifically on your network and completely under your control. Avaya Diagnostic Server works continuously behind the scenes, gathering data and providing tools that can be used to quickly pinpoint and resolve end-point and network issues, in less time with little or no disruption, and far less cost.
Curious about how you might use Avaya Diagnostic Server in your business? Here are three examples of how Avaya Diagnostic Server is delivering benefits to businesses just like yours, right now. Let's look first at a business with multiple contact centers. It's three in the afternoon and several agents in the Dallas Contact Center are complaining that the audio on their calls is not good.
The IT operations manager notes that these complaints have been happening around the same time each day. What's behind the pattern? A check of the data collected by Avaya Diagnostic Server shows packet loss and jitter occurring around the same time as the reports of audio problems. That suggests a correlation with the performance of the network.
But what, exactly? To investigate, the IT operations manager uses Avaya Diagnostic Server to make test calls between Dallas and New York City to replicate the problem reported. First five calls, then ten, no problem. But at 50 calls, jitter and packet loss occur. With the help of the Avaya Diagnostic Server, the IT operations manager makes the correlation, high call volume is driving poor audio quality.
A call to the network service provider pinpoints the problem. The voice queue was sized too small. Expanding it will protect the audio even when call volume skyrockets. An easy fix, thanks to Avaya Diagnostic Server, a problem that might have taken days to figure out, is resolved within hours.
Here is another example. A company is launching new branch offices with new communications endpoints, 40 to 50 per branch. Individual testing of each device after setup and implementation normally requires scheduling personnel for several days at their branches and at headquarters. Now, using Avaya Diagnostic Server, the network manager can orchestrate testing of the devices remotely.
He can generate calls to every endpoint in a branch all at once, instantly identifying and resolving setup and performance issues. These calls can be left up indefinitely to thoroughly evaluate quality of service over time. Instead of days, the job is done in hours. Instead of multiple people in the branch and at headquarters, all it takes is one person and Avaya Diagnostic Server.
Finally, let's look at a company that relies on its network to deliver remote PC-based video training to new employees. Providing training this way is very cost effective and the employees, themselves, prefer it. But lately, people at several locations have complained of poor video quality. Performance data, collected by Avaya Diagnostic Server, confirms the existence of increased delay and jitter.
It's happening somewhere between headquarters and the branch sites where training is taking place. But where, exactly? A network relies on DSCP markings to ensure that voice, video and data are treated correctly every step of the way. Using Avaya Diagnostic Server, the network manager is able to do a deep dive on every network hub.
Now, he can see that the DSCP value of the video traffic is correct at headquarters, but then loses its preferential treatment in the service provider cloud before it gets to the branch. That's the problem. A quick call to the service provider gets the network reconfigured. Problem solved. The next training session goes off without a hitch.
In the past, each of these situations might have required onsite visits, special tests, even the installation of probes or sniffers, not to mention extensive involvement of customer and support personnel. Now, with Avaya Diagnostic Server, these problems can all be resolved faster and more effectively at lower cost, and with minimal disruption.
You rely on your communications and collaboration solutions. They are critical to your business. Now you can rely on Avaya Diagnostic Server to help you make sure they're there when you need them. If you're now an Avaya Support Advantage preferred customer, the Avaya Diagnostic Server is included with your coverage.
If you're not, Avaya Diagnostic Server is a great reason to upgrade. Either way, talk to your Avaya representative and start imagining all of the things you can do when you have Avaya Diagnostic Server keeping your network performing at its best.