Accelerate Lync/Skype for Business deployments Daniel Ragan Eastern Europe, Russia & CIS Sales

February 3rd 2016

Agenda • • • • •

IR Prognosis Introduction Why Performance Management and Proactive Allerting? Architecture and Scalability of the Software Use and interplay of Prognosis and MS Skype for Business Q&A

About IR The Company: IR •

Global, publically listed, profitable and growing

•

Over 1,000 enterprise customers worldwide

•

100+ Global Fortune 500 customers

•

5 of the 6 ‘Leaders’ in the Gartner Communications Outsourcing Magic Quadrant

The Solution: Prognosis •

UC & CC Market Leader 13+ million managed endpoints

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Avaya Sponsored & Recommended solution

•

Microsoft SDN API 2.1.1 certified on Skype for Business

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Cisco Certified Management Solution

•

Multiple 300K+ user deployments

About IR – Microsoft DNA The DNA: Microsoft • Microsoft Gold Communications Partner

• First Lync Qualified QoE Management Solution (2012) • Skype for Business Certified solution with SDN API 2.1.1 • 70+ Developers focused on Prognosis • Built on Microsoft Visual Studio • Microsoft Azure - based Cloud Solutions • Microsoft SSRS driven reporting & analytics solutions

Prognosis Solution Overview “The ability of Prognosis to quickly identify packet loss at a key network hop was critical for us resolving the issue and restoring service. The solution is phenomenal.” - Kathy Lijoi, CIO, Spoken Communications

UC Ecosystem Spend and Components “90% of CIO’s have UC related investments planned within the next year.”

“62% of IT projects fail to meet their schedules with a further 41% failing to deliver the expected business value and ROI”

Voice

Contact Center Call Recording

Conferencing

Unified Messaging

Video

SIP

UC

WebRTC

Voice / UC Ecosystem Operations

“IT incident escalation calls include an average of 8 people”

Systems

Increased maturity = decreased cost

66%

Service Aligned

2.35 Automated

Operations / Tier 1 Proactive Service Desk

Reactive

NOC

Chaotic

Operational Maturity

Server

Network

Voice Engineering

Avg 8 ppl

Operational Maturity

Triage

“UC issues take 3x longer on average to identify [than network]”

Escalation Calls

“80% of Mean Time to Repair is Mean Time to Identify / Convince.”

Operations Tier 2+

“79.3% of UC incidents are reported by users today.”

Users Initial Alert / Incident

“66% of all IT incidents are reported by users vs. existing systems.”

System Complexity

People, Process, Technology Time (5 years)

Architecture

Confidential

Solution Architecture Correlation & Automation

ITSM

Alerts

Aggregation

Dashboards

Reporting

Root-Cause Real-time Analysis Troubleshooting

One Prognosis virtual server manages 60K+ endpoints.

Centralized architecture (no probes) enables quick deployment across even the largest UC environments.

CDR CMR

SNMP SOAP

AXL HTTP

Traps In

• • •

Skype for Business / Microsoft Lync Cisco Avaya/Nortel Alcatel Lucent

SDN API

SQL

Network / Infra

Voice •

Web Services

• •

Proactive Testing

Cisco UCS / VMWare All Major Network MFG (Cisco, Brocade, HP, Dell, Juniper, Extreme, Netgear, 3Com, etc.)

WMI

AD

CLI

Oracle (ACME) Sonus Audio Codes Cisco UBE Avaya (Sipera)

SAT

CDR

Video

SIP • • • • •

Log Parse

• • • •

Cisco TelePresence Microsoft Lync / Skype for Business Polycom Radvision

SNMP

RTCP

Contact Center • • • •

UCCE (ICM, CVP, ...) Aura (AEP, AES, ...) Verint NICE

Solution Data Collection

Prognosis Management Node

LCS CDR

• Post Call • Scheduled

QoE Metrics

• Post Call • Scheduled

SDN API 2.1 Network

User Experience

Performance / Availability

Prognosis Monitoring Node

Active Directory

• In-Call

• Scheduled

WMI / WsMan

• Scheduled • On Demand

UCMA

• Scheduled • On Demand

Skype for Business

Confidential

Why Lync Customers need Prognosis UC Gartner Magic Quadrant for Unified Communications

Great Job! 

1 2 3 4 5 6 7 8

8X drop!

Not as good 

Confidential

Deep Visibility into Skype Ecosystem System Health

• •

• •

OS info (CPU, Memory, Disk, services, etc.) System Details (Up time, location, services, processes, etc.) Software – (name/version/state) Active Server Roles

Application Performance

• • • • • • • •

By Site, Pool, Server, Subnet User Details – (Type/Extension/ ID/Name/Duration) Active Channels by Modality Current Call Activity Call Volume and Quality by Subnet Call Attempt Details SIP Request / Failures Incoming Timeouts and Throttled Requests

Experience Management

• • • • • • •

SIP Disconnect Codes Call Detail Records Voice Quality (Quality of Experience) Conference Activity User Quantity User Details (type, utilization) Gateway Correlation (CDR/QoE)

Skype Advanced Correlation Site Overview Search for User experiencing Issues

Call Summary

Call Details View logical call path and quality

Review user call / conference activity & associated quality

Mediation Server Calls

Mediation Server OS View OS performance during call period

See all concurrent calls on same Lync mediation server / subnet

What Prognosis Enables

Why it Matters

Prognosis delivers time-sequenced correlation of user, quality of experience, and application-level insight to reduce Mean Time to Identify potential issues and drive rapid root cause isolation

Insightful correlation reduces issue resolution times by empowering user troubleshooting via a reduced number of required clicks.

Skype In-Flight Visibility Quality is important.

Network is important. Both in a single screen is amazing.

Skype Interaction History Familiar left side filter High level quality indicators Full search Calls + Conferences

Meeting History Understand what happened earlier today, yesterday or last month. Red is bad. Quickly correlate related issues, diagnose, and resolve.

Conference Visualization

What Prognosis Enables

Why it Matters

 Prognosis enables Lync conference call logical path visualization with corresponding quality of experience by user

 Enables rapid troubleshooting and root cause isolation to a specific user / server within a conference call session

Skype Meeting Adoption Adoption. Performance. In one place online in the web UI.

Ecosystem Dashboard Lync Systems Overview View critical Lync system components

Lync QoE Qualify of Experience across Lync ecosystem

Avaya Ecosystem View critical Avaya system components SBC Details View SBC details specific to AudioCodes

Prognosis Reporting – Key Areas of Value User Experience Service Levels Capacity Planning Service Adoption Usage Patterns Areas of Improvement

Architecture

Architecture Capabilities Mobile Enabled Web User Interface

Unified Search

Instant Combined Data

64-Bit Architecture

Cloud Enablement

Prognosis Connect

Architecture

64bit

REST API

Prognosis Encyption

Role Based Access Control

Visualization

Prognosis Insight

Target Audience

Visibility

Ease of Use Forensic Analysis Multivendor

SLA Reporting Minimize Expensive Outages Successful Deployments Improve User Satisfaction & Acceptance

Service Assurance Optimize IT Operations & Resources

Outage Prevention

Management

Operation

Proactive Alerting

Thank You A thousand points of reference, A single point of view Confidential