Management Services

Proactively minimize downtime for your voice solution

With voice being a mission critical application, its availability is of paramount importance. Mitel Management Services allow you to build upon your standard maintenance contract to become more proactive in how incidents are managed. Mitel’s suite of Management Services focus on minimizing downtime for your voice solution.

See the Resources section below for Management Services Overview Brochure and Fliers.

Services Available:

Remote Monitoring
The Mitel Remote Monitoring solution is designed to reduce downtime by monitoring your mission critical voice communications network every minute of every day. In the event of a fault, an alarm will be sent to the Mitel Network Operations Centre (NOC) and Mitel’s fully trained 24-hour engineering team will then remotely diagnose the incident. In addition to the above reactive example, Mitel’s solution can alarm against capacity and trend issues, thereby preventing incidents from materializing. In essence, your staff and, more importantly, your customers may never be aware of the problem.

Release Management (UK and Europe only)
This service is aimed at companies that are proactive on patch management within their own ICT policies and look to maintain software loads no more than N-1. Mitel has successfully passed its ISO20000 accreditation for several years and is a firm believer in the ITIL framework. When introducing any change on any system there is always an element of risk. Mitel’s Release Management service significantly reduces this risk by following defined best practice guidelines.

Capacity Management (UK and Europe only at this time)
Mitel delivers an automated service that allows you to fully comprehend all the elements of your voice solution. Capacity scans of your voice solution can be executed at regular intervals allowing for both a current snapshot and trend analysis against previous scans. Once complete, the capacity scans can be made available in a number of simple to use formats.

Toll Fraud Detection (UK and Europe only at this time)
Fraudulent calls due to internal phone abuse or external dial-through costs businesses significant amounts of money every year. The Mitel Phone Fraud Detection service looks to minimise both internal and external abuse through a number of defensive mechanisms. The detection service includes the basic "Check the Carrier Bills" to the sophisticated SwitchGuard module of your Eclipse CMS. The SwitchGuard modules automatically monitor converted live call records looking for signs of potential fraud. It then notifies you with details of the event so you can take appropriate action.

Voice Mail Security Audits (UK and Europe only at this time)
The service is aimed at companies using Mitel Communications Director (MCD) embedded voice mail. With the Mitel voice mail system having its own user account database, end users often leave the password as default and this opens the system up for abuse. The voice mail audit service provides an easy to understand graphical report to enable companies to ensure their voice mail systems have been secured and users are not abusing the system.

Remote Backups (UK and Europe only at this time)
With your IP telephony solution being a mission critical application it is important in the event of failure not only that the system is brought back online but also that it has the most recent configuration. With Mitel’s state of the art data center, you can rest assured that your data is held within a secure, highly resilient off-site location. The backup of your IP telephony solutions’ unique configuration is of the utmost importance. This Remote Backup Service ensures your telephone systems can be restored quickly and thereby maximize the availability of this critical system.