Managed unified communications services include Alert Management, Standard change management, non-standard change management, Vendor Management, Patch Management and problem management across the following set of technologies:
- CISCO UNIFIED COMMUNICATIONS MANAGER
- CISCO UNIFIED COMMUNICATIONS MANAGER EXPRESS
- CISCO BUSINESS EDITION 6000
- COMMUNICATIONS/ VOICE GATEWAYS
- CISCO JABBER
- CISCO UNITY CONNECTION
- CISCO WEBEX MEETINGS
- CISCO UNIFIED ATTENDANT CONSOLES
- CISCO EMERGENCY RESPONDER
- MICROSOFT LYNC INTEGRATION
- CISCO TELEPRESENCE
SUPPORT PROCESS:
SOME OF THE STANDARD CHANGE MANAGEMENT TASKS:
| Level 1 Tasks | Level 2 Tasks |
| Adding/Changing/deleting speed dials | TOD setup for handling incoming calls |
| Adding/Changing/deleting call forward | Bandwidth on Demand |
| Adding/Changing/deleting CMC codes | Adding, modifying and assigning VLANs. |
| Adding/Changing/deleting display names on the extension | configuring Hunt group, pick up group, |
| Adding/Changing/deleting Call restriction levels | Configuring and troubleshooting FAX in UC |
| Adding/Changing/deleting CTI, Ext Mobility, MAC using BAT | Change related to NAT/PAT |
| Adding/Changing/deleting Dummy extensions/VM box | Inbound/Outbound calls, Voicemail Issues |
| Adding/changing/deleting shared lines | |
| Adding/changing/deleting .WAV file notifications | |
| Adding/changing/Deleting user profile | |
| Adding/Changing/deleting Fax lines | |
| Adding/Changing/deleting a call pick up group | |
| Adding/Changing/deleting VM tree | |
| Adding/Changing/deleting Call handlers | |
| Adding clients details in Netwise | |
| Assigning public and private static/DHCP IPs to end devices |
SOME OF THE ALERT MANAGEMENT TASKS:
| Level 1 Tasks | Level 2 Tasks |
| Checking device high memory issues. | Handling MGCP fallback issues. |
| Checking syslog event alerts. | Handling VPN tunnel issues. |
| Verifying SNMP trap notifications. | Troubleshooting ISDN related issues. |
| Checking the monitoring tools on timely basis. | Working with service providers (T1/E1 Issues). |
| Checking device high CPU issues. | Assisting clients over phone. |
| Checking device space issues. | Taking regular backups of servers. |
| Checking process down issues. | Handling T1/E1 issues. |
| Working with service providers | Isolating and Troubleshooting Route issues. |
| Verifying Events in servers. | Resetting IP Phones from gateway. |
| Circuit Information tracking and update | Handling Service Desk Activities. |
| Handling Device reboot issues | Resetting clients user account password in AD |
| Assign tickets to appropriate engineers | Verifying CCM/Unity failover. |
| Acknowledge client emails/update tickets | Verifying and taking DIRTS, BARS manually |
About Us
EIL Global New Zealand Ltd is a global information and communications technology company with an impeccable record for providing comprehensive, integrated Managed Services and Professional Services and excelling in Network Infrastructure Management Services (Voice, Data & Video) and other IT Infrastructure Services (End User Computing, Applications, Storage and Virtualization). EIL Global Ltd has offices in Australia, India, United Kingdom, United States of America and Singapore. At EIL Global, the whole spectrum of delivery and service lines include:
Designing, Implementing and Managing Integrated Networking Solutions
Proactive Network Monitoring and Management
NOC (Network Operations Center) & SOC (Security Operations Center) Services
Network Engineering Services in Unified Communications, Collaboration technologies
New Zealand (Auckland)
Level 26 PWC Tower, 188 Quay Street, Auckland 1010, New Zealand
Telephone: +64 (0) 93632811
E-mail: [email protected]
Australia (Melbourne)
Level 27, 101 Collins Street,
Melbourne VIC 3000, Australia
Telephone: +61 (03) 9221 6265
E-mail: [email protected]
Australia (Adelaide)
Level 30 Westpac House, 91 King William,
Adelaide SA 5000, Australia
Telephone: +61 (08) 7088 4865
E-mail: [email protected]