by: Bill Casey
A recent survey conducted by Emprix revealed that more than one third of
all VoIP service providers, which includes Hosted PBX service, are unable
to recognize they have a service quality problem until a customer
complaint is received.
In a world where mission critical business applications routinely flow
through data networks, it is distressing that no monitoring capability
exists for many service providers of our newest and best technology. In
the enterprise market, the financial viability of a business can very well
depend on a vendor.s technical strength and on their capability to
proactively monitor and fix problems before the end user is affected.
Before selecting a vendor for your VoIP Hosted PBX service make sure they
are equipped with the proper Network Management System (NMS) for their
VoIP deployments, one that allows their Network Operations and Field
Technicians to identify and troubleshoot VoIP problems without relying
upon a complaint from you to trigger an action on their part.
Your Hosted PBX provider should have the capability to proactively monitor
detailed call quality statistics including MOS, jitter, latency, and other
measurements. State-of-the-Art network monitoring systems have advanced
diagnostics linked to an online knowledgebases that automatically provide
network technicians with troubleshooting tips. This capability
dramatically reduces the effort and time required to identify the root
cause of poor quality calls, and more importantly it reduces the time that
your business is affected by the trouble.
Their system should also incorporate trend analysis and pro-active
notification of poor VoIP call performance so that the network technician
is able to identify and resolve issues that would otherwise impact VoIP
service delivery to your business. With the proper network management
system, in the event that you do have a problem, it is likely that the
trouble can be rectified remotely rather than waiting for a time-consuming
truckroll.
When you are in the process of evaluating Hosted PBX service offerings,
make sure that your evaluation criteria is heavily weighted to include the
vendor's network monitoring capabilities, and that they have the proper
tools to effectively measure, monitor and manage all of their VoIP
endpoints.
Whatever you do, don't buy VoIP service from a "blind" provider.
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