Enterprises appreciate unified communications solutions for their seamlessly integrated tools, allowing better voice quality and video conferencing that’s available from anywhere. The cost of unified communications is also attractive, with a subscription-based pay model that allows for categorization as an operating expense.
What enterprises don’t anticipate when they choose unified communications are the challenges that can come with troubleshooting. In many cases, it’s not one unified communications system serving an enterprise, but several. When a conference call makes everyone sound like they’re in a rainstorm or when a video conference starts dropping participants, it may be hard to know where to start looking for the problem.
Here are four useful steps for setting up a plan to troubleshoot unified communications:
Get the right tools. You’ll want an end-to-end solution that will survey every disparate component of your unified communications solution. It should also provide alerts, and not just when things have already gone wrong. You should receive notice when the tool detects a potential problem arising, so that you can identify the source and make the necessary adjustments. The alert should be specific, so that you’re not trying to correct a problem at the software level that’s truly a network issue.
Prioritize visibility into voice quality. Your solutions should provide end-to-end visibility, so that when voice quality begins to fade or stutter, you can quickly get to the root of it. With multiple unified communications vendors, you need to be able to pinpoint the application that’s causing a problem. You also need to be able to see network-hop information in your metrics so that you can see bottlenecks and latency in your call quality.
Assess and test your systems. When you implement a new unified communications vendor, you should test your network’s ability to manage the additional load. Even when you’ve hit a good rhythm with your technology, continue to test it daily so that you can identify and isolate a problem once it’s detected.
Encourage the growth of expertise. You need a team that’s well-versed in unified communications, with step-by-step instructions for troubleshooting. It shouldn’t only be your tier-one employees, particularly if you’re a global enterprise. You need your tier-two or night team to be able to detect and solve problems without having to wait for your primary team to return in the morning.
Don’t skimp on training. It’s important that when you invest in disruptive technology like unified communications, you equip your team to extract as much value as possible from the investment. Take the time to train your staff to efficiently and effectively troubleshoot your unified communications systems.
Compass Solutions provides the technology and the training you need to run your unified communications systems without interruption. Contact us for more information on troubleshooting and other topics related to unified communications.