This week the Unify Square PowerMon development team rolled out two new customer requested features including Incident Prioritization and Incident Categorization. These features help customers better manage their incident dashboard and alerts while gaining additional visibility into the areas of their Lync infrastructure experiencing troubles. Further details on these features are as follows:
Incident Prioritization enables a new “quiet” mode for low priority incidents
Each Incident receives a priority ranking by PowerMon of low, medium or high. These priorities are applied to each Incident based upon the rule and the number of users impacted by the outage. Incident priority can be overridden in the user interface.
Previously, all sustained incidents appeared in the High Priority Dashboard and generated email alerts on a regular basis. With this improvement, incidents well understood by the customer can be de-escalated to Low Priority, essentially placing them into a “quiet mode.”
The low priority incident continues to be recorded as before, but it no longer is displayed in the High Priority Dashboard (now always displayed in the Other Incidents section), and no longer generates email alerts. The primary goal of this new feature is to allow operations teams to focus on the new and most impactful incidents rather than be interrupted by those well understood incidents that may take extra time to rectify.
A new addition to the Incident details dialog is the ability for the administrator to add categorization. This is the first step in a two part update that will enable administrators to gain a better understanding of how different types of issues impact system availability. Later this quarter we plan to introduce additional reporting to help track these categories and allow administrators to identify broader improvements necessary within the environment. As an example, if a customer is seeing a lot of incidents which are categorized as “Process,” then improvements can be made to internal processes. For now, administrators can start to categorize the Incidents. The available categories include:
Track incidents caused due to planned maintenance outages. This will enable the IT team to show the impact of maintenance on the overall availability of Lync.
Incidents due to human error made to a configuration or similar change which caused the environment to no longer function. Provides insight into change management or training needs.
Incidents where an individual carried out a process as expected but had an unexpected side effect. Understanding that there was a process issue allows for diagnostics and improvement.
System -> Edge, Pool, Mediation Server/Gateway
Incidents caused by a failure of a system in the environment (bug, hardware etc.). Allows for greater focus on potential improvements in the relevant area.
System -> Corporate Network
Incidents caused by issues with internal and DMZ network elements controlled by the organization, but would exclude external network services.
System -> Telephony Provider
Incidents related to issues with SIP and/or TDM services.
System -> Network Service Provider
Incidents related to ISPs as well as private circuit providers (MPLS, VPLS, etc.).
In certain cases where the incident is no longer occurring and cause was never determined. In such cases, having the incident remain unresolved would be problematic, so there needs to be a mechanism to allow for an unknown category to be specified.
Custom categories can be created to support the needs of each customer.
These new features have been rolled out to production and are currently available to all PowerMon subscribers. If you have further questions on how to use these features, please contact your account executive for additional information.
PowerMon is a cloud-based monitoring solution for Enterprise deployments of Microsoft Lync. PowerMon simulates user activities by using synthetic transactions executing advanced scenarios testing the availability of Lync services including Lync Conferencing and Lync Enterprise Voice. Visit www.unifysquare.com/powermon for additional information and to qualify for a free trial.