End-to-End Troubleshooting for Telcos

Why telcos need end-to-end troubleshooting: Dashbase and PortaOne add single-UI visibility across PortaSwitch, VoIP systems and CSP networks. Published on UC To

Maya Middlemiss

As the UI for UC applications gets better and better, the irony is that the clarity and simplicity of the interface contrast with staggering complexity underneath.

The other side of the single pane of glass is an unseen interplay of different cloud service providers, VoIP systems, networks, switches, and tools that all interact in perfect harmony — at least most of the time. And therein lies the challenge, because this multiplicity can quickly unravel when something goes wrong.

Identifying the source of the problem

[caption id="attachment_28679" align="alignright" width="200"] Alex Munk[/caption]

Troubleshooting has become the biggest headache for telcos and Communications Service Providers (CSPs). If there’s an issue with the system during a call, reconstructing the call flow means assembling data from across different components and analysing this byzantine mass of information in various formats to try to understand precisely where the problem occurred — while the customer waits with their service unfulfilled.

So for PortaOne, the partnership with Dashbase is the perfect alignment with their vision of offering their customers insight and effective troubleshooting for their entire UC experience. Dashbase provides visibility across their whole platform, including elements outside of PortaSwitch.

A shared vision for customer experience

As Alex Munk, Co-founder & CEO Dashbase, explained, it was a meeting of minds between the two brands:

“PortaOne wants to help its customers successfully run their platforms from end to end. Those customers and their platforms use PortaSwitch together with other communications systems such as SBCs, gateways, etc. PortaOne provides great troubleshooting tools for PortaSwitch, but the customer operates multiple other VoIP systems alongside PortaSwitch. There’s no way they can provide that same visibility into the other systems inside of their customers’ platforms. Our partnership means PortaOne can provide PortaSwitch customers with the ability to troubleshoot, do root cause analysis, and monitor their complete platforms from a single UI. Because this end-to-end visibility problem is not a PortaOne problem, it’s an industry-wide problem that needs addressing.”

[caption id="attachment_29592" align="alignright" width="200"] Jordan Philips[/caption]

For communications service providers operating in a complex, multi-vendor VoIP environment, this complexity is not going to go away — which is why providers with a narrow view of troubleshooting are having an increasingly difficult time finding the problem and fixing it fast. Merely confirming there is an issue doesn’t help; problems frequently arise from the interaction between two systems that each look healthy. Instead, helping customers to pinpoint problems directly with clear and intuitive data visualisation enables more people on their team to identify and solve problems fast, without even escalating a support ticket in the first place. Jordan Philips, Head of Sales at Dashbase, explains:

“Partnering with Dashbase means that PortaOne customers will get things fixed quickly, they’ll be back up and running fast — which directly impacts their ability to continue to operate and provide high-quality services to their clients,”

“It means they can proactively fix issues as they arise, rather than waiting blindly for customers to report a problem, then trying to reproduce it — when you have all the data already in Dashbase, and visualisations across the platform, you can identify and isolate the error with minimal downtime.”

Learn more

Dashbase and PortaOne will be discussing this in more detail during their joint webinar on July 1st, 2020, to help users and decision-makers get a better understanding of the implications and complexity around their UC environment. They will also discuss how making mission-critical data sets more readily available leads to faster resolution of problems and more satisfied customers.

To secure your place, register today.

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