DATA SHEET nGenius Voice | Video Manager Assuring User Experience in Unifi ed Communications Environments Highlights • Proactive performance management of video and voice services • Comprehensive service visibility across UC services with real-time network, application and call set-up views • Real-time dashboard with business-relevant Quality of Experience (QoE)-based service- level alerting • Automated troubleshooting workfl ow with guided drilldown to individual user sessions and calls • Deep visibility into end-to-end call quality and session performance Figure 1: nGenius Voice | Video Manager Real-time Dashboard. across all user devices • Historical analysis reporting by Enterprise organizations invest significantly in Unified Communications (UC) technologies service, fault, location or device with the expectation of improving collaboration and business productivity across their • Innovative service desk capabilities organizations. This adoption of UC services to enable better collaboration assumes to enable IT Staff to interrogate by that service quality will be sufficient for end users to interact effectively. Today’s UC extension, phone number, user ID deployments, however, are very complex, require uncompromising interoperability or IP address between multi-vendor products and traverse a number of different network domains. While • Leverages nGenius Infi niStream traditional performance monitoring approaches have focused on the network-related appliance as a common intelligent performance of these services, there are a myriad of issues that can impair video and data source for analyzing and voice quality. IT organizations must assess the performance of all components involved in generating performance metrics for the call across the entire network from end-point to end-point which includes call signaling voice, video and data applications and evaluate call quality from the perspective of the user. To achieve a true representation of voice and video quality, IT organizations must look inside the packet payload and • Deploy standalone or integrate with analyze the media waveform to understand how echo, signal-to-noise ratio, and other nGeniusONE platform environmental artifacts are affecting the end-user quality of experience in addition to the network affects such as latency, jitter and packet loss. Product Overview nGenius® Voice | Video Manager is a UC performance management and analysis solution that enables comprehensive real-time service management for UC services. It can be deployed as a standalone UC Performance management solution or in conjuction with the nGeniusONE™ unifi ed performance management platform for comprehensive service delivery management capabilities encompassing voice, video and data services. nGenius Voice | Video Manager delivers granular application-specific metrics for IP- based Telepresence, Video and Voice session transmission and conversation quality to characterize real-time service performance and the true user experience. This enables IT organizations to obtain actionable visibility into the end-to-end behavior and quality of UC applications and services. Supporting a broad complement of UC technologies, vendors and services, nGenius Voice | Video Manager combines proactive service management, intelligent troubleshooting, automated diagnostics, fl exible reporting and innovative service desk support to reveal UC application-level behavior on a per-user, per-call basis. ENTERPRISE DATA SHEET | nGenius Voice | Video Manager nGenius Voice | Video Manager nGenius Voice | Video nGenius Voice | Video Data Collector Engine Appliance Signaling Metrics nGenius InfiniStream Appliance Branch Office Endpoint 3rd Party Call Path Call Path Metrics CDRs Metrics Metrics PSTN Campus WAN Data IP Network SBC PSTN Center SBC Far End Figure 2: Collecting user experience metrics end-to-end. nGenius Voice | Video Manager collects vendor platform and can assess virtually extracts granular call and session quality, and analyzes in real time UC application any UC technology vendor environment. user experience and call signaling metrics stream data (RTP) and call signaling (SIP, Whether the service is voice or video, from active UC media streams. Granular SCCP, H.323) messages from strategic desktop or room-based, soft-client or fixed per-user, per-session QoE assessments visibility points along the call path, from phone, assessment methods are applied and call signaling performance is collected endpoints, and from data collected from in a consistent manner. Measurements from appliances deployed along the call VoIP call controllers, call manager and can be made across service types and path, at traffic aggregation points, at the Session Border Controllers (SBCs). for complex multi-vendor deployments. points of network demarcation, from soft- Measuring Real Time Protocol (RTP) nGenius Voice | Video Manager enables clients or from physical desktop devices streams and signaling protocols such the IT organization to understand network, and other endpoints. as ITU Session Connection Control Part application and call signaling behavior (SCCP), IETF-defi ned Session Initiation Call Data Records (CDRs) from call or and its impact on user experience to session managers can also be collected quickly isolate the source and identify Protocol (SIP) and ITU H.323, nGenius to identify called and calling party the location of what is impacting service Voice | Video Manager can assess UC information. CDR data is matched with quality. Powerful data search filters enable service performance across a wide range ® ® quick analysis by traffic type, location, of VoIP platforms including Cisco , Avaya , call/session media stream metrics and ® ® ® ® geography, function and specific user Nortel , ShoreTel , Siemens , Mitel , combined into a single call/session record. ® groups. Rich quality measurements for NEC and many others. Video systems are Utilizing a wide range of measurement voice services include echo, speech level, supported from vendors including Cisco, ® ® ® points to fully assess the quality and noise level, speech distortion, and listening Tandberg , Polycom and LifeSize . Most performance of UC services, nGenius and conversational quality. Video-related unified desktop solutions are supported, ® ® ® Voice | Video Manager leverages the measurements identify the impact of including Microsoft Lync and IBM ® following for measurements: IP impairments and application issues. Sametime . Signaling measurements for call set-up • nGenius InfiniStream® appliance – include phone number, user ID, Post Dial Real-Time UC Session and Call combined measurement of data, UC Delay (PDD), call success, Answer/Seizure Measurements signaling and UC traffic from a single Ratio (ASR) and Network Effectiveness device Ratio (NER). Phone and extension nGenius Voice | Video Manager collects • nGenius Voice | Video Data Collector numbers are correlated with media UC performance metrics in real-time along - voice and video performance streams for a comprehensive view of call call paths using high defi nition packet flow measurements from IBM and Microsoft performance. analysis from intelligent data sources and appliances deployed along the call path, UC endpoints as well as the CDR data and endpoints to deliver a highly accurate leveraged from IPT session managers Supporting UC Vendors assessment of UC media stream quality and SBCs nGenius Voice | Video Manager supports and performance. • nGenius Voice | Video Engine Appliances highly complex multi-location, multi-vendor - dedicated UC traffi c deep packet environments. Quality measurements and nGenius Voice | Video Manager also analysis appliances assessments are agnostic of any particular dynamically measures in real-time and ENTERPRISE 2 DATA SHEET | nGenius Voice | Video Manager Figure 3: Displaying real-time signaling metrics in nGenius Voice | Video Manager. Comprehensive Performance of proactive and reactive service identified event provides contextual Management with Seamless management tasks. Consequently, IT staff linkage to underlying metrics needed to Integrated Workfl ows can quickly assess large call volumes, triage and resolve problems as they occur. with guided diagnostics, drilling into a The Monitor View is updated in real time, nGenius Voice | Video Manager supports specific user call to quickly identify quality including updates for calls in progress, at a wide range of UC service performance problems, triage impact and isolate the user definable increments while IT staff management and analysis tasks. root cause of degradations. For less can define relevant alarms and alerts to The intuitive, integrated dashboard technical IT staff, automated diagnostics meet their particular operating environment provides real-time proactive service- enable a guided troubleshooting workflow requirements. level alerting and quality indicators for with plain English explanations, which all video and voice sessions. Alarms simplify and accelerate problem resolution. Troubleshoot from nGenius Voice | Video Manager These views range from high-level service The Troubleshoot View provides IT can also be viewed by category in the summaries down to individual users operations staff with a contextual analysis dashboard of nGeniusONE Real-Time session and stream analysis. path into network, payload and call set-up Service Dashboard. nGenius Voice | details for UC sessions. This view enables Video Manager proactively analyzes all nGenius Voice | Video Manager offers more technically skilled users the ability UC service traffic