Page 3 - Cisco Tribune Q2 2014

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Telecom Reseller: Cisco Tribune
NEWS PRODUCTS PEOPLE EVENTS 2nd Quarter 2014 3

SOFTEL Communications delivers innovative business solutions through the
integration of unified communications/collaboration, contact center, IP telephony,
speech technologies and social media applications. We enhance customer service
through a combination SOFTEL-branded and partner products for the enterprise or
as managed services solutions, across the Americas and EMEA.
Contact us at 877 4SOFTEL, by email at moreinfo@softel.com on our website
Soft Risk, Hard Results
at www.softel.com or on Twitter @SOFTELnews

How to Measure Capacity
SERVICE CAPACITY
however, this method doesn’t allow for the
The service level of capacity management granularity of data needed to calculate
and Unlock KPIs within your
goes beyond measurements of individual these KPIs. Take voice trunks as an
components and delivers metrics based on example: in TDM or PSTN environments,
multiple resources that define one service.
we talk about trunk groups, not Cisco Voice Environments
necessarily circuits or ports, as a trunk is
BUSINESS CAPACITY
defined to go beyond a single component.
By Mark Langanki, Chief Operating Officer at Spanlink Communications
Business capacity, or “true capacity”, In VoIP, the thought of trunks and trunk
takes a look at the entire system. It starts capacity is lost due to the nature of the
with data captured at a component level, technology. Trying to calculate it the same Cisco clients can leverage capacity of a capacity management system.
but then defines how the components
way is impossible.
management tools to determine if the ITIL defines it in three distinct levels:
act together to deliver a service. Once
True capacity management in VoIP appropriate number of trunks and ports component, service and business.
the service can be measured in total,
environments requires continuous data are in use for their environments. This
the correct metrics and key performance polling to dynamically construct the view offers clients an opportunity to optimize COMPONENT CAPACITY
indicators (KPIs), such as busy hour call for the data as a component, a service, as their network usage and minimizes the This is the most rudimentary level of
attempts, average handle time and calls well as the KPIs needed from the business risk of purchasing too few or too many of capacity management, which measures
per second, can be calculated for reporting level.
these critical, but expensive resources.
a single device, circuit or element of
and monitoring.
When shopping for a capacity management solution for a Cisco But if you’re in the market for a tool a structure. Many capacity tools stop
This is often where capacity management tools fall short. environment, ask vendors how their
that can help you utilize your capacity more efficiently, be wary of products that here, neglecting to deliver information that can truly enhance service. Complex
Traditional capacity management tools, tools map to the ITIL-defined levels of fall short of ITIL’s best practices. There Cisco environments don’t use just one
originally developed for TDM or PSTN capacity management. After all, there’s a are a number of Cisco partners that lack component, and measuring each item
environments, poll for data once every huge difference between measuring the the understanding and the capability
individually fails to explain how they
five minutes. In a VoIP environment,
capacity usage of one port, and being able of providing clients with “true” capacity work collectively.
to strategically plan for your system-wide management tools. As a result, clients
network needs.
are unable to accurately measure needed
metrics, such as average handle time, busy if you’re in the market for a tool that can help you
hour call attempts and calls per second.
utilize your capacity more efficiently, be wary of
To access these key metrics and i
For more information, contact
properly evaluate each offering, you must products that fall short of ITIL’s best practices
mark.langanki@spanlink.com or
first understand the full capabilities
visit www.spanlink.com.

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