FAQ

Get answers to your questions fast!

Getting Started

What devices does vAnalytics support?

Here is our full list of supported video infrastructure devices:

  • Cisco Video Communications Server (Control and Expressway)
  • Expressway Core and Edge
  • Cisco Multipoint Control Unit (Codian MCU)
  • Cisco Telepresence Server
  • Cisco Telepresence ISDN Gateways
  • Cisco Telepresence Management Suite & Provisioning Extension
  • Cisco Unified Communications Manager
  • Cisco WebEx
  • Cisco Meeting Server (Acano)
  • Microsoft Skype for Business
  • Pexip Management Node
  • Polycom DMA with API License
  • Polycom RMX
  • Polycom RPRM with API License
  • Vidyo Management Portal
  • Zoom

Endpoints:

  • Cisco MX Series
  • Cisco EX Series
  • Cisco DX Series
  • Cisco Profile Series
  • Cisco SX Series
  • Cisco C Series (Tandberg)
  • Polycom HDX
  • Polycom RealPresence Group Devices
Why are some panels empty?

There can be a few reasons for blank panels in vAnalytics. If you see a panel that is blank, it can be because you do not have that type of infrastructure in your environment or you are not currently using Vyopta to monitor it.

However, if you see a panel that is blank in Advanced Analytics, it can also be because there is no data for the selected parameters. When creating custom panels, it’s good to keep in mind that if you request data that is not represented in your environment (for example, if you create a capacity panel for TPS and don’t use that infrastructure) or filter the data-set down to nothing… the panel will be blank!

If you have a blank panel that you do not think should be, please contact Vyopta Support. You can contact support by emailingsupport@vyopta.com or by visiting our contact page.

For more information on custom panel creation in Advanced Analytics, give our Creating Panels page a try. If you want to remove any panel, you can do so by hovering over the panel and using the trash icon that appears in the top right corner of the panel.

Can I use multiple dashboards?

Yes! With Advanced Analytics, you’re no longer restricted to a single dashboard on your Dashboard, Adoption, Issues, or Capacity tabs. By clicking the button, you can create custom views with custom titles (and hinge custom reports on those views).

By adding additional dashboards, you can slice your data out in context by highlighting or hiding data with filters. You can see custom dashboards in action here:

… and read more here from our Product Marketing team. Custom dashboards are fantastic but the article above also discusses our endpoint and location tagging, which allows those new dashboards to be focused by region, department, or any other signifier that can be added as a tag!

When does Vyopta process data for Advanced Analytics? What about daylight savings?

We process data nightly, Sunday through Thursday with a weekly maintenance window on Saturday night (CT North America). As a result, Advanced Analytics will reflect data from your environment as of the previous business day. Additionally, it may take approximately 24-48 hours for your endpoints to appear in the vAnalytics Real Time & Advanced Analytics modules. Endpoint and location tagging for Advanced Analytics will usually be available the next business day, but may also take 24-48 hours to become usable in groups and filters.

Please note, we operate in standard time and do not acknowledge daylight savings compensations. While this may change in the future, currently all times will be reported without daylight savings offsets.

Dashboards

Why do I show endpoints down in Real Time?

There are two potential sources of endpoint information in your vAnalytics environment. If you are using Vyopta’s Endpoint Monitoring feature, it is the primary source of endpoint status for the endpoints it is actively monitoring. Endpoint Monitoring probes each monitored endpoint directly to collect endpoint status as well as call quality data. If it is unable to detect that the endpoint is active, it will show the endpoint as down.

Absent Endpoint Monitoring – or for endpoints not supported or being monitored by Endpoint Monitoring – the vAnalytics Data Collector is the primary source for endpoint status (available, not available, in call). This status is determined by cross referencing the list of active registrations on your call control devices with the aliases as specified on your management system (TMS, CUCM, etc.). If an endpoint is indicated as not available, then that indicates that the registration alias(es) assigned to this endpoint are not showing active registrations across any of your call control devices.

Note: If the endpoint is just turned on and registered to your network, this does not indicate available status because the endpoint must also be registered to a call control device.

Interested in deploying Endpoint Monitoring? For most environments, it can be deployed on the existing Data Collector server and activated within minutes. You can contact support by emailing support@vyopta.com or by visiting our contact page.

How can I share the dashboard in Real Time?

In vAnalytics Real Time, data will be updated every few seconds. Sharing this information instantly becomes very relevant in trouble shooting. While on any tab in vAnalytics Real Time, you can capture a screenshot by clicking on the Capture button (d1a ) at the top right corner of your page. This screenshot will be immediately downloaded in .PNG format to your local machine.

d1b

You can capture a screenshot of an entire page or individual panels. Individual panels have a camera icon at the top right corner of the panel to capture the data.

d1c

What are Participant Minutes vs. Meeting Minutes?

Meeting Minutes represents the clock time of a meeting – or in the case of the summary metrics at the top of the Meetings tab, the sum of the clock times of all meetings in the view. Participant Minutes and the subsidiary values Participant Video Minutes and Participant Audio Minutes all take into account the number of participants and their individual time of participation in meetings.

As an example, look at the screenshot below which shows a filtered list of three meetings.

d6

For meeting #1: Meeting Minutes = 50.35, the clock time of 50 minutes and 21 seconds. Participant Minutes (and since this call, like all three, is video only, Participant Video Minutes) is the sum of the individual participants’ time on the call, or 50.33 minutes + 50.07 minutes = 100.40 minutes.

For meeting #2: Meeting Minutes = 74.32, the clock time of 74 minutes and 19 seconds. Participant Minutes is the sum of the individual participants’ time on the call, or 74.17 minutes + 74.07 minutes = 148.23 minutes.

For meeting #3: Meeting Minutes = 93.05, the clock time of 93 minutes and 3 seconds. Participant Minutes is the sum of the individual participants’ time on the call, or 93.02 minutes + 92.82 minutes = 185.83 minutes.

(Note, the display data for individual figures reflects rounding that may not perfectly tie when summed with other similarly rounded figures. In a similar way, clock times are presented without fractional seconds displayed, leading to similar minor anomalies.)

At the summary level (the key figures above the detailed list of meetings), the totals for Meeting Minutes and Participant Minutes are presented without fractional portions of minutes, so Meeting Minutes = 50.35 minutes + 74.32 minutes + 93.05 minutes = 217 minutes (217.72 minutes), and Participant Minutes (and Participant Video Minutes in this example) = 100.40 minutes + 148.23 minutes + 185.83 minutes = 434 minutes (434.46 minutes).

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can click on the share button at the top right corner of your page to schedule a one time or recurring report.

How is the % change presented in the Dashboard summary calculated?

By default, the Advanced Analytics Dashboard provides you with a high level overview of your total video minutes, number of managed endpoints (from your TMS, CUCM, etc.), active endpoint count from the list of managed endpoints, and the total meeting count for the time period selected. The percentage change is calculated based on the previous data for an equivalent amount of time. (In other words, if you are currently viewing a month of data, the percentage change is based upon the previous month’s results.)

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can click on the share button at the top right corner of your page to schedule a one time or recurring report.

How do I get an image capture of my panels or dashboards?

We’ve streamlined image capturing your panels and dashboards and now you can get PNG image files with the click of a button! In Advanced Analytics, you can download an image file of your current panel view by clicking the camera icon that appears when hovering over a panel.

Alternatively, you may want to get a screen of an entire dashboard view. To do so, select the dashboard and then click the camera icon in the upper right of the screen (beside the Share button).

What are the default panels? How do I get them back?

Advanced Analytics allows for more customization than ever… but who wants to build it all themselves? We built Advanced Analytics to take care of the vast majority of uses cases out of the box. The default panels for their respective tabs have their own panel configuration, which can be accessed using the gear icon that appears on hover in the upper right of the panel.

The panel configurations for the default panels are listed on our Default Panels page. That said… what if you want to return the default panels everywhere or just set everything back to “factory settings”? While we do have an option that allows for this, it is a full wipe back to defaults (on a per user basis) and should only be used if one’s intention is to return all panels and dashboards back to their default states.

If that’s what you need to do, you can access this tool under the user menu in the upper right. Once you click it (where your name is displayed), it will dropdown and include a button that says ‘Clear Preferences’.

Clicking this will revert everything (Realtime and Advanced Analytics) back to default settings but remember… this will clear custom panels and dashboards. If you only need to re-create a panel or two, using the Default Panels page to find configuration settings can be a much less drastic measure.

Capacity

How can I see my licensing usage for a period of time and for a particular technology?

There are several ways to assess license usage for a particular technology in both vAnalytics Real Time and Advanced Analytics.

1. In vAnalytics Real Time, navigate to the Dashboard tab. License usage can be viewed in three panels: Call Control License, Bridge License, and License Utilization. You can capture a screenshot of this information at any point by clicking the ‘Capture’ button at the top right corner (to capture the entire dashboard) or by clicking on the camera icon within each panel (for an individual panel capture).

Don’t see the panel you want? Click the addpanels link in the upper right under the date range selected.

c1

In the example above, we are viewing the license utilized for bridge and call controls. You can switch this to view license availability instead of license utilized by clicking on the gear icon on each panel.

c2

c3

2. In vAnalytics Real Time, navigate to the Capacity tab. In this tab, you can view technology license usage by system type in individual panels.

c4

This panel can be customized to view any of your infrastructure types (PEXIP, ACANO, CTPS, VCS, CUCM, etc) by clicking on the gear icon in the panel.

c5

3. In Advanced Analytics, navigate to the Capacity tab. In this section, you can view peak capacity for all the different infrastructure components in your environment. The infrastructure in your environment should auto-generate the panels for that infrastructure, but you can also go off-road and create your own! For the default panels, you’ll get a panel that looks something like this:

When you hover over any datapoint along the line, you can view the exact percentage for that moment in time. By clicking on a particular peak, you can drill down to get additional context in the details view of that timeframe.

Don’t see the panel you want? Click the addpanels link in the upper right under the date range selected. From here, you can select ‘Distribution’ or ‘Trend’ and then pick the ‘Capacity’ category data set. Then, select either ‘System Capacity’ or ‘System Capacity Percentage’ and you should be able to get a total view of your capacity infrastructure.

While that apples-to-oranges comparison isn’t useful in a direct sense, it does expose the names of your infrastructure as they are leveraged by the filtering system! With that in mind, you can start setting filters to remove vendors or systems you don’t want to see. For more info on using filters and creating custom panels, please see our Creating Panels page.

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. As you expand the date range, additional options within the panels become available, including Day, Week, Month, & Quarter views. You can click on the share button at the top right corner of your page to schedule a one time or recurring report.

How can I identify peak usage times for a particular technology?

In the Capacity tab of Advanced Analytics, navigate to the capacity panel for the infrastructure you want to analyze. Don’t see the panel you want? Click the addpanels link in the upper right under the date range selected.

From here, select ‘Trend’ and then pick the ‘Capacity’ category data set in the popup that opens. Then select either ‘System Capacity’ or ‘System Capacity Percentage’. Then click the ‘Systems’ dropdown (pictured below) to select the applicable technology. You should see something like this:

As noted in the previous FAQ question, if you were looking at the default panel for VCS, it would look something like this:

… and you can access a detail view of any of the peaks by clicking on any point on the line. On click, a drill-down is opened in a new window that provides more information on that peak in the timeframe.

For more information on custom panel creation in Advanced Analytics, give our Creating Panels page a try. If you want to remove any panel, you can do so by hovering over the panel and using the trash icon that appears in the top right corner of the panel.

Adoption

How do I identify my most utilized & least utilized endpoints?

There are several ways in which you can identify the most utilized and least utilized endpoints in vAnalytics.

1. In the Adoption tab of Advanced Analytics, there is an automatically generated panel called ‘Top Managed Endpoint Summary‘, which can be configured to reflect: Immersive, Group, Personal, Software, Phone, or Other. While this summary panel is included automatically, it can also be configured by clicking the button and selecting the Summary panel type. Then, select the Top Managed Endpoints data source and the desired endpoint category. The panel configuration will look something like this:

…and result in a table summary that looks like this:

Percentage change is calculated based on the previous data for an equivalent amount of time. (In other words, if you are currently viewing a month of data, the percentage change is based upon the previous month’s results.)

2. In the Endpoints tab of Advanced Analytics, the view will default to Managed Endpoints. In this view, select the endpoints for which you would like to view utilization, and click on the Total Calls column heading to sort the endpoints in ascending or descending order of total calls. The Endpoints menu should include the applicable managed endpoint devices for your environment and would look something like this:

In the example below, you can see endpoints sorted in descending order based on the total number of calls.

3. In the same spot – Advanced Analytics Endpoints tab, Managed Endpoints view, desired endpoints selected – click on the Utilization Rate column heading to sort the endpoints in ascending or descending order based on utilization rate. Utilization Rate is calculated as the utilization percentage during a user-defined window each week. In the screenshot below, we see endpoints sorted in descending order based on their utilization rate. In this example, the utilization rate is based upon the user-set values for number of workdays per week to be considered, and the number of hours per workday. This in turn defines the number of hours that represents 100% utilization per week (56 in the example below), and by extrapolation, the number of hours in a month, quarter or year. (When using a 7-day week, of course, you can simply use the hours per day as the basis for 100% utilization.)

For example, the most utilized endpoint in the example below was used a total of 4222.26 minutes during the month of March. March is 31 days, which means 100% utilization in this case is 31 days x 8 hours/day = 248 hours, or 14,880 minutes. The utilization rate is then simply 4222.26 minutes / 14,880 minutes, or 28.38%.

To provide an alternate example using 5 days a week, 8 hours per day as the basis: This means that 40 hours of utilization per week, or 5.71 hours per day, represents 100% utilization. For the same date range, the month of October, 100% utilization would be 31 days x 5.71 hours/day = 177.14 hours = 10,628.57 minutes, meaning the utilization of the top endpoint would be 39.73% (4222.26 minutes / 10,628.57 minutes) in the above case.

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can also click on the share button at the top right corner of your page to schedule a one time or recurring report.

How do I identify my most utilized & least utilized conference rooms (VMRs / CMRs)?

There are multiple ways in which you can identify the most utilized and least utilized VMRs in Advanced Analytics.

1. In the Adoption tab of Advanced Analytics, there is an automatically generated panel called ‘Top VMR Summary‘, which can be configured to reflect: AcanoCTPSMCUPexip, RMXSkype, and Vidyo. While this summary panel is included automatically, it can also be configured by clicking the button and selecting the Summary panel type. Then, select the VMRs data source and the desired system type. The panel configuration will look something like this:

And result in a table summary that looks like this:

Please note that static VMRs which are not used during the selected time period will not appear in the list. Percentage change is calculated based on the previous data for an equivalent amount of time. (In other words, if you are currently viewing a month of data, the percentage change is based upon the previous month’s results.)

2. In the Meetings tab of Advanced Analytics, select the VMRs view at the top. In this view, select the technologies for which you would like to view utilization, and click on the VMR Meeting Count column heading to sort the meetings in ascending or descending order of number of meetings.

In the example below, you can see meetings sorted in descending order based on the total meeting count.

In a similar way, the other usage related columns (e.g., Total Minutes) can be used to rank utilization.

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can also click on the share button at the top right corner of your page to schedule a one time or recurring report.

How do I identify my most utilized and least utilized Webex hosts?

In the vAnalytics WebEx module, navigate to the Hosts tab. This tab contains all the webex meetings hosted with host name and call details. Click on the Meetings column heading to sort the hosts in ascending or descending order based on number of meetings. You can drill down further by selecting hierarchy and/or filtering the data based on several search criteria.

ad12

Tip: You can use the date range picker in the top right of any tab in vAnalytics WebEx to change the dates you want to analyze. You can also click on the share button at the top right corner of your page to schedule a one time or recurring report.

How do I measure adoption of a new bridge technology?

In the Adoption tab of Advanced Analytics, there are two bridging panels that populate automatically based on your native infrastructure. The ‘Bridge Technology Usage Trend‘ and ‘Bridge Usage Trend‘ panels. These panels provide much the same information framed in a slightly different context. One is organizing meeting data by general technology using the common short name or acronym (Bridge Technology Usage Trend). The other provides the same with the full technology name listed (Bridge Usage Trend).

With these, you can see the different bridge technologies in your organization that are being monitored by Vyopta. You can also see how often each technology is being utilized from the graphs provided. If you hover over each section, you can see the system type and the meeting minutes associated with that technology for the time period you have selected.

Can’t quite find what you need? Let’s run through creating this panel and then we can deep dive to more advanced panel creation. First, click the addpanels link in the upper right under the date range selected. From here, select ‘Trend’ as our panel type and then pick the ‘Meetings’ category data set. Then we’ll select either ‘Meeting Minutes’ as our Metric (Value) and group the results by System Type (Acronym). Now we want to filter the selected data set to only meetings that used a bridge (in other words, exclude point to point calls). We do this by using the Meeting Type (Bridge/P2P) filter and setting it to Bridge, as illustrated below.

… which leaves us with just the meetings that used a bridging technology organized by bridge type! For more info on using filters and creating custom panels, please see our Creating Panels page.

If you want to analyze the meetings on a particular bridge, we can do that too! In the example above, you would merely click the Systems dropdown and select the bridge in question. Still have questions? You can contact support by emailing support@vyopta.com or by visiting our contact page.

What percentage of my calls are audio/video?

In the Adoption tab of Advanced Analytics, navigate to the Overall Call Trend panel. In this panel, you can see the number of internal and external calls that occur in your environment. If you hover over the graph you can see the actual number of video and audio calls, for your endpoints, made for the time period you have selected. A representative monthly sample might look like the following:

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can click on the share button at the top right corner of your page to schedule a one time or recurring report.

 

Issues

Where can I see calls that failed to connect?

In the Issues tab of Advanced Analytics navigate to the Call Status panel.

Don’t see the panel? Click the  at the upper right corner under the date range selected. From there, we’ll setup the panel configuration (as reflected in the Default Panels page). That panel configuration is:

Call Status
Category : Call
Metric : Total Calls (Count)
Group : by Connection Status
Display Type : Pie

… and produces a graph that looks like this:

Click on the Not Connected portion of the pie chart to drill down into Call Details on the Endpoints tab. You will notice that the filters above the data will reflect the specific portion of the pie chart selected. In this case, these are all calls that did not connect. You can change and/or add filters for additional data analysis.

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can click on the share button at the top right corner of your page to schedule a one time or recurring report.

Why are my calls not connecting?

In the Issues tab of Advanced Analytics navigate to the Call Not Connected Reason Analysis panel.

Don’t see the panel? Click the  at the upper right corner under the date range selected. From there, we’ll setup the panel configuration (as reflected in the Default Panels page). That panel configuration is:

Calls Not Connected Reason Analysis
Category : Call
Metric : Total Calls (Count)
Group : by Disconnect Reason
Filter : Connection Status equals Not Connected
Display Type : Pie

… and produces a graph that looks like this:

On this panel, you have several options for reviewing the data. The pie chart is interactive. You can select and deselect failure reasons to appear in the pie chart by clicking the failure reason in the legend. In the screenshot below, the failure reason ‘No Route to Destination Found’ was removed and the pie chart updated accordingly.

Click on the Not Connected portion of the pie chart to drill down into Call Details on the Endpoints tab. You will notice that the filters above the data will reflect the specific portion of the pie chart selected. In this case, these are all calls that did not connect. You can change and/or add filters for additional data analysis.

If you want to drill into any calls that did not connect for a particular failure reason, you can click on that failure reason portion of the pie chart.

In the example above, clicking on the ‘No route to destination found’ failure reason redirects you to Call Details within the Endpoints tab where the calls not connected were due to no route to destination being found.

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can click on the share button at the top right corner of your page to schedule a one time or recurring report.

 

What is a Good, Fair, or Bad bridge call?

Vyopta defines bad quality as a level of interference from Packet Loss or Jitter that will probably be noticed by a user on an average hardware endpoint. After consulting various manufacturers, users, and analyzing our large dataset, we came up with the following thresholds. (We will inform all users if these thresholds change in the future.)

i6

In the Issues tab of Advanced Analytics, you can analyze bridge call quality through two different panels; Bridge Participant Quality and Bridge Participant Quality Trend.

On these panels, you have several options for reviewing the data. The Bridge Participant Quality Trend provides time groupings that reflect the length of time in the overall view – in the above example, with three months selected, the data can be presented either by month, week, or by day. As you expand the date range, additional options (in this case Quarter) become available within the panels.

For both quality charts, each of the quality values can be excluded or re-included by clicking on the respective legend entry. For example, in the screenshots below, the ‘Unknown’ quality was removed and the panels were updated accordingly.

Additionally, the Bridge Participant Quality pie chart itself is interactive. If you want to drill into any calls that for a particular bridge quality, you can click on that reason portion in the pie chart. In the example above, clicking on the Bad section of the pie chart, you will be redirected to the Participants view within the Meetings tab to see all bridge participants who experienced bad quality.

You can then view additional detail about the bridge quality capture for a particular participant by clicking on the Participant Address.

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can click on the share button at the top right corner of your page to schedule a one time or recurring report.

Why are there bridge calls with Unknown quality?

All bridge participant quality is captured in the vAnalytics Real Time module and later summarized and inserted into Advanced Analytics.

Factors that may result in unknown call quality that may prevent the collection of these Real Time data points are:

  • Bridge participants not connected long enough to allow data collection.
  • Intermittent or persistent network issues that prevent API calls from returning results (wrong protocol selected; HTTP vs HTTPS, closed network ports, overly sensitive network measures, etc.).
  • WebRTC clients involved with no video or audio enabled.
  • Bridge meetings held prior to installing and configuring the Vyopta data collector.

Due to the reasons enumerated above, 100% capture of call quality scores is not to be expected; a 75-80% capture rate is more typical across Vyopta customers.

Still have questions? You can contact support by emailing support@vyopta.com or by visiting our contact page.

How are the Call Not Connected failure reasons determined?

Failure reasons are reported by your VCS. Certain failure reasons may indicate deficiencies within your dial plans, user behavior or network / infrastructure conditions that prevent call connections.

H323 and SIP failure codes are numeric and Vyopta converts these into user friendly failure reasons.

Still have questions? You can contact support by emailing support@vyopta.com or by visiting our contact page.

Endpoints

How can I report on endpoints by location / division?

Using Advanced Analytics, there are a few ways to report on Endpoints by custom location or endpoint tagging. Endpoint and location tagging are a new feature which are setup using the Settings tab in the left menu.

By clicking the ‘Edit‘ in the far right column (or selecting multiple endpoints with the checkboxes on the left and clicking the new ‘Edit‘ button that appears in the upper right), one can add endpoint and location tags.

An additional functionality is coming soon to expose TMS group or partition hierarchies as (uneditable) tags. All of the locations or endpoint tags (including TMS hierarchies as tags) can be leveraged in your custom panels as filters by using the ‘Location‘ or ‘Endpoint Tag‘ filters. They can also be used as filters from the Endpoints tab. If you have any questions regarding endpoint tagging or filtering, please don’t hesitate to reach out by emailing support@vyopta.com or by visiting our contact page.

I added a new endpoint, but I'm not seeing it in vAnalytics. Why?

Once you add your infrastructure or you add an additional endpoint to your management system (TMS or CUCM), endpoints will not immediately show in vAnalytics. The endpoints list gets populated / updated during our nightly refresh process, which runs Sunday through Thursday nights. Please allow approximately 24-48 hours for your endpoints to appear in vAnalytics Real Time & Advanced Analytics modules. Still not seeing your endpoints? For CUCM, if you are still not seeing the endpoints after 24-48 hours please check the following:

  1. Log into the CUCM publisher with an Administrator account
  2. Go to User Management > Application User > check for user vyopta_svc. Confirm that the following groups are enabled for the user (enabling any that are not):
    • Standard CCM Read-Only
    • AXL User Group
    • Standard CTI Enabled
    • Standard CTI Allow Control of Phones supporting Connected Xfer and conf
  3. Endpoints that you will be monitoring in Real Time should be moved from the ‘Available Devices’ to the ‘Controlled Devices’ list under the Device Information section.

e1

If all the groups above are assigned but the devices are not moved to ‘Available Devices’, we will not see the status of the device in vAnalytics Real Time. If you still do not see the endpoints, please contact Vyopta Support by visiting our contact page. For TMS, if you do not see the endpoint after 48 hours, try to re-validate the infrastructure on the vAnalytics Data Collector. If you still do not see the endpoints, you can also contact support by emailing support@vvyopta.com.

e2

What are Managed vs. Unmanaged endpoints in vAnalytics?

There are two types of endpoint classifications in Advanced Analytics, Managed and Unmanaged.

Managed Endpoints are endpoints managed by one of the following:

  • Cisco TelePresence Management Suite (TMS)
  • Cisco TelePresence Management Suite Provisioning Extension (TMSPE)
  • Cisco Unified Communications Manager (CUCM)
  • Polycom RealPresence Resource Manager (RPRM)
  • VidyoPortal

You can view managed endpoints on the Endpoints tab in Advanced Analytics by clicking on the Managed view as shown in the screenshot below.

e3

Unmanaged Endpoints are endpoints or aliases that are not managed by one of the management systems listed above. These typically fall into two categories:

  1. Internal Unmanaged:
    • Any endpoint or alias registered but not managed; such as endpoints registered to a VCS.
    • Any endpoint that was previously managed but is now unmanaged (i.e., is no longer managed by CUCM or TMS, etc.).
  2. Other: any other unmanaged endpoints / aliases.

You can view unmanaged endpoints on the Endpoints tab of Advanced Analytics by clicking on the Unmanaged view as shown in the screenshot below.

e4

If you still have questions or need further clarity, please contact Vyopta Support by emailing support@vvyopta.com.

How is the Utilization Rate column under the Endpoints tab calculated?

Utilization Rate is calculated as the utilization percentage during a user-defined window each week. In the screenshot below, we see endpoints sorted in descending order based on their utilization rate. In this example, the utilization rate is based upon the user-set values for number of workdays per week to be considered, and the number of hours per workday. This in turn defines the number of hours that represents 100% utilization per week (56 in the example below), and by extrapolation, the number of hours in a month, quarter or year. (When using a 7-day week, of course, you can simply use the hours per day as the basis for 100% utilization.)

For example, the most utilized endpoint in the example below was used a total of 3361.6 minutes during the month of October. October is 31 days, which means 100% utilization in this case is 31 days x 8 hours/day = 248 hours, or 14,880 minutes. The utilization rate is then simply 3361.6 minutes / 14,880 minutes, or 22.59%.

e5

The utilization workday is set as 7 days / week 8 hours / day by default. You can alter this according to your preference as shown in the example below. Changing the number of days/week and hours/day will change your utilization rate accordingly.

e6

To provide an alternate example using 5 days a week, 8 hours per day as the basis: This means that 40 hours of utilization per week, or 5.71 hours per day, represents 100% utilization. For the same date range, the month of October, 100% utilization would be 31 days x 5.71 hours/day = 177.14 hours = 10,628.57 minutes, meaning the utilization of the top endpoint would be 31.63% (3361.6 minutes / 10,628.57 minutes) in the above case.

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can also click on the share button at the top right corner of your page to schedule a one time or recurring report.

What is Call Path? How do I know if it's working?

Call Path is an enhancement to our Endpoint Monitor that allows you to see the network journey of a call from start to finish, provided it meets the following criteria:

  • It is a point-to-point call on your LAN/WAN (internal calls)
  • The source endpoint is a managed endpoint and configured in the Endpoint Monitor access group (meaning you see the call quality, camera and monitor status)
  • The call is viewed from the perspective of a managed Cisco endpoint (associated with the Endpoint Monitor) dialing to another managed endpoint (p2p)n
  • ICMP must be enabled on the network’s routers

Call path’s trace sometimes fails to appear (due to network issues) even if all of the above conditions are met, but these are the minimum operating conditions. Please note that (currently) calls to bridges, cloud services, or off-net sources/destinations are not supported. For more information on upgrading your Endpoint Monitor collector to run Call Path, please contact support@vyopta.com.

Once the Endpoint Monitor is running Call Path, there are two ways to verify Call Path in vAnalytics Realtime:

  1. Find the call in Active Calls and click on the Details link as seen below:
  2. From the Endpoints or Endpoint Status
    1. Select In Call from the System Type dropdown.
    2. Next, click on the Endpoint name link.
    3. Then, click the Calls button at the top.
    4. In the Active Calls, click on the Details link as seen above.

That’s it! You should now see Call Path for eligible calls that trace successfully. If it works, you’ll see something like this:

Reports

How do I schedule a weekly bad calls report?

In the Meetings tab of Advanced Analytics, use the Add Filter search box to search for ‘Quality contains Bad’. The data will then refresh to show only meetings that experienced bad quality. With the desired data in the view, click on the share button available at the top right corner of the tab.

r1

You will then see a pop-up dialog with options for sharing:

r2

Export type: Excel, CSV, Report Link ( by default Excel and Report Link are selected). Excel and CSV will result in a downloaded file of the selected format(s), and Report Link provides a clickable link that will take a registered vAnalytics user directly to the same view, regardless of their personal settings. In this example, the notification email will include links to this view and to download an Excel file with the above data contents.

Frequency: For recurring reports, choosing Daily, Weekly, or Monthly will generate the report on the selected frequency; for a one-time report, select Once (the default). In this example, since the intent is to generate a weekly report, Weekly is selected.

The frequency then impacts the next option, when the report is sent out:

  • For Once and Daily reports, there is no selection to specify when to send the report, since the frequency defines this for you.
  • Days (for Weekly reports only): Select the day(s) of the week you wish to generate and send the report.
  • Every Nth of each month (for Monthly reports only): Select the date of the month upon which you wish to send the report.

Reporting Period: The frequency will affect the default choice for the reporting period, but it can be changed to suit your purposes. For example, a Weekly report will default to Last 7 days, but the report can be changed to one of the other alternatives as you wish. In this way, you can create, say, a daily report that reports on the preceding 30 days, for example. In this case, default of Last 7 days is sufficient.

Message, Subject: Default text is supplied, but you can alter this to be more or less descriptive as you wish.

To: A valid email address or addresses, separated by commas or semicolons. (Reminder: a report link sent to someone who is not a valid vAnalytics user will not allow them to see the report or view you are sharing in vAnalytics, but they will be able to download a file and see the email content.)

With the above fields completed, to schedule (recurring) or send (one time) the report, click Send.

How do I modify, disable, delete, or manually run an existing report?

Navigate to the Reports tab of Advanced Analytics or Analytics for Webex, where you will be presented a list of reports as shown in the screenshot below:

  • To modify an existing report, click on the edit button (the pencil-in-a-square icon) for that report in the Action column on the right hand side of the list of reports.
  • To disable an existing report, click on the green Enabled button for that report in the Action column on the right hand side of the list of reports. (If instead the report is displaying a grey Disabled button as in the second report on the list below, the report is already disabled, and clicking on that button will reenable it.)
  • To delete an existing report, click on the delete button (the trash can icon) for that report in the Action column on the right hand side of the list of reports.
  • To manually run an existing report, click on the play button (the right-facing triangle icon) for that report in the Action column on the right hand side of the list of reports.

r3

Not seeing the report you’re looking for? Try clicking the Show All Reports in the upper right to see all reports scheduled in Vyopta.

Note: Reports that were scheduled to be sent only once will not appear in the Reports tab, since they are not a recurring report. If you have a report that you will occasionally need but not on a regular basis, define it as a recurring report and then disable it using the above process. You can still manually run a report that is disabled – the disabled really refers only to its recurring status.

Active Calls / Active VMRs

How can I actively monitor the quality of a call that is currently in progress?

In vAnalytics Real Time, you can monitor an in-progress call in three tabs: Active Calls, Active VMR, and Endpoints.

1. In the Active Calls tab, you can view all active call legs that are monitored through your call controls, bridges, and management systems. Quality information is displayed for calls that go through your VCS Expressway only.

aa1

Clicking on ‘Details’ will open another window that will show details such as channel rate, packet loss, and jitter for your audio, video, and presentation channels.

aa2

You can also see audio, video, and presentation packet loss and jitter information in the graphical representation for a two minute time frame. This requires that this window remains open as the two minute time frame is created.

aa3
aa4

2. In the Active VMR tab, you can view all active multi-participant meetings that are monitored through your call controls, bridges, and management systems. Quality for the meeting is displayed based on the “worst-case” quality of the call for each participant in the meeting – in other words, the participant with the worst packet loss and/or jitter values dictates the overall meeting quality displayed. You can click on the meeting name and see the participants for that meeting, including their quality information.

aa5
Clicking on ‘Details’ will open another window that will show details for each participant such as channel rate, packet loss, and jitter for your audio, video, and presentation channels.

3. In the Endpoints tab, you can view all endpoints that are currently in use. If you are using Vyopta’s Endpoint Monitoring feature, any endpoints that are in a call will have a hyperlink expand option on the endpoint name and the quality rating for the endpoint.

aa6

Clicking on ‘Details’ will open another window that will show details such as channel rate, packet loss, and jitter for your audio, video, and presentation channels.

aa7

You can also see audio, video, and presentation packet loss and jitter information in the graphical representation for a two minute time frame. This requires that this window remains open as the two minute time frame is created.

aa8

What is the difference between the Active Calls & Active VMR tabs?

The data in Active Calls originates from your call controls, bridges, and management systems. The data displayed will show all call legs that are currently active on your video infrastructure (some of which may be connecting to a virtual meeting room / conference meeting room).

Virtual Meeting Rooms (VMRs) are the term used to describe the technology facilitating multi-party video meetings. Examples include Pexip VMRs, Acano Spaces, Cisco (Codian) MCU ports, Cisco TP Server ports (or screens), Polycom RMX, and Vidyo Meeting Rooms. For each VMR, all channels for each participant are monitored. You can click on the meeting name and see the participants for that meeting. Individual participant call details are provided in a new tab by clicking on the Details icon on the far right.

The data is collected continuously and displayed every 15 seconds for Active Calls and Active VMR tabs.

Why do I not see quality on some of my Active Calls?

Call quality information is captured from your VCS for traversal calls only. For calls monitored and reported by other call control devices, quality information will not be available.

Why do you show the whole meeting as “Bad” when it is just a single bad channel on a single participant?

Quality for meetings is displayed based on the “worst-case” quality of the call for each participant in the meeting – in other words, the participant with the worst packet loss and/or jitter values dictates the overall meeting quality displayed.We do this in order to help vAnalytics users quickly identify call quality issues and to accelerate the troubleshooting process.

There are multiple ways to analyze quality issues more deeply. You can view all individual calls legs that are currently experiencing bad quality on the Active Calls tab in vAnalytics Real Time, as in the screenshot below.

aa9

If a call is using VMR/bridge technology, you can view the entire meeting on the Active VMRs tab in vAnalytics Real Time module. If you click on the VMR name or to expand the details, you can view all the participants in that meeting and the quality they are currently experiencing.

aa10

You can see similar data in Advanced Analytics under the Meetings tab. You can click on the Meeting name to expand the participants and their quality experience.

For more details, you can switch views in the Meetings tab to dig down into a specific participant’s call quality. By switching to the Participants view in the example above, we can take a closer look at Jeff’s meetings where call quality was bad. We’ll grab his email from the exposed participants in the previous view and set it equal to the Participant Address. Then we can filter the view to just the calls where there was bad quality.

This will expose the Stream Types for Jeff’s calls (inbound and outbound Audio and Video, as well as Presentation). For those streams, you’ll see their quality rating, Average Jitter, Average Packet Loss (%), and additional details.

Meetings

What exactly is a Meeting in vAnalytics? How is it different from a call?

Vyopta defines a “meeting” the same way most people do in real life. A meeting occurs when two or more people join together in a single space (real or virtual). vAnalytics reports on meetings by assembling and matching raw call detail records for calls involving multiple parties that have common destination addresses (like a VMR) and a common timeframe. Put another way, a meeting is typically made up of multiple calls and call legs.

Start Time is the earliest time a participant joined a particular meeting and End Time is the latest time a participant drops out of the call. Quality for meetings is displayed based on the “worst-case” quality of the call for each participant in the meeting – in other words, the participant with the worst packet loss and/or jitter values dictates the overall meeting quality displayed, so if even one participant in a meeting experienced bad quality, the overall call quality will be shown as Bad.

In the example below, the meeting Start Time is 10/31/2016 09:39:55, which is when the first participant joined the call, and the End Time is 10/31/2016 10:54:14, which is when the last person to leave the call (the second participant, in this case) disconnected. The quality of the call is shown as fair, because while the first participant had a good quality experience, one of the participants (the second participant) experienced fair quality.

m1

How can I identify the participants involved in a particular meeting?

In the Meetings view of the Meetings tab of Advanced Analytics, you can search for a specific meeting by using the Meeting Name contains/equals filter. Once you find your meeting, you can expand to see the list of participants by clicking the Meeting Name expand.

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can click on the share button at the top right corner of your page to schedule a one time or recurring report.

How do I identify bridge meetings with a single participant?

In the Meetings tab of Advanced Analytics, select your bridging infrastructure from the Systems drop down. The data will then refresh to show only meetings held on the bridge system(s) you selected. You can then narrow this down to meetings with only 1 participant by typing ‘Total Participants equals 1’ in the Add Filter search bar. This is demonstrated in the example below where we’ve added filters to view MCU bridge meetings where there was only a single participant.

Do you want to schedule this as a recurring report? You can use the share button at the top right corner to schedule a report to be emailed to you.

How do I identify meetings with the most participants and/or the longest durations?

In the Meetings tab of Advanced Analytics, click on Total Participants column to sort the data in descending order. Once the data is sorted, meetings with the most participants will show up at the top of the list.

m5

Similarly if you want to see the meeting with longest duration, sort based on the column “Meeting Mins.” (Meeting Minutes represents the clock time of the meeting – Participant Minutes and the subsidiary values take into account the number of participants and their individual length of participation on the call. In the “Ivan Montoya” meeting above, you see a fairly typical example of a 60 minute meeting attended by four people. The Meeting Minutes column reflects the clock time of 60 minutes, and the Participant Minutes and Participant Video Minutes fields reflect that it was a total of four people for most of the duration.)

m6

If you want to filter the data for a particular range of participants or meeting minutes, or in combination with additional criteria, you can use the Add Filter search box to drill down further.

In vAnalytics for Webex, you can view the meetings with the most participants by navigating to the Meeting Activity panel on the Dashboard.

m7

Clicking on the ‘>12 participants’ bar will navigate you to Meetings tab and display the meetings with participant count greater than 12 sorted in descending order.

m8

(You can of course simply go straight to the Meetings tab and sort by the Participants column as well; the above method is just a alternate way to see the most-attended meetings.)

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can click on the share button at the top right corner of your page to schedule a one time or recurring report.

How can I see all the meetings that occurred on a particular bridge?

In the Meetings tab of Advanced Analytics, select your bridging infrastructure from the Systems dropdown.

The data will then refresh to show only meetings that used the bridge(s) you selected.

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can click on the share button at the top right corner of your page to schedule a one time or recurring report.

Where can I see the number of meetings hosted in a particular conference room (VMR)?

The VMRs view in the Meetings tab of Advanced Analytics is where specific conference rooms/virtual meeting room (VMR) information is presented. Navigate to the Meetings tab and click on the VMRs view to see all VMR meetings for the selected time period. Using the Add Filter search, you can then search for specific rooms or groups of rooms.

As an example, in the screenshot below the user has added a filter to look for VMRs with “test” in the name.

Tip: You can use the date range picker in the top right of any tab in Advanced Analytics to change the dates you want to analyze. You can click on the share button at the top right corner of your page to schedule a one time or recurring report.

Alerts

How do I set an alert for endpoints that are down?

In vAnalytics Real Time, navigate to the Alerts tab, and click on the addalert button.

al1

In the Alerts Configuration window, complete the following:

  1. Device Type: Endpoints
  2. Should tell me when: Status is Down
  3. For all these devices: Select the endpoints which you want to monitor. You can select one, some, or all.
  4. For (Minutes): Set this to the duration of continuous alert readings necessary to trigger the alert. For example, if set to 5 minutes, the device status will need to remain down for 5 consecutive minutes to trigger an alert. (See What does the For (Minutes) field on alerts mean?)
  5. Sent as: Set the preferred format of your email – HTML or Plain Text. To integrate with help desk or ticketing systems, choose HTML – Custom. (See How do I use custom HTML in Real Time Alerts to integrate with my ticketing system?)
  6. With Subject line: Enter the subject line relevant to you for this alert.
  7. Recipients: A valid email address or addresses, separated by commas or semicolons. Addresses can include distribution lists.
  8. Active schedule, Frequency & Days: These fields establish the period(s) of time when the alert will be active. Since alerts may have different thresholds or recipients during different time periods, it is often desirable to set up multiple alerts on the same component(s) to cover these different circumstances. (e.g., One alert for weekdays and another for weekends, each sent to different recipients.)

Note: Based on the criteria you have set on the alert, each time that criteria is satisfied, you will receive an alert during the days and hours you have set for the Active Schedule.

What does the For (Minutes) field on alerts mean?

For (Minutes) is one of the required fields when setting any alert. vAnalytics Real Time is constantly retrieving status information and activity data from your monitored UC environment, and typically receives updates every 15 seconds for every dimension which can be set for Alerts.

Brief anomalies are a reality in even the best-performing environments, so the For (Minutes) field sets the continuous fault duration required to trigger an alert. The minimum setting is 1 minute, meaning 4 consecutive measurements of the monitored value would have to be at or beyond the alert threshold before the alert will be sent. (2 minutes = 8 consecutive alert level values, 5 minutes = 20 consecutive alert level values, etc.)

If the value returns to a normal range before the alert is triggered, then the duration “counter” is reset, and any subsequent alert level reading would again be subject to the full continuous fault duration once again.

How do I set an alert for when an endpoint is experiencing bad quality during a call?

In vAnalytics Real Time, navigate to the Alerts tab, and click on the addalert button.

al2

In the Alerts Configuration window, complete the following:

  1. Device Type: Endpoints
  2. Should tell me when: Quality is Bad
  3. For all these devices: Select the endpoints which you want to monitor. You can select some or all
  4. For (Minutes): Set this to the duration of continuous alert readings necessary to trigger the alert. For example, if set to 5 minutes, the call quality will need to remain Bad for 5 consecutive minutes to trigger an alert. (See What does the For (Minutes) field on alerts mean?)
  5. Sent as: Set the preferred format of your email – HTML or Plain Text. To integrate with help desk or ticketing systems, choose HTML – Custom. (See How do I use custom HTML in Real Time Alerts to integrate with my ticketing system?)
  6. With Subject line: Enter the subject line relevant to you for this alert.
  7. Recipients: A valid email address or addresses, separated by commas or semicolons. Addresses can include distribution lists.
  8. Active schedule, Frequency & Days: These fields establish the period(s) of time when the alert will be active. Since alerts may have different thresholds or recipients during different time periods, it is often desirable to set up multiple alerts on the same component(s) to cover these different circumstances. (e.g., One alert for weekdays and another for weekends, each sent to different recipients.)

Note: Based on the criteria you have set on the alert, each time that criteria is satisfied, you will receive an alert during the days and hours you have set for the Active Schedule.

How do I set an alert for when an endpoint's camera or display is disconnected?

Note: This feature is currently in beta testing; please contact Vyopta Customer Success to ensure that your endpoint(s) support this detection capability.

In vAnalytics Real Time, navigate to the Alerts tab, and click on the addalert button.

al3

In the Alerts Configuration window, complete the following:

  1. Device Type: Endpoints
  2. Should tell me when: Camera is Disconnected
  3. For all these devices: Select the endpoints which you want to monitor. You can select some or all
  4. For (Minutes): Set this to the duration of continuous alert readings necessary to trigger the alert. For example, if set to 5 minutes, the camera status will need to remain disconnected for 5 consecutive minutes to trigger an alert. (See What does the For (Minutes) field on alerts mean?)
  5. Sent as: Set the preferred format of your email – HTML or Plain Text. To integrate with help desk or ticketing systems, choose HTML – Custom. (See How do I use custom HTML in Real Time Alerts to integrate with my ticketing system?)
  6. With Subject line: Enter the subject line relevant to you for this alert.
  7. Recipients: A valid email address or addresses, separated by commas or semicolons. Addresses can include distribution lists.
  8. Active schedule, Frequency & Days: These fields establish the period(s) of time when the alert will be active. Since alerts may have different thresholds or recipients during different time periods, it is often desirable to set up multiple alerts on the same component(s) to cover these different circumstances. (e.g., One alert for weekdays and another for weekends, each sent to different recipients.)

Note: Based on the criteria you have set on the alert, each time that criteria is satisfied, you will receive an alert during the days and hours you have set for the Active Schedule.

How do I set an alert for when critical license capacity levels are exceeded on my bridges or call control systems?

In vAnalytics Real Time, navigate to the Alerts tab, and click on the addalert button.

al4

In the Alerts Configuration window, complete the following:

  1. Device Type: Bridge or Call Control
  2. Should tell me when: License Capacity is Over ( select the percentage of capacity you want to set )
  3. For all these devices: Select the endpoints which you want to monitor. You can select some or all
  4. For (Minutes): Set this to the duration of continuous alert readings necessary to trigger the alert. For example, if set to 5 minutes, the license capacity level will need to remain above the alert threshold for 5 consecutive minutes to trigger an alert. (See What does the For (Minutes) field on alerts mean?)
  5. Sent as: Set the preferred format of your email – HTML or Plain Text. To integrate with help desk or ticketing systems, choose HTML – Custom. (See How do I use custom HTML in Real Time Alerts to integrate with my ticketing system?)
  6. With Subject line: Enter the subject line relevant to you for this alert.
  7. Recipients: A valid email address or addresses, separated by commas or semicolons. Addresses can include distribution lists.
  8. Active schedule, Frequency & Days: These fields establish the period(s) of time when the alert will be active. Since alerts may have different thresholds or recipients during different time periods, it is often desirable to set up multiple alerts on the same component(s) to cover these different circumstances. (e.g., One alert for weekdays and another for weekends, each sent to different recipients.)

Note: Based on the criteria you have set on the alert, each time that criteria is satisfied, you will receive an alert during the days and hours you have set for the Active Schedule.

How do I set an alert for when a bridge or call control is currently down?

In vAnalytics Real Time, navigate to the Alerts tab, and click on the addalert button.

al5

In the Alerts Configuration window, complete the following:

  1. Device Type: Bridge or Call Control
  2. Should tell me when: Status is Down
  3. For all these devices: Select the endpoints which you want to monitor. You can select some or all
  4. For (Minutes): Set this to the duration of continuous alert readings necessary to trigger the alert. For example, if set to 5 minutes, the device status will need to remain down for 5 consecutive minutes to trigger an alert. (See What does the For (Minutes) field on alerts mean?)
  5. Sent as: Set the preferred format of your email – HTML or Plain Text. To integrate with help desk or ticketing systems, choose HTML – Custom. (See How do I use custom HTML in Real Time Alerts to integrate with my ticketing system?)
  6. With Subject line: Enter the subject line relevant to you for this alert.
  7. Recipients: A valid email address or addresses, separated by commas or semicolons. Addresses can include distribution lists.
  8. Active schedule, Frequency & Days: These fields establish the period(s) of time when the alert will be active. Since alerts may have different thresholds or recipients during different time periods, it is often desirable to set up multiple alerts on the same component(s) to cover these different circumstances. (e.g., One alert for weekdays and another for weekends, each sent to different recipients.)

Note: Based on the criteria you have set on the alert, each time that criteria is satisfied, you will receive an alert during the days and hours you have set for the Active Schedule.

How do I set an alert for when a bridge is experiencing bad quality?

In vAnalytics Real Time, navigate to the Alerts tab, and click on the addalert button.

al6

In the Alerts Configuration window, complete the following:

  1. Device Type: Bridge
  2. Should tell me when: Quality is Bad
  3. For all these devices: Select the endpoints which you want to monitor. You can select some or all
  4. For (Minutes): Set this to the duration of continuous alert readings necessary to trigger the alert. For example, if set to 5 minutes, the call quality will need to remain Bad for 5 consecutive minutes to trigger an alert. (See What does the For (Minutes) field on alerts mean?)
  5. Sent as: Set the preferred format of your email – HTML or Plain Text. To integrate with help desk or ticketing systems, choose HTML – Custom. (See How do I use custom HTML in Real Time Alerts to integrate with my ticketing system?)
  6. With Subject line: Enter the subject line relevant to you for this alert.
  7. Recipients: A valid email address or addresses, separated by commas or semicolons. Addresses can include distribution lists.
  8. Active schedule, Frequency & Days: These fields establish the period(s) of time when the alert will be active. Since alerts may have different thresholds or recipients during different time periods, it is often desirable to set up multiple alerts on the same component(s) to cover these different circumstances. (e.g., One alert for weekdays and another for weekends, each sent to different recipients.)

Note: Based on the criteria you have set on the alert, each time that criteria is satisfied, you will receive an alert during the days and hours you have set for the Active Schedule.

How do I set an alert for when a call control system is experiencing bad quality?

In vAnalytics Real Time, navigate to the Alerts tab, and click on the addalert button.

al7

In the Alerts Configuration window, complete the following:

  1. Device Type: Call Control
  2. Should tell me when: Quality is Bad
  3. For all these devices: Select the endpoints which you want to monitor. You can select some or all
  4. For (Minutes): Set this to the duration of continuous alert readings necessary to trigger the alert. For example, if set to 5 minutes, the call quality will need to remain Bad for 5 consecutive minutes to trigger an alert. (See What does the For (Minutes) field on alerts mean?)
  5. Sent as: Set the preferred format of your email – HTML or Plain Text. To integrate with help desk or ticketing systems, choose HTML – Custom. (See How do I use custom HTML in Real Time Alerts to integrate with my ticketing system?)
  6. With Subject line: Enter the subject line relevant to you for this alert.
  7. Recipients: A valid email address or addresses, separated by commas or semicolons. Addresses can include distribution lists.
  8. Active schedule, Frequency & Days: These fields establish the period(s) of time when the alert will be active. Since alerts may have different thresholds or recipients during different time periods, it is often desirable to set up multiple alerts on the same component(s) to cover these different circumstances. (e.g., One alert for weekdays and another for weekends, each sent to different recipients.)

Note: Based on the criteria you have set on the alert, each time that criteria is satisfied, you will receive an alert during the days and hours you have set for the Active Schedule.

How do I modify, delete, or disable an existing alert?

Navigate to the Alerts tab of vAnalytics Real Time, where you will be presented a list of alerts as shown in the screenshot below:

  • To modify an existing alert, click on the edit button (the pencil-in-a-square icon) for that alert on the right hand side of the row for alert to be modified.
  • To delete an existing alert, click on the delete button (the trash can icon) for that alert on the right hand side of the row for alert to be deleted.
  • To disable an existing alert, click on the green Enabled button for that alert on the right hand side of the row for alert to be disabled. (If instead the alert is displaying a grey Disabled button as in the second alert on the list below, the alert is already disabled, and clicking on that button will reenable it.)

a8

Not seeing the alert you’re looking for? Try clicking the All Alerts button above the list to see all alerts defined for your organization.

How do I use custom HTML in Real Time Alerts to integrate with my ticketing system?

Check out this short blog on how to customize your alerts and integrate with your ticket system!

Security

Where is your data stored and processed?

Our data is processed and stored in secure servers at various Amazon Web Services locations.

How long do you keep the data?

For our cloud customers, we can retain data up to 7 years. Year over year comparisons can be very useful for understanding long-term, cyclical trends.

What is the purpose of the data collector utility?

The data collector utility is a simple tool that manages your infrastructural details for Vyopta data collection. This is used for validation and curation of your collaboration environment.

How secure is the transfer of information from the Vyopta data collectors to the SaaS platform?

Vyopta’s data collectors send data to the Vyopta vAnalytics platform using SSL and 256-bit AES for encrypted data transfers. Keys are stored in separate locations and are rotated frequently. Additionally, all sessions to the vAnalytics web portal require https protocol or VPN connections.

How secure is the data once it reaches the SaaS platform?

Vyopta’s vAnalytics SaaS platform segregates customer data through logical instances that can only be access by authorized individuals for that customer account. Access by Vyopta personnel to customer accounts is limited to a handful of support personnel designated for that account – and only on an as-needed basis.

Can data be confined to the Country of Origin?

It is possible to restrict data to a country of origin, but this would require a case-by-case evaluation and discussion with the customer. We would also need to review the requirements with AWS to determine whether they can support the request.

How do you manage backups and redundancy?

Vyopta has a business continuity plan that utilizes a backup strategy and AWS distributed data center resources to minimize any possible disruption of services.

How secure is the Vyopta SaaS hosted environment?

Vyopta requires individual password protected accounts for access to the Vyopta SaaS portal. All passwords are protected using high-quality encryption methods. Administrators for your organization manages all users and can assign permissions and privileges based on roles. Audit logs also track each account for access and activity.

How secure is access to the Vyopta SaaS portal?

Vyopta requires individual password protected accounts for access to the Vyopta SaaS portal. All passwords are protected using high-quality encryption methods.  Administrators for your organization manages all users and can assign permissions and privileges based on roles. Audit logs also track each account for access and activity.

Does the Vyopta SaaS portal support SAML2.0?

Vyopta’s SaaS services do not currently support single sign-on capabilities. This is currently in development.

How does Vyopta handle security incidents?

Vyopta has a Information Security Team that handles security incidents. Operating procedures are in place utilizing an internal management tool to log and track trouble tickets through the customer support process. Vyopta is committed to providing transparent communications to customers throughout the process and will utilize email updates to notify customers of any issues and the status of resolution.

Privacy

What data does Vyopta collect?

Vyopta only collects information about calls, not information shared during calls. To effectively process and present analytical insights to you, we do collect and utilize information about your UC infrastructure and endpoints to present detailed analyses of your collaboration environment. This information is encrypted and stored securely on our cloud servers.

How do you handle my data?

Our EULA addresses the specifics, but the summary is that no customer data is ever shared with any external parties for any reason, ever. We may use anonymized data internally for the purpose of understanding trends, troubleshooting, feature development, statistical analysis, or benchmarking. Specific customer call data will only be shared internally for the purpose of troubleshooting any issues with that customer only.

Who owns the rights to the data and how can we get the data if we terminate services?

All customer data remains the sole property of the customer. Upon written request, Vyopta will work with the customer to deliver the customer data within fifteen business days of the request.

Pin It on Pinterest