End user problems will inevitably exist due to various reasons ranging from feature usage to actual device or call routing failures. Rather than allowing these issues to be escalated to Tier 3 support as a standard practice, ClarusIPC® Help Desk empowers first Tier 1 responders to become more effective. Benefits include:

Empower Tier 1 Responders to be More Effective

• Increase End User Confidence
  • Eliminated or reduced end user involvement during troubleshooting.
  • Reduction or elimination of voice issue ticket escalation.
  • Standardization of support process, capture information, troubleshooting steps.
• Multi-Cluster Search
  • Search by Directory Number or Description.
  • Bookmark phones for easy retrieval.
• Configuration Management
  • Current configuration collected from CUCM.
  • Comprehensive Phone and Directory Number configurations.
  • Configuration Comparison to previous configuration.
  • Configuration Comparison to "Known Good" Reference Phone.
  • Comparison configuration easily copied to Trouble Ticket.

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Capture Critical Device Information

• Last 10 Inbound/Outbound Call Detail Records
• Support of all phone models (Analog/IP Phones)
• Phone Settings
  • Collected from CCM Database
  • Configurations provisioned for selected phone
• Phone Status
  • Collected from CCM Database and Phones Web Page
  • Provides critical Network Configurations
• Some elements are not available for all phone models, e.g Switch Port
• Line Settings
  • Line selection for all provisioned lines for selected phone
  • Assigned phone displays all phones the selected line appears
  • Complete Call Forwarding options for the selected line
• Call History
  • Provides last 10 inbound/outbound calls
  • Call Details records retrieved based on selected line in Line Settings
  • Critical elements for each call, including:
• Network measurements - Packet Loss, Delay (Latency), Jitter
• MLQK - available for CCM versions 4.2 and later - Voice Quality Measurement
• Remote Address - IP Address call terminated to, could be Phone or Gateway Comprehensive Phone and Directory Number configurations

Troubleshoot w/Phone Comparison Reporting

• Compare Phones in Real Time
  • Dependency - Track Changes must be enabled for CCM Sync
  • Provides only Sync where changes are detected
  • Comparison of all elements included in Help Desk
• Reference Phones
  • Select a specific phone with "Known Good" Configuration
  • Bookmark Reference Phones for easy retrieval

Full size image of Help Desk Comarison Report