"When apps run efficiently, employees are more likely to use them.”
The promise of unified communications (UC) is that it is supposed to increase efficiencies and make internal operations more seamless. But that only happens when it’s working properly.
According to Robin Gareiss, president and founder of Nemertes Research, “Companies devote 33% more IT staff to managing IP telephony and 31% more to UC when they don’t use monitoring tools. The tools are instrumental to identifying, isolating, and resolving performance issues—and preventing them from happening again. When apps run efficiently, employees are more likely to use them.” That’s one reason 36% more people actually use UC in large companies that use monitoring tools.
Depicted here is a common deployment where Lync/Skype for Business users are scattered at branch, regional offices and also making calls from their homes (teleworkers) and even mobile. Regardless of their location, the media streams will be peer-to-peer and often, bypass traditional monitoring mechanisms.
In this picture, for example, the mobile user is communicating with the teleworker and media is only flowing on the Internet, never entering the company network. In another example, that mobile user is making a call out to the PSTN and the media enters the company network only once at the datacenter.
For all cases, each endpoints (user running a Lync/SFB client) will report back telemetry about the call to the UC SDN server (Microsoft product) that will feed into UCExpert. Simultaneously, netflow that may see the media will be reported into Profiler. Lastly, any media traversing the datacenter will be inspected by the AppResponse.
By combining all three of these monitoring approaches: endpoint telemetry (aka EUE), netflow, and packet DPI, can the full picture of quality, path be portrayed and allow the user to isolate the location and ultimately the root cause of quality degradation.
Achieving End-to-End UC Visibility
Robin Gareiss, President, Nemertes Research
David Roberts, Director of Product Management, Riverbed