How we approach challenges

Talking with customers to understand the user experience and challenges is the first step in providing a solution. The meeting is best when these representative are involved: Unified Communications, End User Devices, Networks, Security, Helpdesk. Demographics of the customer sites are important because they are a key part of the assessment procedure.

Having up to date and accurate documentation of the environment is important so we can make reference further on in the assessment. Design documents of interest are: client devices, DNS, LAN and WLAN, WAN, Internet, security components. Talking with the administrator complements documentation and creates a better view.

Design documents already can provide signs where we need to shine the spotlight for deeper assessment. WLAN site survey reports are a wealth of information. Collected logs provide additional empirical information.

We can generate synthetic audio or video calls to measure the infrastructure response. Recommended is to perform the measurements for at least 4 weeks because some issues are not always there, they may occasionally appear. We do NOT need to be on site to run these synthetic transactions as the solution we use is a secured cloud based common off the shelf platform.

The remediations are listed by category with the priority of when to address each of them. During the assessment it is also possible to request quick wins and have them implement by the local experts. The improvements can be measured and included in the total measurements.

 The findings are presented in a report together with all involved department representatives. Each and every topic is explained so the representatives have a good understanding what needs to be addresses.