IPT customer service delivery for the Managed Service Provider

The MSP that manages IPT not only needs to be able to follow the break/fix philosophy, it also needs a high-level view of the entire environment to manage customer expectations for voice quality and service availability.

This white paper from Gary Audin, President of Delphi Inc, explores service level reporting for the Managed Service Provider and demonstrates how reporting delivers visibility across the IPT environment. It also discusses how reporting helps validate and measure the success of a customer's IPT deployment.

The paper explains how management-level reporting can be used to achieve common management goals and delves into the specific requirements for this type of reporting including the four elements of voice service delivery:

• IP telephony service levels - how and what to measure
• Voice quality - what to measure and how to report
• Capacity planning - consumption and improvement
• IPT analytics - usage patterns, resource utilization, traffic statistics

This paper explores service-level reporting and demonstrates how solutions such as PROGNOSIS IP Telephony Management Reporter can provide the MSP with the necessary visibility across the IPT environment.