The availability and quality of voice communications affect employee productivity and the customer experience. Therefore, Cisco wants to discover and resolve voice quality issues before users report them. This case study explains how Cisco IT proactively monitors and troubleshoots the global voice environment using the Cisco® Unified Communications Management Suite. Cisco Unified Operations Manager initiates periodic synthetic calls that replicate the end-user experience to confirm voice service availability. Cisco Unified Service Monitor measures voice bearer quality.

Using these management tools has enabled Cisco IT to:

• Accelerate call issue detection
• Accelerate the troubleshooting process
• Discover a misconfigured dial plan
• Identify a call-routing vendor’s equipment as the source of dropped calls

Read the Cisco Unified Operations Manager Case Study