Matt Brunk
Matt Brunk has worked in past roles as director of IT for a multisite health care firm; president of Telecomworx,...
Read Full Bio >>

Matt Brunk | July 08, 2013 |


Survey Reveals Troubleshooting Challenges

Survey Reveals Troubleshooting Challenges When 46% of your customers tell you that they must reduce troubleshooting time, then meeting that need is crucial.

When 46% of your customers tell you that they must reduce troubleshooting time, then meeting that need is crucial.

According to a recent Fluke Networks customer survey in April, more than 37% of customers surveyed report they are spending more time supporting VoIP (Voice over Internet Protocol), when compared to two years ago. Fluke customers also report that network technicians are spending 48% to 58% more time dealing with emerging wireless LAN and Bring Your Own Device (BYOD) issues. The study goes on to reveal that 41% of network issues require collaboration with one or more other technicians or experts.

Troubleshooting isn't necessarily getting any easier and the efforts are challenged with more BYOD hitting the WLANs and the growth in 802.11n and expected 802.11ac deployments.

While I've enjoyed testing the tester (Fluke Networks OptiView XG: A Hummer On the Network), I've questioned what it is that we should be doing and looking for on recent WiFi deployments and PBX implementations. While everything begins with a site survey and eventually comes back around to the site survey, we've found ourselves needing one or more tools and definitely more than one person to isolate and resolve issues.

Mark Mullins, Marketing Manager at Fluke Networks, showed me their OneTouch AT Network Assistant. The single tool that we almost always end up using is a packet trace (WireShark on a laptop), and the just-released OneTouch V2 provides three new features:

* BYOD Management--New automated Wi-Fi discovery capabilities (including 802.11ac devices) and Wi-Fi packet capture

* Network Performance Acceptance Testing--New wired and wireless performance tests automate the measurement and assessment of end-to-end path performance to prove that network projects were successfully completed and that the performance meets design objectives.

* Inline VoIP Analysis--New inline test provides visibility into IP phone initialization and call control processes, and VoIP conversation quality to simplify troubleshooting of IP phone problems.

The Fluke Networks study shows the value of not just having a packet capture tool but also inline VoIP analysis for IP phones that passes and captures traffic between an IP telephone and the network. The analysis logs the processes and provides a MOS score along with the conversation monitoring.

But the really cool thing about using the inline analysis is that you can observe the IP phone boot-up process and monitor calls and traffic. Then the link information reveals packet statistics and PoE delivery at the station end--not what the PoE switch is sending. This has been somewhat of a comfort factor with technicians because they see the PoE switch is delivering PoE, but that doesn't necessarily mean this is what the IP phone is receiving. PoE issues are usually indicative of cabling issues, defective or damaged patch cords and power supply issues.

In getting back to what else Fluke Networks found: Remember that 41% of network issues require collaboration with one or more other technicians or experts. To help with this, the OneTouch AT is accessible via the GUI.

When 46% of your customers tell you that they must reduce troubleshooting time, then meeting that need is crucial. Understanding and then defining which tools you need to use when and where will help reduce time spent on troubleshooting.

Follow Matt Brunk on Twitter and Google+!
Matt Brunk on Google+


May 31, 2017

In the days of old, people in suits used to meet at a boardroom table to update each other on their work. Including a remote colleague meant setting a conference phone on the table for in-person pa

April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.