Remote administration for your Interaction Center system
Interaction Monitor is a client/server solution to remotely observe and administer the servers, gateways and other associated devices in an “Interaction Center” (IC) network configuration. More importantly for IC system administrators, as well as for partners and engineers who maintain IC servers for their customers, Interaction Monitor fully automates the monitoring process in a single environment, 24/7.

By doing so, administrators minimize the labor-intensive manual tasks that system management usually requires. They also ensure services continuity at all times.

Simply install Interaction Monitor’s server component on dedicated hardware and its client application locally. From there, the server collects IC system data on a continuous basis and displays it via the client, allowing any administrator to monitor administration and support activities and manage system devices in a single interface.

Remotely.

Remote system monitoring

1. Automated, proactive system monitoring 24/7
2. Monitors for IC system errors, warnings, failures
3. Automated notifications via email, based on event criticality
• Alerts sent directly to the Interaction Monitor user, or to Interactive Intelligence for immediate action
1. Monitored devices:
• IC servers
• Interaction Gateways, generation 1 & 2 (Gen1, Gen 2)
• Interaction SIP Proxy
• Interaction Media Server
• AudioCodes Mediant™ gateways
• Other third-party gateways
• Generic devices
4. Alerts based on activity occurring in real-time when using SNMP GETS, SNMP Traps, Pings, SIP Options messages, WMI
• Alerts/notifications based on device stats or SNMP Traps
• Alerts sent via email
• IC Monitoring
1. Supervisor System Stats ranges/regex
2. Subsystem Status changes
3. Specific Event Viewer messages
1. Gateways (Interaction Gateway Gen2/AudioCodes Mediant) via SNMP
• Channel-specific errors and state changes
• Configurable ranges (heat, voltage, # of available channels, etc)
2. Media Server/SIP Proxy

Remote management/remote support administration

1. One-stop shop for remote system management
2. Automate day-to-day support administration and log retrieval process
3. Remotely access multiple systems/devices from a single application
• No need to log in and out of multiple services and devices, including Interactive Intelligence core products and add-applications
4. One environment to automate labor intensive system management activities
• Single intuitive interface to set tracing levels, review event viewer messages, remotely retrieve logs, remotely access any server running the Microsoft® Windows® operating system, and more
5. Customer Interaction Center® (CIC) server
• Event log viewing
• Stop/restart/start subsystems
• Setting tracing levels
• Automatic log retrieval
• Capture system info
• System stats from StatWatcher (Supervisor)
6. Gen1\Gen2 Gateway\Media Server\SIP Proxy
• Web configuration page embedded

Key benefits

1. Adhere more tightly to Interactive Intelligence best practices for administration and support
2. Manage your IC system and devices more effectively, and troubleshooting processes more efficiently
3. Reduce risk by uncovering problems before end users and customers do
4. Resolve issues faster and more accurately

Find out more about Interaction Monitor. Contact us today!