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No Small or Medium Business (SMB) wants to turn itself into a phone company, so selecting a managed broadband phone service VoIP provider requires a vendor that provides careful monitoring of service and equipment to ensure reliable delivery of broadband Voice over IP (VoIP) services over cable or DSL networks. Whaleback Systems provides 24/7 monitoring of its CrystalBlue broadband phone service VoIP systems from its network operations center at Whaleback's corporate headquarters in Portsmouth, New Hampshire. The monitoring information is stored at a secured hosting site to support disaster recovery, and it is accessible to authorized Whaleback engineers from remote locations via a web-based interface. Whaleback network engineers monitor the status of each customer, and sophisticated alarms and events are used to proactively troubleshoot network operations to identify any potential issues before they impact telephony services.
Each deployed SMB 1500 continuously feeds management information back to the network operations center, where it is readily available on the desktop displays of network engineers and also on wall-mounted, large-screen displays for easy identification of any possible network issues. Management information traffic fed back from the SMB 1500 is filtered at the network operations center, which automatically identifies any problem areas or potential problem areas and issues alerts to the monitoring team for resolution. Network engineers review the alerts and can even reconfigure the SMB 1500 if necessary, or contact the customer to advise if there is a broadband issue, such as if the cable or DSL connection is not consistently delivering the throughput required. Centralized monitoring and highly automated troubleshooting allow Whaleback to deliver the quality of service control needed to optimize the use of broadband voice services.
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