Unique diagnostic network service tool from Avaya Labs helps ensure enterprise system reliability

Avaya, a global leader in corporate networking solutions and services, has announced that Avaya`s Global Services Centres are offering enhanced levels of support through Avaya`s Expert Systems -- a unique diagnostic algorithm that can remotely detect and analyse network and communication product alarms. Expert Systems can also remotely repair a variety of product failures.

Expert Systems was developed by Avaya Labs, Avaya`s research and development arm, to proactively access and monitor an enterprise`s Definity communications server and its Intuity Audix messaging system.

While both the Definity server and Audix system offer "five-nines" of reliability, should a fault be detected, the Expert Systems is able to analyse it and then begin working on a resolution usually within 90 seconds without needing to dispatch a technician.

"We are applying intelligence to customer service and bringing peace of mind. This new software is designed to optimise performance and reduce the unnecessary calling-out of engineers," said Patrice Gru, EMEA Services Director for Avaya.

The use of Expert Systems tools enables Global Services` personnel to be more proactive in their maintenance support, respond more quickly and more accurately to product problems, and continuously improve both the product operations and support processes.

"Expert Systems was developed by Avaya Labs and is an unique Avaya system-reliability offering," said Gru. "For many of our competitors, checking the reliability of a communications system means manually dialling into that system and performing diagnostic checks. For Avaya, this is entirely automated, we leave it up to Expert Systems."

Expert Systems is not a static offering, it is maintained and upgraded by a dedicated team at the Avaya Labs centre in Denver, Colorado. Drawing on the continual "experiences" Expert Systems has in identifying and repairing alarms, this dedicated team ensures the constant upgrade of the system, making it progressively more effective. This results in an ever-improving response-ability by the Expert Systems because it has instant access to historical data related to the specific system with a problem as well as an archive of alarm information on all Avaya-maintained systems.

Currently, Expert systems and a remote monitoring crew can repair up to 95% of alarms remotely, while Expert Systems alone is able to automatically repair up to one-third of all reported alarms remotely. Both solutions will often respond before the enterprise is even aware that there is a problem.