SOS

Save Our Switch

SOS is a software system designed for those who wish to perform self-maintenance or for re-sellers that offer maintenance for Avaya switches and adjuncts. SOS consists of a Server that receives alarm notifications from PBX, voice mail and other adjuncts. The solution enters the alarms into the SOS ticketing system, where they are tracked by severity, status and time. It then sends event notifications to administrators via email, pager or fax. The client runs on any PC running Windows 98/NT/2000/XP. SOS supports an unlimited number of clients at no additional cost.

One product covers all of your Avaya PBX's
SOS is designed for AT&T, Lucent and Avaya's legacy and current private branch exchanges (PBXs), from the G3 series v3 through the Communications Manager 2.0, including the Sxx00, ProLogix, Definity1, G3 I&R, as well as Intuity and Definity voice mail systems. The software provides for dial-up and IP access connections into the PBXs and voice mail systems.

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Features…

Alarm Receiver - Set serial and IP ports to receive alarms from all products.
Companies - Add, Update and Remove companies and their associated information.
Contacts - Contacts database contains people to be notified. Includes email, pager and fax information on each person.

Cut-Through - Provides quick and simple access to any registered product in the database.
Data Base Export - Reports on any of the 12 databases with selected fields can be exported in ASCII delimited format.
Exception Files - Allows exceptions to Product alarms and ticket routing.
Global Password Change - Search for specific products or all products and globally change passwords on them.
Management Reports - Choose from seven types of reports with date ranges, sorts and print features.
Monitor - View time, date and transactions that take place in the system.
Permissions - Gives the administrator the ability to allow users no access, read only access and full access to all features of and functions of SOS.
Products - Register products to support here. Includes service contracts, time zones, contact, jeopardy information and much more.
Queue Viewer - View jobs to be processed, change priority, cancel jobs and suspend the queue.
Regions - Group products by regions for ticketing and reporting.
Resolution Codes - Enter a code, description and dollar figure to keep track of costs for a product.
Route Schedule - Assigned to each product, the schedule includes notification days and times, types of alarms, ticket status, exception file,and destination of tickets. Multiple route schedules can be assigned to each product allowing different types of coverage based on time of day, day of week and exceptions.
Service Contracts - Assigned to a product allows for days of service, start and end time each day, and contact.
Tickets - The tickets database contains all alarm and user generated tickets. Assign vendors, resolution codes, vendors, dispatch times, technicians, completed date, notes, etc. Search for specific ticket(s) and print.
Ticket Archives - An archive of all closed tickets, preforms like tickets above.
Users - Registers system users with companies they are allowed to access, applications they can use, contact information, etc.

Versatile alarm receiver

SOS can automatically receive alarms from any supported product, or can proactively poll products for alarms. With our versatile alarm receiver, SOS has the ability to receive dialup, IP or SNMP alarms directly from a product and if desired pass the raw alarm string to your maintenance vendor. If dial in alarms is not an option for your enterprise, SOS can poll the product for alarms on regularly scheduled intervals allowing the product to send its alarms directly to your maintenance vendor, while still receiving alarms in SOS.

Trouble tickets

SOS can generate tickets from either dialup, IP, polled or SNMP alarms. End users can generate their own manual tickets as needed. Each ticket has it own number associated to each alarm.
The versatile ticket database allows for alarm filtering, routing tickets to multiple locations by time of day, day of the week, ticket and alarm status and exception file filtering or type of alarm. The Ticket database includes: Ticket owner, alarm count, description of alarm, severity, dispatch information, jeopardy information, routing, vendor assignments, resolution code assignments, contacts, alarm identifier, etc. Queries can be performed on any field in the ticket database. SOS maintains an exception file that provides for granular ticket filtering. Users can create exception files and either match or not match ticket routes against it. SOS maintains a closed ticket archive. This archive can be accessed to update individual tickets and for historical and trending reports. Notifications of tickets generated by alarms are sent via email, pager, beeper and fax. Ticket information can be copied and pasted to a number of other formats. Ticket archives contain all closed tickets. A search for tickets can be done by any of four fields in the ticket, making it easy to find specific information on tickets, types of alarms, products producing alarms, etc.

Reports

SOS provides three types of reporting features. Reports can be made on-the-fly using search criteria of the ticket database, Predefined Management reports are available and the Database Export function allows for reports on each database. SOS Reports can be sorted by column, printed and exported in ASCII delimited format. Queries for both open and archived tickets can be performed using up to four fields as search criteria.

Search for specific tickets with up to four fields for your search criteria. Print the list, or details of each match.
Predefined Management reports include Jeopardy Reports, Open Ticket Reports, Product History, Products, Statistical Analysis, Tickets by Product, and Tickets by Status. All reports can
be generated by a date range, or all dates. They are storable by any field in the report, can be viewed on the screen and printed. Database Export allows reports based on any of the twelve databases in SOS to be exported in ASCII delimited format, ready for import into your favorite spreadsheet. Each of the twelve databases are made up of many fields, each field can be included or excluded from the report prioritized in the desired order, the report is then exported in ASCII format. Database Export
Through the Data Base Export feature, users can easily export any information in SOS to an ASCII delimited file.

Cut-Through

Quick and simple, cut-through allows the user access to any registered product in the database. Cut-through automatically connects to the product, and depending on the permission level of the user, logs in to the chosen product.

Download PDF(.pdf) Document: SOS.pdf
Right Click and "Save Target As" to download.