VNOC Service Features

Proactive monitoring and proprietary “Daily Room Sweeps”
High quality Remote Monitoring is a critical for a reliable and immersive Telepresence experience. The VNOC digitally monitors your telepresence solution components 24x7, using a finely tuned set of parameters that classify problems into categories of severity. The VNOC uses best practice fault management processes to evaluate alarms that are raised, take appropriate action, and then follow-up with appropriate customer notification.

One of the most important elements of remote monitoring is the daily “site sweep”. This process involves proactively testing each immersive telepresence system in a live connection and evaluating the system’s performance. Since many potential issues cannot be detected when the system is idle, this process provides a daily system check validating that each immersive telepresence system is operating at peak performance.

Based on the effectiveness of the Remote Monitoring process, the VNOC is able to proactively identify problems that would otherwise be experienced by end users. If problems are identified, the VNOC is your Single Point of Contact and is accessible via our video concierge service, which is integrated with a “support” button on the control panel or phone that then provides dedicated toll-free dial-in access or Web mail/portal access.

* If a client chooses to use another network to support its telepresence rooms, Glowpoint also offers optional Advanced Network Monitoring which allows the VNOC service to not only qualify the room readiness at all times, but to also monitor the performance of the network supporting that room. We will set thresholds based on the requirements of video traffic and react and report on any deficiencies.

24x7 On-Demand Help Desk Support, Fault Management and Trouble Resolution
Most customers have limited expertise and resources to manage advanced telepresence technologies. Expert help desk support and fault management is a critical component of the VNOC service. It’s what allows your IT team to prioritize end-user facing activities like scheduling and conference management rather than problem response.

The VNOC is your single point of contact that handles all technical issues and support related to your telepresence solution, and these issues are escalated directly from your IT team to our VNOC team. Once a telepresence issue has been identified, it is proactively managed by the VNOC team from ticket creation all the way through to resolution. Maintenance activities such as replacement parts or on-site engineer visits are all coordinated by the VNOC. We partner with your IT team to ensure that you receive the support you need to restore solution performance as quickly as possible.

Proprietary Unified Telepresence Portal
The Unified Portal is the central location that you can use to keep an active eye on all your telepresence activities, including key metrics related to the performance of the room, the associated network, and various support levels, including statistics related to usage (number of meetings, duration, and hours of use), network and room connectivity availability, trouble tickets, network and room mean time to repair, and failure/root cause analysis. Additionally, we provide quarterly meetings with our customers to review these statistics, providing a forum to discuss areas of success, areas in need of improvement, and address any other concern.

Scheduling with the VNOC service removes any concerns of room management and allows customers to book room resources through all available means, such as a dedicated toll-free number (direct dial for international calls), concierge service through video one touch dialing, and Web portal scheduling tools which are integrated with Microsoft Outlook and Lotus Notes. Glowpoint’s online scheduling tool is advanced and solves many of the challenges with room resource management that many large enterprises encounter today. Confirmation notifications are provided both to requestors and to participants. All scheduling options may be private labeled to match our customer’s attributes (e.g., name, logo and marketing tagline).

Hosted and Managed Video Infrastructure Support
VNOC can provide support for both hosted and managed infrastructure telepresence components. This provides additional flexibility to enable enterprises to have Glowpoint host the components, host the services or have Glowpoint just manage the components. This choice provides further optimization of ROI, cost, and overall solution.

Performance Reporting and Service Reviews
We provide monthly performance reports that capture key metrics related to the performance of managed telepresence rooms or video equipment, the associated network, and various support levels, including statistics related to usage (number of meetings, duration, and hours of use), network and room connectivity availability, network and room mean time to repair, and failure/root cause analysis. We also have quarterly meetings with our customers to review these statistics, providing a forum to discuss areas of success, areas in need of improvement, and address any other concern.

Conference Reservation and Scheduling Concierge Services
24x365 service for conference reservations is available via live and automated support. Glowpoint provides support for point-to-point or multipoint managed conference calls. The Unified Telepresence Portal is a key component which will allow users to manage reservations no matter which method is used for the initial scheduling.

Conference Event Production Support
A Glowpoint telepresence conference producer will set up and manage the successful launch and connection of all sites in the telepresence meeting, including point-to-point or multi-point calls. Our VNOC team then continuously supports and monitors all telepresence calls, including digitally monitoring connectivity levels. Our goal is to ensure that the technology is transparent to our users and they have an immersive experience without any issues.