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Introduction to the Avaya EXPERT Expert System Based on Big Data & Smart Diagnostics

2018-05-11 10:49:43 Author: Source:CTI ForumComment:0  Click:


In today's digital Internet era, maintenance support for user systems will gradually transition from traditional passive support to active support. Users want us to be able to find and solve problems before the problem avalanche. This requires the use of accumulated data and diagnostic scripts to build not only tools that can proactively discover problems, but also to solve problems with artificial intelligence scripts within minutes.
Avaya EXPERT Expert System ("EXPERT"): Avaya's unique system for active remote monitoring based on big data analytics and intelligent diagnostic scripts that automatically eliminates alarms. EXPERT has now accumulated more than 1,000 diagnostic scripts and can quickly eliminate over 800 alarm types.
Avaya EXPERT Expert System Benefits
93% automatic alarm elimination
According to statistics, Avaya will receive more than 10 million alarms every month, of which 99.3% of the alarms can be filtered out by EXPERT without any processing. For the remaining 70,000 alarms, Avaya will automatically create SRs (Service Requests) for processing. And this is where EXPERT differs from other third-party tools: Before assigning SR to support staff, the expert system will try to use one of our more than a thousand diagnostic scripts accumulated to quickly clear alerts. The success rate of these scripts exceeds 93%, which means that only about 4,900 alarm-based SRs (that is, 0.05% of all alarms) will be handed over to support engineers.
The speed is about 5 times faster than the average speed
Since the engineers started processing these SRs from the initial alarm information, these SRs are solved five times faster than the average speed.
Safer and more reliable
With SAL (Secure Access Link), users can enjoy all the features provided by the Avaya EXPERT expert system.
Due to the use of SAL, the access method is more secure than the traditional VPN method. Avaya does not store user's IP address, username, password, and other information. The user decides who can log in to the device and approve it manually before login.
Avaya provides SAL installation software free of charge to users who have an SA contract. The support partner is responsible for the installation and the Avaya Support Center provides support. Users only need to provide a Linux Server or VMware environment for installing SAL software without any additional cost.
User success stories
A well-known international insurance company
At the request of the user, the SAL remote secure access link was successfully configured for all 48 equipment assets of its system, and its main components were added to the monitoring of the Avaya EXPERT expert system. Through SAL, in the past 6 months, EXPERT has automatically eliminated 160 alarms for users, eliminating problems as soon as possible without human intervention.
If the SAL health rate is used to evaluate the user's system status, the user's current SAL health rate has reached 100%, which is higher than the best health rate of 98% for other Avaya users worldwide.
[User System SAL Health Rate: The SAL Health Rate refers to the ratio of the number of user system devices and the total number of devices in which the SAL is configured to be healthy. 】
“By configuring the SAL and Avaya EXPERT expert systems, not only is troubleshooting more efficient and effective, but also our systems are always in self-checking and self-checking state. The expert system automatically eliminates alarms and actively eliminates problems in the bud. This is what Avaya provides. Very advanced and valuable tools make us more comfortable with the stable operation of the system."
---------Customer IT Director
Avaya's global support services are highly praised and not only address the risk of system disruptions, but also help you protect technology investments and keep you in top shape by proactively eliminating problems, quickly solving problems, and continuously optimizing solutions.
If you have any questions or installation requirements for SALs, please contact your Avaya Account Manager or your partner who supports you.
[Disclaimer] This article only represents the author's own opinion and has nothing to do with the CTI Forum. The CTI Forum maintains its neutrality in the presentation of statements and opinions, and does not provide any express or implied warranty for the accuracy, reliability or completeness of the contents contained therein. Readers are for reference only, and please bear full responsibility for yourself.
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