ETM Reporting Voice Network Intelligence

Transcription

1 ETM Reporting Voice Network Intelligence

2 Introduction Traditional Call Detail Record (CDR) reporting, which is used by many enterprises to report on phone calls and usage, has a number of inherit flaws. The approach that traditional CDR systems take is to attempt to gather information about calls through an interface with the call switching device/pbx. The issues with this approach include: CDR intelligence is based solely on information provided by the PBX, which is not rich or analytic. It is store and forward rather than real time the reporting occurs after the call has ended, which does not allow the user to take any action to stop an unauthorized or inappropriate call. In certain cases, the connection with the switching device/pbx fails. It is dependent upon the PBX database, which can be outdated or have incorrect information that corrupts the accuracy of the reported CDR data. The traditional CDR assumes the following about the call record: - It is a human voice call. - It was authorized. - It was what is listed in the PBX database. The PBX cannot determine or report on the type of call (i.e., a voice call, a fax call, a modem call, or video call), which is critical to helping optimize and secure voice networks. At most it reports on fraudulent usage and damages, but does absolutely nothing to prevent malicious or abusive calls in real-time where the waste actually originates. Why merely manage and identify when you can have the power of policy and intelligence to prevent? What would you rather have? A flat, one dimensional, historical and assumptive view of voice calls? - or - The SecureLogix ETM Usage Manager a multi-dimensional enterprise usage and enforcement intelligence and reporting solution. Page 2 of 15

3 What is the difference? The SecureLogix Usage Manager is: PBX Agnostic any vendor, IP/TDM/Hybrid, any size, any generation. System-wide deep analytics and reporting on all types of usage, security, policies, trending, and performance. A solution that can identify and report on all call types, including: voice calls, fax calls, modems calls, wideband video/data calls, busy calls, unanswered calls, etc. An appliance-based system that sits inline on the voice network and gathers the call progress information in real time, off of the voice network itself, not through an interface to another device. Easy to use more than 70 canned reports are included and reports are easily customizable to allow you to sort and filter existing reports to get information as widely or narrowly as desired. Real-time policy enforcement and prevention and historical reporting. Live dashboard feed of all voice network usage and policy enforcement activity. All of this gives you true Voice Network Intelligence and ultimate control of your voice usage costs. About SecureLogix Corporation SecureLogix Corporation enables secure, optimized, and efficiently managed enterprise voice networks. The company s ETM (Enterprise Telephony Management) System hosts a suite of integrated telecom applications that protect critical network resources from telephony-based attack and abuse, and simplify voice network management. SecureLogix Solutions address real-world problems for real-world voice networks. The flexible ETM System scales to support any voice environment, no matter how large or small. Engineered with full hybrid voice technology, the ETM System supports multi-vendor networks containing any mix of converging VoIP and legacy voice systems. SecureLogix Solutions are currently securing and managing over three-and-a-half million enterprise phone lines. The company s customers span nearly every industry vertical, from regional banks and hospitals, to the largest military installations and multi-national corporations. For more information about SecureLogix Corporation and its products and services, visit our website at Page 3 of 15

4 The ETM System The ETM System is your one-stop-shop, full service, voice security and management platform. It hosts the industry s first Voice Firewall solution, and delivers an integrated set of powerful applications to secure, optimize, and efficiently manage your voice network and communications. Our PBX-independent solutions work across any mix of multi-vendor legacy and VoIP systems in your network, and scale to support small site operations as well as the largest multinational corporations. The ETM System contains hardware and software. ETM platform appliances sit inline, at the edge of your voice network between your PBX and the CO, covering all of your VoIP/SIP and TDM voice circuits. Every inbound and outbound call is logged by the system, checked against voice network security access and usage policies, and monitored for call quality and performance. ETM appliances are linked to a central server. A client console connects to the server and brings all of the system s security and management tools directly to a dashboard on your desktop, giving you unified visibility and control across your entire voice network. The ETM platform hosts an integrated set of powerful applications. These applications address each of the telecom manager s core requirements: securing the voice infrastructure, managing call reliability and performance, and auditing network usage. The ETM System application suite includes: Usage Manager: Enterprise-wide, IP-PBX / PBX-independent CDR collection, call accounting, resource utilization reporting, and traffic analysis for granular and proactive network management and full ROI. Usage Manager is a full featured reporting tool that provides unique, valuable information for traffic on the voice network. Performance Manager: Dashboard for enterprise-wide visibility of both TDM and IP trunking infrastructure, with realtime and continuous monitoring of circuit health & status and call quality performance/qos. Includes telecom error notification and threshold-based voice QoS alerting, with problem diagnosis and resolution tools. It is like having a T-Berd on every line continuously. Voice IPS: Call pattern anomaly detection and prevention for real-time detection and control of toll fraud, war dialing, and service abuse/misuse for hybrid voice networks. Call Recorder Policy-based call recording of targeted calls of interest. Page 4 of 15

5 Voice Network Intelligence through ETM Usage Manager Reports The ETM Usage Manager application provides a powerful call accounting, reporting, analysis, and usage management solution for today s rapidly evolving enterprise voice networks. The Usage Manager can scale to support your network no matter how large or small, and works across multi-vendor networks with any mix of VoIP/SIP/UC and legacy voice systems. The Usage Manager's capabilities span far beyond basic billing reports. It provides a full-service reporting package that enables you to baseline, optimize and secure your voice network infrastructure. This unique system works in conjunction with the other ETM applications to allow you to actually implement policies not just identify issues/concerns, but proactively address them. Reporting, coupled with policy implementation, is the only way to secure the voice network perimeter you need visibility and control. The system allows you to: Identify and prevent toll fraud in real time through our powerful policy driven system. Identify other types of service abuse/misuse and implement policies to stop them. Identify inefficiencies in the voice network that can be eliminated through the Voice Firewall, resulting in dramatic cost savings for the organization. Identify and terminate security vulnerabilities in the voice network that compromise the security of the data network. Identify and solve other voice security issues, including harassing callers, fax spam, nonbusiness/unauthorized use of the voice network, etc. Schedule all of your call accounting reports to run automatically. View telecom resource utilization. Track phone network usage. Perform traffic analysis. Report on service performance and call quality. Plan for and scale your Unified Communications (UC) roll out. Page 5 of 15

6 Ease of Use and Flexibility The Usage Manager reporting solution is easy-to-use. It includes more than 70 out-of-the-box, predefined reports to immediately support a broad range of security, auditing, and operational management needs. A list of these predefined reports is presented at the end of this document. Both a web browser interface and a desktop interface are available for Usage Manager. The Usage Manager is also flexible. You can alter existing reports or create custom reports, at no additional charge, tailored to your specific operational needs. You can easily produce both detailed staff reports for in-depth analysis functions, and summary graphical reports for managerial briefings and decision support. The Usage Manager reporting solution is your around-the-clock, automated telecom assistant. It delivers critical telecom administrative information when and where you need it. You can run ad-hoc reports when needed and you can schedule batch reports to run on a daily, weekly, or monthly basis, and have the results ed to your desktop or posted to a central network drive. True Voice Network Intelligence An important aspect of the ETM Usage Manager reporting tool is that it provides you with true voice network intelligence through unprecedented visibility into the voice network that you cannot gain without this unique application. This intelligence allows you to make important business decisions in real time, resulting in tremendous cost savings, a better operational voice environment, and increased network security. The ETM Usage Manager includes a patented capability related to an ability to identify each call as a voice call, a fax call, a modem call, a video call, a busy call, an unanswered call, etc. This call type information provides a unique ability to identify and address critical voice network issues including, misuse, abuse, toll fraud, etc. Another ETM Application, the Voice Firewall, includes an ability to implement policy including logging, alerting and/or terminating calls, based on source number, destination number, time of day, call type, etc. These features provide real-time capabilities to stop misuse, abuse, toll fraud, and other issues on the voice network. All of this policy enforcement data is also available in Usage Manager reports. Use Case Example Large Enterprise A Fortune 50 major US retailer is a SecureLogix customer and they use the ETM System to gain unique visibility into their voice traffic, more efficiently and effectively manage their voice network operation, and implement real-time policies to address critical voice security and usage issues throughout their enterprise. Page 6 of 15

7 This customer initially purchased the ETM System to address the following security issues at the Corporate complex: Control modem usage and related vulnerabilities. Terminate unauthorized Internet connections through the voice network. Block data network virus introduction via the voice network. Enforce usage policy and reporting for PCI modems. Block restricted inbound callers: harassing callers/voice spam/headhunters, etc. They were able to successfully and quickly address all of the security issues above with the ETM System. About one year after they deployed the ETM System, they needed a new CDR package to replace an end-of-life/in-house developed CDR package. They were able to use the ETM System to replace the old CDR system without having to purchase a separate CDR package. They had evaluated multiple other possible CDR packages and none besides the ETM System could scale to the volume of CDR records and reports that this customer required. They have been using the ETM System to successfully provide this high volume CDR function for the last five years! Some highlights of this customer s use of ETM reporting include: Complete Weekly Call Accounting/CDR reports for all Corporate Office departments. These include departmental allocation reports, resource utilization reports, security reports, and numerous ad hoc reports. More than 600 weekly reports for Distribution Centers that are automatically generated by the ETM System. Each DC Manager reviews weekly ETM reports that include: - International and Long Distance Report to identify misuse/abuse of the phone system and any possible toll fraud activity. - Busy and Unanswered Calls to identify situations in which inbound calls are not completing. This is important as it directly impacts their business operations. - Modem and (Internet Service Provider) ISP Calls to identify a substantial security risk and this information can be used to determine if the calls serve a legitimate business purpose. This information is then used in ETM Firewall policy to allow modem and ISP calls from authorized extensions only and terminate all other connection attempts. Weekly reports are generated for retail store locations. Reports are used to document phone usage, identify and terminate misuse/abuse and security issues, identify busy and unanswered calls, provide valuable data to support business operations, etc. Page 7 of 15

8 This customer has experienced a number of successes based on their use of the ETM System. Some examples include: Effective control of modem vulnerabilities. The ETM System is a critical component of their PCI Compliance Program through implementing policy on modems that carry PCI traffic. Realized ROI by identifying unused voice lines (both digital and analog) that could be reduced/removed in their Home Office Complex and DCs. Resulted in additional cost savings by identifying local calls being misrouted over Long Distance spans (incurring a per call charge) at a DC. Identified and stopped toll fraud/unauthorized voice calls from one Distribution Center to Eastern Europe. Identification of root cause of a complex D-channel issue for network engineering (Avaya, SBC, AT&T and Daycom were involved and the ETM System provided unique capabilities to solve the issue). Identification of root cause of Sonet ring issue at SBC Central Office. Identified maintenance issues at AT&T Central Office. Identified a hacker website focused on attacking this company and provided information to Security group. Blocks several fax spam numbers resulting in approximately unwanted faxes a month being blocked. Blocks several hundreds of harassing calls each week. Controls the use of paid Directory service calls. Ability to implement ETM Policy based on Caller ID Blocked and Caller ID Restricted. Voice traffic analysis and capacity planning (TDM and VoIP acquisitions). Auto-generate Remedy tickets via SNMP for Quality of Service issues on the voice network. The vendor that manages Corporate Office PBXs uses the ETM System to troubleshoot telecom issues more than reports from PBX. Implemented the ETM call recording solution in the stores, providing centralized, remote management of a solution that dramatically reduces harassing calls/bomb threats into stores; tremendous ROI results by reducing the amount of time stores close due to harassing calls and more. The ETM System is installed in more than 1,000 store locations across the US. Page 8 of 15

9 Overview of Available Report Types The following presents an overview of some of the reports that are generally available through the ETM Usage Manager for regular generation and distribution at any interval you want. These are just some examples of the type of reports that provide true voice network intelligence. General Traffic Summary The General Traffic Summary report outlines at a high level, the total number of inbound and outbound calls, and separates them by call type, call count, and call duration. A separate report outlines the above information for after business hours activity. The business hours would be determined by the customer on a by-site basis. The reports are grouped by switch (PBX / Site) and provide a baseline of call traffic by call type at each location. The reports include inbound Busy and Unanswered calls which can provide valuable information to a customer. High numbers of these types of calls may directly impact daily business operations. Calls to Special Numbers The Calls to Special Numbers reports highlight calls to special service numbers. These reports capture 911 emergency calls, calls to 311 non-emergency city services, as well as outbound calls to directory service numbers (411 and ). Calls to Directory Service provide a potential source for immediate cost savings. These reports capture detailed information on directory service calls. This information can be used to determine how much a customer is paying for these services. Charges can be incurred for the initial directory service call, additional fee to auto-connect the call and many times a high rate per minute charge for the duration of the call. This type of information can be used to change procedures (and implement rules in the ETM Voice Firewall) to stop such calls and reduce the costs for such calls. Many of our customers implement policies to terminate traditional directory service calls and require employees to get this information through other means, such as use the internet to find this information, or use a no-cost service to provide this information which requires the caller to listen to a short advertisement. Calls to Internet Service Providers (ISPs) The ISP Service Provider report lists all calls to ISP s. This report provides both detailed and summary elements. Details provided in this report include source number (calling party), destination number (ISP called), start time of call, duration and are grouped by the switch. Page 9 of 15

10 Summary elements provide totals for which ISPs are being called, what extensions are making the calls as well as long duration ISP calls (>60 minutes). The reports are grouped by switch (PBX / Site) and provide detailed information on the internal extensions that are dialing Internet Service Providers. This information can be used to determine if the calls serve a legitimate business purpose. This information could then be used in ETM Firewall policy to allow calls to ISP s from authorized extensions only and terminate all other connection attempts. It may also allow you to reevaluate processes that are still using ISP connections for business purposes to determine if a more efficient and secure method exists. These reports and related policies dramatically increase the security posture of an organization. Modem & Fax Traffic The Modem and Fax Traffic reports provide both details and summaries of both inbound and outbound modem and fax activity. Extensions that are receiving and initiating modem and fax calls are displayed, along with how many calls were placed and the duration of these calls. Additional reports can be generated that detail calls that were initiated after business hours, on extensions that were designated as another call type (example: modem or fax calls on extensions that should be used for voice calls only) or are very long durations. The reports are grouped by switch (PBX / Site) and provide detailed and summary information for extensions that are placing or receiving modem and fax calls. The modem and fax security reports can provide information on unauthorized modem or fax calls. These reports provide unique ability to identify misuse of the voice network and critical security concerns. This information could then be used in ETM Firewall policy to ensure these types of calls are allowed to and/or from authorized extensions only and terminate all other connection attempts. These reports and related policies dramatically increase the security posture of an organization. Long Distance and International Calls The long distance and international reports summarize calls placed to numbers outside of the local calling area. The summaries are provided in business and non-business hours. There is also summary information grouped by source and destination state/province and country. The summary data in these reports provides a quick outline into calling patterns by state or country. This information can allow customers to immediately identify anomalies in the LD or INTL calls and take action using the ETM policies to stop or mitigate these calls. This can help identify possible toll fraud and provide potential cost savings if calls to inappropriate area/country codes are detected and stopped. Page 10 of 15

11 General Analog Traffic Report This report provides call counts for analog trunks that do not go through the PBX and are therefore not visible through the PBX / Switch. This information provides resource utilization information on analog trunk usage that allows the user to identify underutilized resources as well as possible misuse/abuse. This information can lead to potential cost savings if underutilized trunks can be removed and/or if misuse/abuse is identified and stopped through ETM Firewall policies. Since these reports are on lines that do not go through the PBX, other CDR packages cannot provide these types of reports. This is an area of great cost savings for many customers as end users will many times contact telecom to ask for an analog line, but almost never contact telecom to let them know that they no longer need the analog line. Resource Utilization Reports The Resource Utilization reports provide both a graphical and textual representation of call load over an organization s telecommunications infrastructure. One report is based on the Span Group configuration used by the ETM System GUI. The other is based on Trunk Group which can be configured on a by channel basis in the span configuration GUI. A single span may include multiple trunk groups and this report can provide Resource Utilization information at that level. These reports detail call load over the individual spans within an organization using graphs with hourly data. This information can be used to track and monitor call loads across the telephony network and can help identify underutilized resources as well as those that are nearing or at maximum capacity. This information can provide potential cost savings if underutilized resources can be removed as well as preventing potential business impacting issues if available trunks are maxed out. In addition, once a user utilizes the unique ETM System capabilities to identify and terminate unauthorized calls (such as calls to ISPs, other unauthorized modem calls, voice calls on fax lines, etc), then these RU reports can be rerun to identify excess capacity and voice lines that can now be reduced, resulting in dramatic cost savings. Health and Status Reports The Health and Status reports detail alarms and errors recorded on the spans and are grouped by resource (Span name). These are historical reports that can be used to review any previous outages as well as identifying spans that may have quality of service concerns. These reports can illustrate where Page 11 of 15

12 the errors are originating, from the Central Office or the PBX, and this information is extremely valuable in troubleshooting. Since this information can be obtained from a centralized ETM System console, it can result in a tremendous amount of savings related to not needing to send a technician to a remote site to troubleshoot an issue that is actually on the carrier side. It also saves a large amount of time in troubleshooting since you can now send a report to the carrier illustrating that it is a problem on their side, reducing the finger-pointing that happens so often. Unused Extensions The ETM System can generate usage reports by extension that can then be compared with a listing of extensions from the PBX to identify unused extensions in the PBX/Switch. This analysis can identify unused extensions and then the organization can reduce the cost of maintaining the extensions that are unused. This can result in tremendous cost savings for any organization that uses an outside vendor to manage their PBX/ moves/adds/changes as those type of vendor relationships are priced based on the number of extensions in the PBX that are being used. List of Predefined Reports in ETM Usage Manager The ETM Usage Manager includes the following set of predefined reports. Cost Allocation Reports Calling Charges Incurred from Non-Fax Calls on Fax Lines Last Month Calling Charges Incurred Last Month Daily Call Cost Thresholds by Hour after Business Hours Last Week Daily Call Cost Thresholds by Hour during Business Hours Last Week Daily Call Cost Thresholds by Hour over the Weekend Last Week End of Month Overview by Department for Current Month End of Month Overview by Extension per Department Most Expensive Calls from Last Month Directory Reports Current Private Directory Listing by Site Current Private Directory Listing by Site Sorted by Dept and Access Code Current Private Directory Listing by Site Sorted by Dept and Number Current Public Directory Listing by Site Directory Manager Export Page 12 of 15

13 ETM System Operations and Status All Failed Connection Attempts to Appliances Appliance Access Attempts since Midnight Yesterday Status of Appliances since Midnight Yesterday User Account Activity since Midnight Yesterday Migration and Purging Activity over Previous 7 Days Remote Access Attempts to Appliances Last Week Scheduled Task Activity over Previous 7 Days Resource Utilization Reports Aggregate Call Types since Midnight Yesterday Aggregate Span by Minute since Midnight Yesterday Peak & Avg Call Types by Hour since Midnight Yesterday Peak & Avg Span Group by Day over Last Week Peak & Avg Span Group by Hour since Midnight Yesterday Peak & Avg Span by Day over Last Week Peak & Avg Span by Hour since Midnight Yesterday Peak & Avg Trunk Group by Day over Past Week Peak & Avg Trunk Group by Hour since Midnight Yesterday Telecom Diagnostic Reports Digital Span Diagnostics over Previous 7 Days TDM Diagnostic Totals from Last Week VoIP Diagnostic Totals from Last Week Telecom Network Auditing Reports Daily Call Count Thresholds by Hour after Business Hours Last Week Daily Call Count Thresholds by Hour during Business Hours Last Week Daily Call Count Thresholds by Hour over the Weekend Last Week Telecom Network Baseline by Call Type over Past 30 Days Telecom Network Baseline over Past 30 Days Telecom Operations Reports All Busy, Unanswered, and Undetermined Calls Since Midnight Yesterday All Calls to Emergency Services since Midnight Yesterday Page 13 of 15

14 All Data Calls Since Midnight Yesterday All Fax Calls Since Midnight Yesterday All Modem Calls Since Midnight Yesterday All Outbound Non-Fax Calls on Known Fax Lines All STU Calls Since Midnight Yesterday All Voice Calls Since Midnight Yesterday Call Counts over All Circuits since the Beginning of the Month Call Counts by Site per Channel over the Last 30 Days Call Records Archive for Previous Month Call Traffic Overview from Last 30 Days List of Active Busy, Unanswered and Undetermined Numbers over Past 30 Days List of Active Data Numbers over Past 30 Days List of Active Fax Numbers over Past 30 Days List of Active Modem Numbers over Past 30 Days List of Active STU Numbers over Past 30 Days List of Active Voice Numbers over Past 30 Days List of All Active Numbers over Past 30 Days SMDR Data Gathered on Outbound Calls Second Dial Tone Detection - Calls from Last Week Summary of Call Activity per Site Totals by Call Direction over Last 30 Days Weekly Executive Call Summary Report Telecom Security Reports AAA Account Activity from Last Week AAA Calls from Last Week All Authorized Modem Activity from Last Week All Calls to ISPs from Last Week All Unauthorized Modem Activity from Last Week List of Active Modem Numbers from Last Week Possible War Dialing Attempts from Last Week Page 14 of 15

15 Summary of Modem Activity from Last Week Total Duration of Calls to ISPs from Last Week User Activity on ETM System since Midnight Yesterday For more information, contact: SecureLogix Corporation San Pedro, Ste. 820 San Antonio, Texas ETM, We See Your Voice, SecureLogix, SecureLogix Corporation, the SecureLogix Emblem, and the SecureLogix Diamond Emblem are registered trademarks or registered trademarks and registered service marks of SecureLogix Corporation in the U.S.A. and other countries. PolicyGuru is a registered trademark of SecureLogix Corporation in the U.S.A. All other trademarks mentioned herein are believed to be trademarks of their respective owners. Copyright 2009, 2016 SecureLogix Corporation. All Rights Reserved. SecureLogix technologies are protected by one or more of the following patents: US 6,226,372 B1, US 6,249,575 B1, US 6,320,948 B1, US 6,687,353 B1, US 6,718,024 B1, US 6,760,420 B2, US 6,760,421 B2, US 7,133,511 B2, US 7,231,027 B2, US 7,440,558 B2, US 8,150,013 B2, CA 2,354,149, DE 1,415,459 B1, FR 1,415,459 B1, and GB 1,415,459 B1. U.S. Patent Pending. Page 15 of 15