What s new in Enterprise Alert 2017

Transcription

1 What s new in Enterprise Alert 2017

2 1 WHAT IS NEW IN VERSION 2017? Tier Escalation Ability to rename AD-synchronized teams Encryption of VoIP phone call notifications Inbound IVR call flows per called number Call the on-call from a team on duty Load Balancing for notification channels Web Service client console application can be downloaded from the portal Ability to build customized Who s on call Views Product compiled in 64 Bit Enhanced Support for Windows Server Portal Design Enhancements ABOUT FURTHER INFORMATION CONTACT Mailing Address DISCLAIMER PAGE 2/13 What s new in Enterprise Alert 2016

3 1 WHAT IS NEW IN VERSION 2017? 1.1 Tier Escalation We have added the capability to escalate through multiple tiers within one and the same Alert Policy. The number of tiers is hereby not limited. You can escalate between Teams, Users and Multi-Team Schedules. This allows to e.g. escalate to the manager on duty when the on-call person from an expert group/team did finally not respond to an alert. 1.2 Ability to rename AD-synchronized teams We have added the ability to rename Teams which are synchronized from Active Directory. As the group names in AD are usually relatively long and contain a lot of abbreviations for organizational hierarchies, this feature helps to ensure usability in these circumstances. PAGE 3/13 What s new in Enterprise Alert 2016

4 1.3 Encryption of VoIP phone call notifications Enterprise Alert 2017 supports encryption of all voice call notifications via SIPS and SRTP (Certificate based encryption). This ensures that phone calls cannot be captured by people who have network access (e.g. IT administrators). Instead, all phone calls are protected and the spoken audio is only available for Enterprise Alert and the called person. PAGE 4/13 What s new in Enterprise Alert 2016

5 1.4 Inbound IVR call flows per called number Enterprise Alert 2017 can respond with different inbound IVR call flows to incoming phone calls based on the phone number that was dialed by the calling user. In previous product versions, each inbound IVR call flow required a new connection to the phone call gateway (e.g. Cisco Call Manager). This limitation reduced the flexibility and led to more deployment effort when new phone call response scenarios needed to be implemented on Enterprise Alert. In version 2017, you can now assign dedicated inbound calls flows (i.e. Voice XML files) to a number or extension that the end user would call in order to run the assigned call flow. PAGE 5/13 What s new in Enterprise Alert 2016

6 1.5 Call the on-call from a team on duty Enterprise Alert allows users calling the person on duty from a specific team. E.g. a user can dial a provisioned phone number for the network team and Enterprise Alert will identify the person on duty from that team, will call that user and once he responds it will connect both users so that they can have a conversation on the phone. In release 2017 the scenario was enhanced in a way that the target team can be dynamic, i.e. be based on a multi-team schedule. This allows to e.g. implement a central phone number for network issues which will result in a call bridge to a network person on duty in a specific time zone (follow the sun). The scenario can be setup simply by selecting a multi-team schedule in the on-call number mapping section. PAGE 6/13 What s new in Enterprise Alert 2016

7 1.6 Load Balancing for notification channels We have enhanced the utilization of multiple notification channels of the same type. In the example of SMS text notifications and two connected hardware modems it is now possible to distribute all notifications equally between both devices (load balancing). In previous product versions, it was only possible to failover the sending of messages to the second modem in case the primary modem had and error and was not capable of sending messages anymore (failover). In the new release the message distribution mode can be selected in the message routing section in the portal. Options include the failover mode, load balancing with consideration of a minimum workload a device/connection must have in order to switch message delivery to other connections or load balancing based on round robin utilization of the connections in the message route. PAGE 7/13 What s new in Enterprise Alert 2016

8 1.7 Web Service client console application can be downloaded from the portal Enterprise Alert contains a Web API for a quick and convenient 3 rd party integration. It is used to forward incidents and alarms in ITOM/ITSM systems to Enterprise Alert. Data is forwarded either by calling the Web API URL directly (e.g. HTTP Get) or by using a console application which is shipped with Enterprise Alert. The console application can usually be executed by 3 rd party systems as a custom response action in order to forwarded detected incidents to other systems. The console application is installed with Enterprise Alert and available in the product installation folder. In the new release version of Enterprise Alert the application can now also be downloaded from the web portal. The zip package contains the executable and the preconfigured configuration file (containing the target URL of the Enterprise Alert Web API). PAGE 8/13 What s new in Enterprise Alert 2016

9 1.8 Ability to build customized Who s on call Views With Enterprise Alert 2017 it is possible to build customized Who s on call views which only display a selection of teams which are present in Enterprise Alert. This allows to implemented dedicated views for specific departments or sites and ensures that Teams do not expose their on-call details to foreign groups in the corporation. The separation is based on a new parameter the public Who s on-call URL of Enterprise Alert. It does now support a new parameter named teamids which is a coma-separated list of team IDs in EA to include on the web page. The team IDs can be obtained from the Enterprise Alert database. Example URLs are demo.enterprisealert.com /EAPortal/pages/OnCallOverview.aspx?teamids=6,7,8 1.9 Product compiled in 64 Bit Enterprise Alert 2017 is compiled entirely as 64-Bit application. That means that the target installation folder changes from Program files (x86) to Program files for new deployments and that it can no longer be deploy on 32 Bit Windows Server operating systems. When the product is upgraded to version 2017 the installation folder is however not changed. PAGE 9/13 What s new in Enterprise Alert 2016

10 1.10 Enhanced Support for Windows Server 2016 Enterprise Alert 2017 provides enhanced support for Windows Sever 2016 by an optimized installation and setup routine and updated references to the Microsoft.NET Framework Portal Design Enhancements Enterprise Alert 2017 ships with a lightweight web portal design update intended to increase productivity and readability of visual elements and displayed data. It also alights even more with the design of the Enterprise Alert Mobile App. PAGE 10/13 What s new in Enterprise Alert 2016

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12 2 ABOUT Derdack designs software for mission-critical alert notifications and anywhere incident response. Derdack's EnterpriseAlert supports IT & business operations of large enterprises and global services organizations in over 50 countries. It provides customers with the ability to reliably distribute critical information to the right people and to respond to critical incidents and emergency situations before they can impact business continuity and customer service levels. Founded in 1999, Derdack has its headquarters in Glen Allen, Virginia, and Potsdam, Germany. 3 FURTHER INFORMATION Please visit or: Corporate Blog: Technical Blog: Youtube: Facebook: LinkedIn: Twitter: CONTACT Please visit for further information on Enterprise Alert or contact us: US: +1 (202) UK: +44 (20) Germany/Intl.: +49 (331) (German, English, Spanish), Fax: +49 (331) info@derdack.com 4.1 Mailing Address Derdack Corp. Derdack GmbH 4470 Cox Road, Suite 250 Friedrich-Ebert-Straße 8 Glen Allen, VA Potsdam USA Germany PAGE 12/13 What s new in Enterprise Alert 2016

13 5 DISCLAIMER 2017 Derdack. All rights reserved. This document is for information purposes only. Derdack makes no warranties, express or implied, in this document. Enterprise Alert is a registered trademark of Derdack in the EU, the US and other countries. The names of actual companies and products mentioned herein may be trademarks of their respective owners. PAGE 13/13 What s new in Enterprise Alert 2016