MACQUARIE TELECOM MANAGEMENT TOOLS USER GUIDEinfo.macquarieview.com/.../management-tools-user-guide.pdf · 2015. 9. 22. · Inbound Voice Reporting The Inbound Voice Reporting tool

MACQUARIE TELECOM MANAGEMENT TOOLS USER GUIDE V1.2

22 SEPTEMBER 2015

Macquarie Telecom Management Tools User Guide | 22-Sep-15

Commercial-in-Confidence i

CONFIDENTIALITY STATEMENT

This document contains Macquarie Telecom Pty Limited propriety and commercially sensitive

information. Your company may disclose the information contained herein to any officer, employee,

contractor or agent who has specific need to access the information but only to the extent that such

disclosure is necessary for evaluating the products and services as described in this document and

subject to that person being obligated to maintain the confidentiality of the confidential and

commercially sensitive information.


Commercial-in-Confidence Page ii

TABLE OF CONTENTS

INTRODUCTION ...................................................................................................................................... 1

1. MACQUARIE TELECOM MANAGEMENT TOOLS ................................................................ 2

2. MACQUARIEVIEW ................................................................................................................... 3

2.1 Features of MacquarieView ....................................................................................... 4

2.2 Service Inventory ....................................................................................................... 5

2.3 Order Management .................................................................................................... 8

2.4 Order Submission ....................................................................................................18

2.5 Order Tracking .........................................................................................................19

2.6 Billing .......................................................................................................................20

2.7 Managing your Company Contacts & Management Tools Users ...........................23

2.8 Managing your Company Notifications ....................................................................25

2.9 Managing your Personal Notifications .....................................................................27

2.10 Fault Management - Raising and Tracking Tickets .................................................27

3. FLEETVIEW - MOBILE FLEET MANAGEMENT ..................................................................29

3.1 What is FleetView? ..................................................................................................29

3.2 What can I do in FleetView? ....................................................................................29

4. INVIEW - NETWORK & HOSTING MANAGEMENT .............................................................30

4.1 Status Management .................................................................................................30

4.2 Threshold and Alert Management ...........................................................................30

4.3 Performance Management ......................................................................................31

4.4 Router Application Reporting (NBAR) .....................................................................31

4.5 Internet Flow Reporting ...........................................................................................32

4.6 WAN Diagnostics .....................................................................................................33

4.7 MPLS & QoS Reporting ...........................................................................................34

4.8 Monthly Performance Reports (CIO Report) ...........................................................35

4.9 Patch Scheduling .....................................................................................................35

4.10 Patch Application .....................................................................................................37

4.11 Website Monitoring ..................................................................................................38


Commercial-in-Confidence Page | 1

INTRODUCTION

This User Guide refers to the full suite of Macquarie Telecom online tools. This guide will assist you in

how to manoeuvre the tools, raise orders, log tickets and self-manage your Macquarie Telecom

services.

For more detail around fault SLAs, provisioning lead times, escalations and product information please

refer to the Macquarie Telecom Customer Support Manual – if you do not have a current copy of this,

please contact your Service Delivery Manager or your Account Executive.

FOR SUPPORT – PHONE MACQUARIEHUB

Within Australia: 1800 789 999

Outside Australia: +800 789 999 99

The ‘+’ sign is replaced by the access code for the country from

which you are calling, for example you would dial 001 800 789

999 99 from the USA or 00 800 789 99 99 from the UK.

If the international free call number is not available, please use +61 2 8098 4401.



1. MACQUARIE TELECOM MANAGEMENT TOOLS

Our aim is to make it easier for you to see, manage and purchase services online as well as improve

the time it takes to deliver to your business.

Management Tools Training

You can request one-on-one training on our management tools suite by clicking on Help > Training

Request in MacquarieView or by contacting your Service Delivery Manager or Account Executive.

Easy to use interface

Built-in templates and a wizard guide you through the ordering process.

Transparency

You are able to see configuration information for all of your active products in the Service Inventory.

Value added services (VAS)

VAS are associated with each product (such as Antivirus, File Backups, HIDS).

Fast turnaround

Macquarie Telecom has a dedicated team of Project Managers and Provisioners for the management

and delivery of your online orders. This cuts down the time it takes to deliver to your business and fulfil

operational requirements.

Macquarie Contacts

We provide you with the contact details of the person managing your order or enquiry so you have

direct access.

Working to your schedule

You can indicate when you would like items to be implemented (standard lead times apply to the

delivery of all orders and services).

Create your own view

You are able to group your services in a way that makes sense to you.

Billing analysis

You have more control over your billing information i.e. edit or create new billing descriptions, site and

cost centres. We also provide you with an Analysis Tool which you can tailor to meet your billing

requirements and upload your invoice each month.

Fault management

You can log fault tickets and track these online for both service issues, enquiries and anything relating

to your invoice.



2. MACQUARIEVIEW

MacquarieView is a unique, online telecommunication dashboard which enhances Macquarie

Telecom’s commitment to Personal Accountable Service (PAS). Intuitive, near real-time, and available

anywhere with an internet connection it allows you to manage your orders, alerts, bills, faults, and

check network performance levels from your computer. It can be highly personalised and spans all

your Macquarie Telecom voice, mobile, data and hosting services.

In time constrained business environments you need to quickly determine the status of your

telecommunication services. Now, with just a single sign-on, you can access easy to read summary

information for all your telecommunication services allowing you to quickly identify and examine areas

requiring a more detailed review.

Visibility of network performance can be critical in identifying problems highlighting when preventative

or remedial action is required. MacquarieView provides a summary of alerts for all your services

leading to a faster response and resolution cycle. These alerts are individually configured and can be

delivered via email or SMS. When managing resources and expectations you require current

information on the status of your orders and tickets. With real-time updates you can make the

decisions necessary to manage your business

Figure 1: Macquarie Telecom’s suite of online management tools

Delivering unparalleled efficiencies through ease of management, reporting and alerting.



2.1 Features of MacquarieView

All of the below are available online.

Service Function Benefit

MacquarieView A near real-time, online service management dashboard. It allows you to manage your orders, alerts, bills, faults and performance of all your Macquarie Telecom services.

Saves you time and improves efficiency

Helps distribute critical data to a number of users

Gives you access to easy to read information about your services

InView A near real-time management and reporting tool specifically for data and hosted services. You can plan, monitor and troubleshoot issues across your network from the core to the edge of your infrastructure.

Improves your network performance with proactive management

Supports investment decisions with detailed data usage

FleetView A near real-time mobile fleet management and reporting system giving you control of expenditure, usage, call types, business and personal use, mobile inventory and cost centre allocation.

Controls the costs of your mobile fleet

Allows you to get clear information about your usage and cost

Reduces your administration overhead

Inbound Voice Reporting

The Inbound Voice Reporting tool offers you complete visibility of inbound call traffic on you 13, 1300 and 1800 business numbers.

Measures the effectiveness of sales and marketing campaigns

Manages your staffing levels

Inbound Call Plan Manager

Inbound Call Plan Manager is a highly flexible management tool that gives you the ability to manage your inbound voice services from your desktop anywhere in Australia.

Easy to use interface with location and time routing

Increases visibility and destination routing

Figure 2: Our online portals cover all aspects of your telecommunications solution

Delivering personalised information, internal efficiency, with visibility and control of your entire solution.



2.2 Service Inventory

Macquarie Telecom Managed Services and Devices are fully integrated into Management Systems

that are deployed within Macquarie. Internal Configuration Management Data Bases (CMDB) contain

everything that is needed to provide a fully managed service. Macquarie Telecom makes this detailed

information easily accessible to customers in the online Service Inventory (SI). To access this system,

please log in to MacquarieView, then select Services and the line of business you want to view.

2.2.1 Hosting Service Inventory

In MacquarieView select Services > Hosting > Product View.

Figure 3: All your hosting products on one page

See the health of your entire hosting solution and what additional add-ons you have on one pane.

2.2.2 Application View

Application reporting in MacquarieView enables you to audit and report on the applications installed on

your Macquarie managed servers.

Utilising our management and automation tool platforms MacquarieView polls customer servers on a

regular basis, collates the installed programs and then presents the data in various formats within the

hosting service inventory.

This information is then available within MacquarieView. To find this feature navigate to Services >

Hosting Services > Application View.

Figure 4: Full applications configuration



You have the ability to view the details of application by Server, App or count. You can also filter on

Operating System, Server or Application.

2.2.2.1 List Applications by Server or by Application

You can review the applications and determine which servers they are installed on. This assists with

managing applications.

You can:

See what servers are running certain applications

Find rogue apps that should not be installed; this can save resources and improve security

See if there are different versions of the same app installed so a support team can upgrade

them all to the current version (if necessary)

The filter settings at the top of the interface allow you to interrogate the entire environment and refine

the display depending on what you are looking for.

2.2.2.2 List Applications by Count

This is an efficient mode to use for license and software audits and counts the number of times an

application is installed. This is commonly used to determine if you are compliant with vendor license

agreements.

There are two main benefits of using this:

Software vendors require users to be responsible for license counts and this tool can be used to

provide information regarding the license status of assets

It can be used to find ‘missing’ license instances that are not being used and re-purpose them

for production systems

To access this feature click on the ‘Show by Count’ option at the top of the interface. The screen will

change to be similar to the one below:

Figure 5: Useful for application audits - see your applications and their counts



2.2.3 Data Service Inventory

To access this system please log in to MacquarieView, then select Services > Network. From this

screen you are able to view your service details as a list, by technology type, by location or by

individual service details. You can also view any associated services and create Actions such as

raising an order, making a configuration change and logging a fault ticket.

Figure 6: Your network on one page

See the health of your entire data solution.

Figure 7: Quick view of your WAN links with additional (ACTIONS) requests



2.2.4 Voice Service Inventory

To access this system please log in to MacquarieView, then select Services > Voice. From this

screen you are able to view your service details as a list, by technology type, by location or by

individual service details. You can also view any associated services and create Actions such as

raising an order, making a configuration change and logging a fault ticket.

Figure 8: All voice services on a single pane

2.3 Order Management

MacquarieView provides you with the ability to self-service your telecommunications solution.

MacquarieView allows you to create Small Adds/Moves/Changes (SMACs), order new services, make

changes to existing services, relocate your services, cancel services and order Value Adds. You are

also able to track your orders online and we provide you with the contact details of the Project

Manager or Provisioner managing your order so you can engage directly with the right person

immediately.

Figure 9: Control of your services

Order and change services when you need them with full control



2.3.1 Order Pricing

When you raise an online order for Data, Hosting or Mobiles you will be provided with an online quote.

For Voice services (New/Change) please refer to the Macquarie Standard Price List (MSPL). You

must register to have access to the pricing via this link:

http://www.mspl.macquarie.net.au/MCTPricing/UserForms/frmlogon.aspx.

2.3.1.1 Terms & Conditions

The first time an order is triggered; the person placing the order must view and accept our online

ordering Terms and Conditions. Once the Terms and Conditions have been accepted, the Add a

Service wizard will appear. You can choose whether the new service will go on a 30 days rolling

contract or as per existing contract terms. To proceed click the Next: Confirmation button

2.3.2 Hosting Orders

Using the MacquarieView portal Macquarie Telecom hosting customers can order online a wide range

of new services, changes to existing services as well as add features to existing products. These order

types focus on the simple day-to-day actions that need to be executed quickly.

Online orders use step-by-step wizards to take users through the various technical, pricing and

scheduling stages related to progressing the request. These steps even allow multiple requests to be

included in the one order so they are executed at the same time. The online orders then pass to the

Macquarie ‘Online Provisioning Team’ where a qualified engineer will call within 15 minutes of you

placing the order. The engineer will confirm the details of your request, perform a standard quality

control process to limit any impact that might be caused and then perform and test your request. Once

submitted, you can track the status by going to Orders>View Orders.

Figure 10: Hosting orders are simple through a single click

http://www.mspl.macquarie.net.au/MCTPricing/UserForms/frmlogon.aspx



Figure 11: Making it easy for you - our wizards help you with the process

Figure 12: Submission with control

2.3.2.1 Enhancing Products & Value Add Services

Value Added Services (VAS) can be added directly to a product by simply going onto the details tab,

selecting the required service and clicking on the feature you require activated. This will launch an

order wizard to allow you to complete the order for submission and deployment.

Figure 13: Need to reduce risk or add capacity - easily add complementary services

Figure 14: Further options are available to customise your Value Add Service



Figure 15: All major options are available to cover your operational requirements

Figure 16: Easy to implement, but if you need advice speak to an engineer

2.3.2.2 Changing an Existing Service

On the Product View page you can action a task on a specific service by selecting the drop-down

Action menu on the right of the screen. The Actions menu is content specific which means the

available items depend on the element selected.

2.3.2.3 Create a New Virtual Server

To create a new virtual server click on Order a Virtual Machine.

There are three options to choose from:

1. From our library. This enables you to use a series of templates as a guide (i.e. a Windows

productions server or a Linux Development server).

2. From your library. This will bring up a list of your current servers so you can copy their

configuration.

3. From scratch. Here you can create a virtual server with no assistance.



The default option is to create a virtual server from our library. This requires you to identify the purpose

of the virtual machine: is it for production or testing/development? Type of platform: Windows or

Linux? What is the performance of the machine?

A slider will help you determine the size of CPU and RAM. This is done by simply selecting the S

(small), M (medium) or L (large). Once this is completed click on Next: Configuration then follow the

online wizard to complete the order.

2.3.3 Data & Network Ordering

2.3.3.1 Order a New Data Service

As a Macquarie Telecom customer you are able to order new data services online in MacquarieView.

Place an order and we will complete the review, make contact to finalise the details and start

provisioning the service.

1. Initiate the order: Order a Service > Network > Order a New Service

2. Enter details:

Type in the address (there is predictive search)

Phone number is optional

What best describes your site? (defaults to other)

The ‘Select new’ radio button will require the technology type selection and service speed to be

captured

The number of channels is only required for Voice Ready IP VPN

3. Copy site option (Reuse existing):

Want the same technology you already have at an existing site to be copied for the new

address? Click on ‘Reuse existing’ and choose an existing site and we will check if we can

provide the same technology at the new address.

Select from the existing addresses. Use the search filter to reduce the list size



4. Qualify, Retrieve and Package:

The below will appear while the address is being qualified and we build the available technology

packages for selection.

5. Choose your technology:

The technology options will be provided on screen.

The speed can be changed within the technology.

The max speed filter can be selected and the value added services can be be turned on and off

in the left hand pane.

Click on Order.

6. Scheduling:

From the next screen you can select your order contact, Delivery Type (Regular/Accelerated)

and this will show you the estimated completion date.



7. Enter Technical Details:

Do you have additional technical information you can provide to assist with the provisioning of

the order? Click on the “Enter Technical Details” button on the order confirmation pop-up or

from the order review page to provide billing details, request a new PSTN or provide additional

network and DSL information.

8. Who to contact?

Once your order has been submitted you will receive an order acknowledgement and

acceptance from the Macquarie Telecom team member who will be managing your order. You

can also check the details of who to contact by logging back into the Orders screen and

selecting your order – Contact Details will be on the right of the screen.

If you are unsure of this process or require further training please contact the Macquarie

Telecom Customer Service Trainers (Help > Training Request) or contact your Service

Delivery Manager or Account Executive for further details or to schedule a time for us to attend

an onsite demonstration.



2.3.3.2 Change a Data Service

You are able to make the following changes via MacquarieView to your Data services via the ‘Order a

Service’ tab.

Figure 17: List of options available to order online

You can also take some additional actions by selecting a service on your Service Inventory page and

clicking on Actions. It will show you a list of available actions and Value Add services; examples of

these below.

Figure 18: Additional Value Add Services available by clicking Actions



2.3.3.3 Relocate your Data Service

You are able to request a relocation of your existing Data services via the online tool. Please note that

if you require an ADSL link to be relocated and there is no existing PSTN at the site you will need to

have a new PSTN line installed. You can request this on the final Add Technical Details page and our

Provisioner will order the line for you.

Figure 19: On selection of Relocate My Service a wizard will initiate

You will then be taken to the online wizard and asked to provide address details. This will take you

through the same steps as the above Data Ordering screenshots.

Figure 20: Your current services will be displayed - select the one you want to relocate



2.3.4 Voice Ordering

You are able to request multiple options for your Voice Services as listed below:

Figure 21: Full control of your voice service requirements

Change My Service: Should be used when you want to add or remove any features

(barring/diversions) to your existing services

Relocate My Service: Please note that Relocations are usually only possible for ISDN services.

If you are moving to a new site and require PSTN lines please raise an order for new PSTN

services (PSTN can only be relocated where the new and old sites go through the same local

exchange)

New PSTN: for ordering single or multiple analogue lines

New ISDN: for ordering single or multiple digital lines with 10/20/30 channels and 100 number

ranges

Redirect Voice Services: You are able to request a planned diversion of your voice lines via an

online CHANGE order. For EMERGENCY diversions, these can be done via the HUB team on

1800 789 999; however, these diversions only remain for a limited period of time

For pricing of ordering Voice services, please refer to the

Macquarie Standard Pricing List (refer section 2.3.1 Order

Pricing)



2.4 Order Submission

All orders require a site contact and scheduling dates. You can choose to add your order to another

existing order if required.

Order Confirmation: From here you can choose your own name or reference for the order; you can

add to an existing order and this will show you the cost. You can also save the order as a Draft in this

page.

Figure 22: Submit or save your order as a draft

Order Deployment: The Nominated Customer Contact field will be the person the engineer will

contact regarding the order. This needs to be an existing Contact within your account so if they are not

listed, save the order as a Draft and then go to Settings > Manage Contacts to create the new

contact

Figure 23: Select your nominated contact within your organisation

Select when you want this deployed to your environment. If you choose to schedule the deployment to

a later date than the Standard Lead Times provided a calendar will appear enabling you to select a

date and time. Click Submit to continue and complete your order. You will be provided with an order

reference.

Figure 24: Select the date you want to deploy



2.5 Order Tracking

To track your orders online go to Orders > View/Create Orders > Select the service type. Open

orders will appear automatically. You can also search for historical orders by reference or date.

Figure 25: Current and historic orders

We also provide you with the contact details of the Project Manager (PM) or Provisioner who is

managing your order so that you are able to speak with them directly regarding updates or changes.

Figure 26: Order and Macquarie Telecom contact details

If you saved your order as a Draft you can select it from the list and you will see the below screen.This

will allow you to Submit the order.

Figure 27: Submit your draft order or delete



2.6 Billing

Keeping your costs under control is critical to the success of your business. Macquarie Telecom has a

long history of listening to customers describe the challenges of cost management and solving these

with one of the most advanced and customisable billing engines in the industry. All voice, data, hosting

and mobiles charges come through the same system and can be separated per product or entire

department allocations can be performed. From importing and allocating your internal cost centre

numbers into the bill, assigning spend alerts on various products and variable costs to multiple bill

formats with cost trending and analysis Macquarie Telecom has the answer for your cost management

problems.

Figure 28: Bill and cost management made easy

Figure 29: Our billing system provides you with macro and micro level information, coupled with full cost centre

control



2.6.1 Bill Analysis Tool

You can download your raw billing data for the previous 12 months. You can then load into your own

data analysis tool. Alternatively you can download our billing analysis tool which will enable you to

identify month to month trends (Billing > Bill Analysis Reporting).

Figure 30: Full reporting is provided

We have provided an online guide on how to download and use this tool. You can find this in

MacquarieView under Help > Billing > Bill Analysis Reporting.

2.6.2 Manage your Bill Structure

You can download a template directly from our Billing page that can be amended and uploaded to do

any bulk changes to your Service Descriptions, Sites and/or Cost Centres by clicking on Billing >

Maintain Bill Structure.

Figure 31: Customise your billing so you see the important information first

To guide you in structuring your Macquarie bills sample bill structures have been made available.

Please contact your Service Delivery Manager or dedicated Management Tools Trainer for further

information.

For more information and instructions on how to use this tool please go to Help > Billing > Bill

Structure.



2.6.3 How to Restructure a Bill

Step Description

1 Log into MacquarieView

2 Go to the Billing Menu option

3 Select Bill Structure

4 Select account (if there is more than one)

5 The screen will open to display the Workspace tab

6 Select the template type (complete or simple)

7 Click the generate button

8 A case number will appear below

9 Either await the auto page refresh or click the Refresh button to receive an updated status of system processing

10 A new message will be displayed that a file is ready for download

11 Click the Download Template button

12 Select open or save to save the file to a location of your choice

13 Within the template file you can update the columns labelled new if required e.g. new site description

14 Update the new cost centre description & new service description

15 Edit the fields as required

16 Save the file

17 To upload the file click browse & select the file then click upload

18 The system will validate the changes being made and will update the status within workspace page

19 Once successfully submitted an email will be sent to the user with the case number submitted

20 When the restructure is complete, the user will receive an update via email with a copy of the updated bill structure as an attachment

2.6.4 Tips for Restructure

When doing a complex restructure only upload the services you wish to change. On the Excel

sheet you can delete the rows that do not require any change before upload. Do not delete any

columns within the file as validation will be unsuccessful as the template format has been

altered. To assist shading has been used to highlight columns that should not be changed.

Cases submitted successfully on or before the 3rd last working day of the calendar month will

be effective on the same bill month. Standard file processing will be completed within 72 hours

of successful file submission.

Large accounts can take a while to load, validate and process. Please be patient and await the

auto page refresh or click the refresh button for updated statuses.

Mobile services will not be processed by this interface and will continue to only be available via

FleetView.

Cases submitted successfully online will be processed and confirmed via email once system

processing has been completed.

Only Excel files will be accepted for online submissions.

A successful online submission cannot be cancelled once within the status "Validation

Successful, Restructure in Progress".

Disabled buttons will appear as a mixed grey/blue button, enabled buttons will appear as a blue

button.

A unique file name must be used for all file uploads to ensure data integrity.



The following characters should not be used: $ ) ( : _ + % * ? [ ] > ; = < } ^ { | @ # ! ~ ` -- ".

Please correct your entries within your template file prior to upload.

New sites & cost centres can be created by simply typing a new name within the destination site

and/or cost centre fields within your template.

Service description cannot be more than 40 characters.

The service number cannot be blank.

New site name cannot be more than 40 characters.

A cost centre cannot be more than 50 characters.

2.6.5 Bill Restructure Error Handling

If your file upload is unsuccessful an error message and/or a download file will become available for

your review. By simply clicking the download error file button you will be able to download error details

relating to the file upload. The file contains an additional column within the next available column

within the upload file displaying a specific error description against the row affected. Review the errors

and then reopen the original upload file again and correct as appropriate. Once completed save and

rename the file to be unique. For additional details please refer to the FAQ URL below and select Bill

Structure.

http://info.macquarieview.com/support/billing-faq.aspx

2.7 Managing your Company Contacts & Management Tools

Users

We require specific details of staff within your organisation that will be interacting with Macquarie

Telecom. Changes or updates to your staff contact details should be managed by you. For each

contact type more than one contact can be specified in MacquarieView.

2.7.1 Managing your Contacts

To add new members of your staff to the system you first need to add them as a contact. As an

administrator you will be required to ensure contacts are current and active. These include site

contacts for installations or faults. Go to Settings > Manage Contacts.

Figure 32: Your team changes and our tools with it

http://info.macquarieview.com/support/billing-faq.aspx



2.7.2 Managing your Management Tools Users

Once you have added someone as a contact you can create a user ID for MacquarieView. You will be

able to select what levels of access the user has and how and when they should be contacted. Go to

Settings > Manage Users.

Figure 33: Make sure the right people can access the right information

From the next screen let us know if they are to be a User or Administrator (with more rights). The list of

contacts will appear and you can select the contact you want to give access to.

Figure 34: You ensure user details are correct

The next stage allows you to specify what access each user has depending on their role (defined by

you).



Figure 35: You decide the level of access

2.8 Managing your Company Notifications

To ensure Macquarie Telecom contacts the right people for incidents, planned works etc. you need to

advise us of the right people for each function and each LOB. This ensures that we are

communicating issues to the right people and can assist in expediting the resolution of faults.

From the Manage Notifications screen you are able to add your contacts by order of priority. See the

below instructions on how to do this. You can add up to 5 individuals for us to contact.

If you do not populate this information there may be delays in

resolving issues as we often need to speak to someone to

confirm information and conduct troubleshooting. We rely on

you to keep this information current and correct.



Figure 36: Manage who you want notified in an event

Figure 37: Up to five people will be notified as designated by you



2.9 Managing your Personal Notifications

To ensure your team are receiving the right notifications you should ensure each user or contact has

been set up with the relevant Notification Preferences.

You can check and set these under the Settings > Manage Contacts tab by searching for a specific

contact. When you click into the contact details screen you will be able to select Notification

Preferences. From here each individual can let us know how and when they would like to be contacted

for specific settings.

Figure 38: Manage how you get notified for each type of service

2.10 Fault Management - Raising and Tracking Tickets

Macquarie Telecom prides itself on Personal Accountable Service via the MacquarieHUB, Hosting

Management Centre (HMC) and our Customer and Account staff. Each request or issue raised with

Macquarie directly is also tracked online and saved for later review. Tickets can be raised entirely

online without the need for phone or email contact and are managed with the exact same Personal

Accountable Service.

You can also raise tickets by calling the teams directly on 1800 789 999 and then track your ticket via

MacquarieView.

Figure 39: Raising a ticket online



Figure 40: Full ticket management and tracking

FOR SUPPORT – PHONE MACQUARIEHUB

Within Australia: 1800 789 999

Outside Australia: +800 789 999 99

The ‘+’ sign is replaced by the access code for the country from

which you are calling, for example you would dial 001 800 789

999 99 from the USA or 00 800 789 99 99 from the UK.

If the international free call number is not available, please use +61 2 8098 4401



3. FLEETVIEW - MOBILE FLEET MANAGEMENT

3.1 What is FleetView?

FleetView is a unique, online telecommunications management tool that can be used to manage your

fleet of Mobile products with Macquarie Telecom. With FleetView you can view a variety of reports on

your fleet, create group profiles to customise spend limits and then assign users to those group

profiles. You can also order mobile hardware online via the Online Shop.

3.2 What can I do in FleetView?

Manage your Mobile users’ details & settings

Manage your fleet profiles: Add/delete/change your fleet profiles

Manage your cost centres

Reporting: how to run, export and schedule

Order new handsets and accessories

Order new SIMs or numbers, port numbers across, change carrier

For a complete Administrator and User guide on the FleetView Mobile Management tool please log

into MacquarieView and go to Help > What’s New > FleetView II launch 30 March 2015 or go to the

link http://www.macquarietelecom.com/why-mt/management-tools/introducing-fleetview-2/ .

http://www.macquarietelecom.com/why-mt/management-tools/introducing-fleetview-2/



4. INVIEW - NETWORK & HOSTING MANAGEMENT

For ordering and tracking new services, refer to 2.3 Order

Management, 2.4 Order Submission and 2.5 Order Tracking.

Maximising performance and minimising cost is a key use of MacquarieView. Ensuring the technology

platform provides the necessary performance for the applications and users are key tasks of a

Network or IT Administrator. However, developing internal tools to provide this information is

troublesome and costly and typically most telecommunications providers do not allow access to the

core network information. Macquarie sees this data as customer data and provides a specific

component attached to MacquarieView called ‘InView’ to access it.

4.1 Status Management

The status dashboard is configurable by product, by name or solutions that are designed by yourself.

This alone can replace internal dashboard tools performing a similar function.

Figure 41: Your network health on a single pane

4.2 Threshold and Alert Management

Performance issues can be difficult to diagnose and crippling to an organisation. Not everyone can

check graphs every day; the ability to set alert thresholds on parameters is key to a well-controlled

environment. Users expect the same performance day after day. Using the graph capability to predict

issues or simply setting an alert level give the IT department the ability to ensure performance is

stable, yet maximised for low cost.

Figure 42: You set when you want to be notified of capacity constraints or over usage



4.3 Performance Management

Maximising performance means ensuring that you have enough resources and that they are being

used. Having this information available over hours, days, weeks and months means that costs can be

allocated where it is needed from where it is not.

Performance Management can also assist in trouble shooting. Overutilised resources lead to slower

response time and a poor user experience.

Figure 43: Detailed reporting of your resources

4.4 Router Application Reporting (NBAR)

One of the most challenging tasks for a network administrator is to determine who and what is using

the network. Many tools and reports can show that a network is being used to ‘98%’ capacity but

cannot what is actually causing that traffic. Macquarie looks specifically at two critical points in the

network: at the routers and at the internet gateway. Using industry standard protocols, this can provide

some insight into what specific applications are creating the most traffic on the network.

NBAR is available on Macquarie Managed CISCO Routers.

Figure 44: View usage by protocol - you need to know what your infrastructure is being used for



4.5 Internet Flow Reporting

Using netflow data from the Macquarie gateway routers this provides a detailed breakdown on the IP

addresses and protocols that are using the internet. Reporting by TOP 10 IPs in and out can

determine which end points use the most traffic.

Figure 45: The top IP addresses being used

The same graph but this time showing the TOP 10 Protocols. This confirms what type of traffic is using

the internet service. If your business is web, then HTTP/HTTPS should be the highest consumer at

this point.

Figure 46: What protocols are being consumed through your internet service



4.6 WAN Diagnostics

Managing a large number or sites/routers can be a challenge if every device needs to be queried for

the information. The Macquarie ‘WAN Health’ features in MacquarieView allow a single view covering

all sites provided by Macquarie Managed Network. This single view covers the status, performance

and detailed analysis and diagnostics to cover the network functions. On top of this MacquarieView

even brings site router configurations to the screen. To find this feature look under Self Service >

Network > InView Reports to access InView. The options are available under Network > WAN

Diagnostics.

Figure 47: Detailed WAN health and testing

Figure 48: You can go even granular to the individual service and router



4.7 MPLS & QoS Reporting

A well performing MPLS/QoS network ensures that your entire WAN Network is operating at its peak

efficiency and is managing the application priorities within your business. When it is not operating well

or problems arise detailed information is needed on performance. This is not just up/down and

throughput but the performance of each application queue. MacquarieView has a number of metrics

and reports to help access this information.

Figure 49: Full management of your QoS makes sure your applications work efficiently

Figure 50: Full reporting allows you to effectively analyse any application performance issues



4.8 Monthly Performance Reports (CIO Report)

You can download a monthly performance report for your WAN network and hosting environments.

You need to select the CIO Report button on the left and then you can select either PDF or Word format

to download your report. You can sort by date created on the right:

Figure 51: Ideal CIO reporting showing the high level performance of your network

This report highlights the following areas and forms part of your operational reviews with your Service

Delivery Manager or Account Executive:

WAN Health

Data Performance

Application Performance

Hosting Services

Internet Reporting

Backup Data

Tickets

Orders

Patches

4.9 Patch Scheduling

Once a month Macquarie Telecom will analyse and test the available patches (for both Windows and

Linux servers) and then release them to the customer base. At this point you should receive an email

advising that patches are available on MacquarieView.

4.9.1 Using the Web Patching Portal

1. Log in to MacquarieView.

2. Choose Self Service > Hosting > Server Patching from the menu. (NOTE: if you are not set

up to be a patching administrator you will get a permission error).



Figure 52: Manage your own patching of your servers

3. A list of servers will appear. Indicate which servers need to be patched.

Figure 53: Only patch those machines you want to

Key

A: Approver’s name is the patching administrator who is completing the task.

B: Patches are grouped per month; only the current month can be patched. Check the Patch

advice period is correct. Note previous months’ patches can be viewed and are read only.

They are only there for historical view i.e. what was patched last month and what were the

results.

C: Select which server to patch.

4. If you want the latest patches applied to all servers tick all new patches on all

Windows/Linux servers check box. This will place a tick against every server.

5. If you only want to patch selected servers individually tick each check box.

D: In the Window of Operation From column choose what date and time to deploy the patch.

E: Status will indicate the current status. There are four status types:

Status Type Description

Pending Approval Waiting to be selected

Submitted Patches for that server will be deployed at the requested date and time

Applied Patches for that server have been deployed successfully

Failure At least one of the patches for that server has failed



4.9.2 Viewing a List of Patches

To see a full list of patches that are available to a particular server the patch administrator clicks

anywhere on the line for that server (on the above screen).

Next to each patch are a brief description and the current status (see table above). If more information

about the patch is required click on the hyperlink in the Patch Name column to be directed to the

vendor’s knowledge base.

Each patch can be individually de-selected by removing the tick in the check box. Once satisfied with

the selections click the SUBMIT THIS SERVER button to complete. The patches will be run at the

requested date and time.

Figure 54: Complete list of previous patches implemented

4.10 Patch Application

When patching via the portal please anticipate that your server may reboot. This will be based on the

requirements of the patches selected.

We will not send individual notifications of the patching process, however, at the end of each day, an

email containing the results of the day’s activities will be sent to the patching administrator. If no

servers were selected no email will be sent. The email will contain a list of servers and feedback to the

success of the patching cycle.

The statuses of the patches are also viewable on MacquarieView and in your servers’ event/software

installation logs.

On the off chance of a fault (e.g. if the server reboots and fails to recover) Macquarie Telecom will be

notified via an open incident ticket which will automatically be generated through the process.

For more information on the Patching Portal and how to set

these up please request a copy of the User Guide ‘Web

Patching Portal’ from your SDM or Account Executive



4.11 Website Monitoring

Website Monitoring allows you to monitor the performance including response time and availability of

up to 10 URLs per service. This section will cover three key areas:

Ordering a new website monitoring service

Accessing an existing website monitoring service

Upgrade your existing website monitoring service

To order a new Website Monitoring service

1. Log into MacquarieView and from the main menu select Self Service Hosting > Website

Monitoring

Figure 55: Website Monitoring under Hosting Self-Service

2. The website monitoring configuration screen will appear for the data to be captured.

Figure 56: Website Monitoring - Configuration

3. Enter billing details where new service is to appear on the customer invoice.

Figure 57: Website Monitoring - Details

Enter a valid description and select the InView level required and maximum number of URLs



4. Order confirmation will appear. At this stage you can either deploy and submit your order or

save as a draft to submit later.

Figure 58: Website Monitoring - Confirmation

For existing website monitoring customers, this can be accessed as per below

1. Log into MacquarieView and from the main menu select Self Service Hosting > Website

Monitoring.

Figure 59: Website Monitoring under Hosting Self-Service

2. For multiple services choose the service ID to modify/view.

Figure 60: Website Monitoring – Active Services



3. Monitor selected website performance.

Figure 61: Website Monitoring – Overview

4. Performance shows the page load time in ms for the date range selected.

Figure 62: Website Monitoring – Performance

Edit/delete existing website information

Add new website

Monitor response time over the last 24 hours in comparison to the previous week and month



5. Select Timeline to view a filmstrip image of the site render timeline and HTTP archive.

Figure 63: Website Monitoring – Timeline

6. Thresholds can be set to alert on the ms response time and failure time.

Figure 64: Website Monitoring – Thresholds



To upgrade your existing Website Monitoring number of URLs via the Service

Inventory homepage

1. From the MacquarieView home page select Hosting> Website Monitoring>upgrade URLs.

Figure 65: Website Monitoring – Upgrade maximum number of URLs

2. Enter maximum number of URLs required.

Figure 66: Website Monitoring – Upgrade maximum number of URLs - Configuration

3. Click on Next: Confirmation.

4. Save Draft or Deploy and submit the order.

Select Hosting

Upgrade maximum number of URLs

Enter Service description

Choose maximum URLs

MACQUARIETELECOM.COM

Sydney

Level 20

2 Market Street

Sydney NSW 2000

T (02) 8221 7777

F (02) 8221 7788

Melbourne

Level 1

441 St Kilda Road

Melbourne VIC 3004

T (03) 9206 6800

F (03) 9206 6888

Brisbane

Level 15

127 Creek Street

Brisbane QLD 4000

T (07) 3874 2300

F (07) 3874 2388

Perth

Level 10

251 Adelaide Terrace

Perth WA 6000

T (08) 9229 0000

F (08) 9229 0088

Adelaide

Level 5, Adelaide City Central

121 King William Street

Adelaide SA 5000

T (08) 8423 4446

F (08) 8363 9788

Hobart

49A Davey Street

Hobart TAS 7000

T (03) 6214 0000

F (03) 6214 0088

Canberra

Level 7

54 Marcus Clarke Street

Canberra ACT 6277

T (02) 6257 6277

F (02) 6257 7188

Intellicentre

Level 16

477 Pitt Street

Sydney NSW 2000

T 1800 789 999

F (02) 8204 5188

Intellicentre 2

17 – 23 Talavera Road

Macquarie Park NSW 2113

T (02) 8221 7256

F (02) 8221 7256

Toll Free Numbers

T 1800 676 272

F 1800 676 373

Documents

MACQUARIE TELECOM MANAGEMENT TOOLS USER GUIDEinfo.macquarieview.com/.../management-tools-user-guide.pdf · 2015. 9. 22. · Inbound Voice Reporting The Inbound Voice Reporting tool