Reduce your problem management costs with Spearline's Voice Assure RealTime.

Spearline’s Voice Assure - RealTime is a favorite tool for resolver teams.
On Tuesday 15 September 2020 by Michael Palmer


Something has gone wrong!

Managing telecommunications networks, call routing and dial plans can be challenging. Add numerous sites, multiple products, agent skill sets, and various carrier partners in the mix, things may begin to get "fragile" at times. Fortunately, Spearline Voice Assure - RealTime delivers fantastic value in this complex space.
 

Network engineering teams around the world have shared experiences that become legendary. Either in response to a reported issue or failure or as an unintended outcome of some change control action, engineering talents roll up their sleeves and chase problems.  The chase might go on through the night or across a weekend with teams putting in herculean effort to ensure business continuity. The chase might go on for several weeks with an intermittent problem requiring complex experiments and traps, constantly delaying the process. The problem-solving professionals often say “the problem was fixed in a couple of minutes, but it took forever to find the problem!”. 

 

Services are expected to be robust, consistent, and reliable.  However, networks evolve as businesses grow and carrier partners implement new technologies. Change is ever-present, and where there is change, there is potential for error - in planning or in execution. Things mysteriously go wrong such as: 

 

  • An Irish toll-free number connects to a french network message prompt when dialed
  • Dead air is encountered on off-net delivery of Warsaw toll traffic
  • One in four dials to a USA toll-free results in a fast-busy tone
  • A New York toll number successfully connects, but rather than terminating at the contact center, it is landing at a private residence
  • CLI-based call-routing is failing for all numbers in Austria and Germany
  • Call delivery to the Utah contact center seems to be working fine, but not to the UK site

 

When faced with challenges like these, problem solvers work diligently like crime scene investigators, gathering facts, and preserving evidence. Time is a critical factor as network logs can, and do, “roll”, potentially destroying vital event information which might point to root-cause.

 

The inherent challenge in managing voice traffic is that a network team can manage its network, but a customer will phone, or will receive a call, from their own network. Circumstances get more complicated perhaps in international calling where calls transit multiple regulatory environments, and where a carrier may route a call through its own partnership arrangements so that many parties can be involved in call delivery, or in problem-solving in the event of call failure.

 

New call-to-action

 

Spearline’s Voice Assure - RealTime is a favorite tool for resolver teams. The Spearline network enables a call to be made from within the country of interest. This is critical not only because many international toll-free services can only be dialed from in-country, but also because any generated call will take the path a genuine customer call might. Spearline allows teams to re-create a fault, generating not only critical CDRs, but also an event recording to capture audio quality, tones, and prompts encountered from network or IVR. Spearline allows teams to verify, in real time, call connection, call quality, DTMF transmission, and CLI presentation. Giving you peace of mind that your numbers are working as they should be.

 

To make an outstanding tool even better, Spearline has taken RealTime to a new level by introducing online registration and activation. The self-service option allows businesses to experience the power of Voice Assure - RealTime at any time of day, any day of the week, through a simple and secure online transaction.

 

Spearline helps you keep your customer satisfaction high by speeding up issue resolution time. Reduce your problem management costs and ensure your engineering talent is focused on proactive project work.  Sign up here today to test your business-critical numbers.

 

Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services. Spearline is cloud based , which means no physical infrastructure is required at your end, and provides worldwide coverage with a presence in over 70 countries.To find more about the range of test types we have available that can monitor your numbers for connectivity and audio quality, please check out our test types page.

 

Find out more 

Should you have any questions with regards to Voice Assure RealTime, please do not hesitate to contact your Spearline Customer Engagement Manager. Alternatively, please contact our 24/7 support team by email support@spearline.com, or phone +353 28 51460. Read more about the features and benefits of Voice Assure and Voice Assure Realtime here.

 

New to Spearline?

Spearline is the leading network intelligence company in the telecommunications industry. Our platform enables enterprises and telecommunications service providers to test connectivity and quality on global telecoms networks, testing automatically at volume. If you are interested in benefiting from our platform, please get in touch with us.

 

Customer Contact Central