"Spearline helps us monitor our call quality and makes us aware of any issues that our customers might report."
Director, Software Quality Engineering at 8X8
Whenever we ask our customers what’s the most valuable benefit that Spearline provides, of the many reasons provided, “real-time alerts” is the response we hear most often. Our global customers frequently tell us that one of the main reasons they work with us is because of the real-time alerts we provide should an issue ever arise with any of their numbers, before they become customer-impacting, regardless of where in the world the issue takes place.
Why Spearline alerts?
"Spearline alerts help us to identify potential outages quickly so we can contact carriers and affected customers right away."
Global call analytics organization
Peace of mind
Alerts prompt corrective action. This action will continuously improve the quality and reliability of your telecoms infrastructure and ultimately, your overall customer experience.
Reduce troubleshooting time
As soon as we have detected an issue with one of your tests, you will be sent an alert straight away, allowing you to make a decision in real-time on what steps are needed to fix the issue, ensuring minimal disruption to your business and customers.
Personally verified by us
Our dedicated 24/7, 365 days of the year support team will personally verify any issues that may arise using our exhaustive stress tests, before sending you the alert.
Remove any false failures
Because our support team personally verify any issues that may occur, we remove false alerts before they reach you. This means, time spent on investigating issues that don't exist, is virtually eliminated.
Customised to your specific numbers and unique business requirements
You decide on the numbers you want to set up alerts for. These could be your highest revenue-generating numbers or your high priority numbers. If you are unsure which numbers to set up alerts for, your dedicated Spearline Customer Engagement Manager will be more than happy to assist you. You can also decide on what countries you would like to test your numbers in and the frequency of the test.
Free of charge!
Spearline alerts are available at no additional cost to our customers. All you need to do is contact your dedicated Spearline Customer Engagement Manager to set up the alerts on your Spearline platform.
Types of Spearline alerts
We have a number of alert types available depending on your unique requirements and business needs.
With these alerts you can specify the following:
- The specific number or group of numbers to be alerted on.
- What fail states you would like to be alerted on. Eg. busy, silence on the line, disconnected, etc
- If you only want to be alerted on GSM, PSTN, or both.
- The snooze interval whereby after an alert has been sent, you won't get another alert on a failed number until the snooze period has expired.
- The maximum amount of alerts you would like to receive.
- If you only want to receive an alert after X amount of tests for a number that has failed.
- If you would like to be alerted by email or phone.
- Test frequencies through the number or campaign area of the platform
With follow-up alerts, you specify the following:
- How many follow-up connection tests you would like to run when a number has been marked as busy by a member of our support team.
- The snooze interval.
- The maximum number of alerts.
- How many levels of follow-up tests you would like and how many tests on each level.
- How often after a “busy” you would like to run these tests again e.g two every minute.
- If you would like to split the tests into GSM and PSTN.
- If you would like a report sent at the end of a level on the following conditions (a) any test has failed in follow-up (b) all tests have failed in followup (c) send after a follow-up has completed or (d) don't send report at all.
Quality alerts work in the same way as our fail alerts, the only difference being is that you specify a PESQ quality score threshold, and if the test is scored under this score, you will be alerted. Our support team will personally verify poor quality tests before an alert is sent and is available to alert users by phone or email.
PESQ drop alerts
The PESQ drop alert is sent when an average PESQ score for a given period of time falls below a predetermined threshold. You will have the option of setting up daily, weekly, or monthly alerts, using a custom value, the Spearline country benchmark, or the previous time period average as the threshold.
Spearline alerts are usually sent as an email, but we can leave you an automated voice message or send you an SNMP (simple network management protocol) message - the choice is yours. If you are interested in setting up any of these alerts on the Spearline platform, please contact your dedicated Customer Engagement Manager who will be happy to set them up for you.
Case study - Intrado
Hear how Intrado benefitted from Spearline alerts to proactively raise issues with their carriers and resolve them in a timely manner.
Intrado works with some of the largest organizations in the world from banks to healthcare providers, retailers to logistics companies. All these customers expect to be able to count on Intrado to deliver exceptional audio quality. Their pitch is ‘When audio clarity counts, count on us to carry the conversation.’ That’s where Spearline comes in.
Gregor Rennie, EMEA Carrier Account Manager at Intrado says:
“ Testing our services globally requires the ability to be alerted if Spearline identifies a potential issue. Intrado, as a global provider of communication and network infrastructure services, has support teams located all around the world. Having a dedicated resource to continually monitor the regular testing we undertake via Spearline would be a great strain for any company, this is where Spearline’s alerting facility becomes an absolute requirement for Intrado.
Based on a set of pre-defined criteria, we are able to inform our global support teams when a specific carrier or country’s test calls are failing. The alerts from Spearline are sent directly to the relevant support teams based in a specific time zone so further investigations can start proactively and we can work with our carriers or technical teams if required, to resolve any issues in a timely manner. This enables Intrado to remain proactive while ensuring that our resource is utilised correctly. ”
Find out more
To find out more about Spearline alerts and how your organisation can benefit, please speak to your dedicated Spearline Customer Engagement Manager, our 24/7 Support team by email email@example.com or phone +353 28 51460. Alternatively, please complete our short alerts sign up form and one of our team will reply to you as soon as possible.
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.