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How it works - CBV Managed VoIP

Proactive vs. Reactive: The management and monitoring platform we have deployed is designed for businesses that want to take control of their network infrastructure. This allows for improved performance, availability and security – while reducing the cost of the network.

Our monitoring platform is a comprehensive set of tools designed to deploy, maintain and manage your network and your ISP. Some of the features include proactive monitoring of network uptime and SLA-related statistics (such as QoS). The Network Operations Center (NOC) utilizes the platform to monitor any changes in the network by polling your router every 90 seconds.

The system responds to built-in alarms. This ensures the affected site(s) are contacted within 15 minutes of any network / QoS issue and troubleshooting is initiated. Our proprietary system triggers on (but is not limited to) system events, such as:

  • Latency spikes
  • Interface restarts by the ISP
  • Packet loss
  • Jitter – MOS Scoring*
  • Down Circuits

TROUBLE TICKET SYSTEM

Transparency / Communication

Our NOC partners have created a custom online ticketing platform designed to focus on TTR (time to resolution). The automated ticketing system is designed to provide updates to all parties involved in the outage and complete transparency into the troubleshooting process.

The Trouble Ticket System (TTS) supports synchronous interactions between the NOC support team, the customers help desk and the ISP. The system allows the client to enter tickets into systems for real-time communication between the NOC engineers and the client. Updates are provided via email and/or SMS text automatically every 15 to 30 minutes. The system is designed to provide better resolution times and keep all parties up to date as we work to quickly resolve the network-related issue(s).

The result of all this effort and automation is that CBV can now provide a complete “turnkey” managed solution for our customers. We can handle your VoIP QoS experience as well as any ISP trouble-resolution issues, eliminating finger pointing or blame and wasted time on non-related troubleshooting.

The result of all this effort and automation is that CBV can now provide a complete “turnkey” managed solution for our customers. We can handle your VoIP QoS experience as well as any ISP trouble-resolution issues, eliminating finger pointing or blame and wasted time on non-related troubleshooting.

Finally, 100% visibility and control for simplified net-
work management and resolution of ISP issues from one source – Chicago Business VoIP!

*Mean opinion score (MOS) is a test that has been used for decades in telephony networks to obtain the human user’s view of the quality of the network.

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