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ImonitorIT

 Monitoring Service

IVR / Customer Service Lines / Contact Center / Auto Attendant Monitoring

We validate the “points of failure” for the entire call.
We make sure the call has been delivered successfully, we detect: Busy Signals, Ring No Answer, "All Circuits are Busy" message.
Using cutting edge speech recognition technologies, we then validate the proper greeting is spoken.
We then can customize validations to meet your business needs... we can conduct transactions to ensure your back end systems are working as expected.

SMS Text Application Monitoring

We validate the “points of failure” for the entire transaction.
We make sure the SMS short code message was delivered successfully.
We can conduct transactions (ie. Balance information) to validate your backend processing is working as expected.
We then can customize validations to meet your business needs... we can conduct transactions to ensure your back end systems are working as expected.

Fax Monitoring

We validate the “points of failure” for the entire call.
We make sure the call has been delivered successfully, we detect: Busy Signals, Ring No Answer, "All Circuits are Busy" message.
We validate that a “hand shake” can occur with the receiving fax machine.

Alerts sent to your support staff!

iMonitorIT can provide the following alert types:
1. Email Alerts – Alerts can be sent to individual email addresses (up to 10) or to an email group.
2. SMS Text Alerts – Text alerts can be sent directly to your cell phone.
3. Phone Call Alerts – Automated phone calls will be made to the phone numbers provided. You can define up to 5 phone numbers to be called (Toll charges may apply).
4. SNMP Trap Alerts – Can be sent, if your network and firewalls are configured to accept our alerts.
5. HipChat Alerts - Alerts sent directly to your support room. For details click here

No false alerts

iMonitorIT will test 3 times (intervals) before an alert is sent. For example: Call is made and we detect a “Busy” event. Immediately another call is made, if that call detects a negative event, then a third call is made, if that call detects a negative event… then the alert is sent. This value can be changed upon request. In addition, each interval will use a different carrier which will rule out issues with specific providers.

Alert Escalation feature

We can send alerts to different recipients depending on length of the outage or issue detected.

Return To Normal Alerts

You will receive a “Return To Normal” alert for the first successful validation after an alert has been sent. Providing you the duration length of the outage.

Alert Suppression feature

iMonitorIT has the feature to suppress alerts after a specific number of consecutive alerts have been sent. This feature is helpful to suppress alerts during an outage that your support are trying to resolve, this way your support staff will not be inundated with alerts. Typically the default is 3, but this can be changed to any value.

Reporting

Our service can automatically send you “detail” or “summary” reports at your desired frequency (daily, weekly, monthly). AdHoc reports are available on request.

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