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MCW Confidential
BoxTone training
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MCW Confidential
BoxTone
Providing additional BoxTone support
starting next week.
We will be billing BoxTone by the minute
so please ensure that you are tracking
your time correctly with the code
BoxTone
–
SPS
From BoxTone Salesforce enter their case number into the
comments section in Deltek
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MCW Confidential
BoxTone Cases
Requirements from BoxTone
Create a Salesforce case in their system
Enter specific information into every case
Troubleshooting specific issues
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MCW Confidential
BoxTone Cases
Required Fields:
Type: Problem
Problem
Patch /Upgrade Request
Enhancement Request
BoxTone Version:
Status:
Priority:
Reason for Case:
Patch Level:
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MCW Confidential
BoxTone Cases
-
Subject:
-
Must be in the following format
-
(MCW) customer name
–
summary of issue
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MCW Confidential
BoxTone Cases
Description in Salesforce must include the
following information (found in
Keepass
):
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MCW Confidential
BoxTone Cases
-
Submit:
-
Ensure all of the information has been entered
correctly, select the Submit button.
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MCW Confidential
Core Server
Application Server
Database Server
Apache Server
BES
Good Mobile Messaging
Active Sync
3LM
(Android
)
BoxTone monitors the following possible points of failure:
Mail
Server
BES
Firewall
RIM
NOC
Cellular Carrier
User’s
Device.
GMM
Firewall
Good
NOC
Cellular Carrier
Device
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MCW Confidential
BoxTone
BoxTone’s
primary function
is to perform end
-
to
-
end
monitoring of every message sent to or received from
user’s mobile devices and the health
check of
the
server connection
(BES, GMM, and ActiveSync).
Note:
For version older than 7 the ActiveSync was
not included.
BoxTone
collects metrics on message flow, including
success, failure, and performance of the messaging
systems delivering messages.
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MCW Confidential
BoxTone
The
metrics from each message are grouped by
common infrastructure,
Good
Mobile Messaging Server, BlackBerry Enterprise
Server, Carrier, and any Custom Summary Groups you’ve
created.
Mini summaries are calculated every three minutes
and data is compared to administrator
-
defined
thresholds to determine user, BES, mail server, and
carrier state.
In the event a threshold is exceeded an object’s state
will change and a notification sent if configured.
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MCW Confidential
BoxTone Architecture
Overview
of the
Boxtone
architecture
It is composed of 4 pieces : the core server, the app
server, the db server and the apache server
The 1
st
3 sits in the internal network and the apache
server sits in the DMZ as the gateway.
The other thing is that
Boxtone
is in constant
communication with the BES, GMM, ActiveSync and
3LM; in
-
order to get information regarding the
managed devices.
The discovery guide goes into details about what the
pre
-
requisites are and how to setup the servers and
what ports need to be opened.
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MCW Confidential
BoxTone Architecture
So with this said
Boxtone
has its own servers
and collects information in the
Boxtone
repository from other servers and displays
them collectively on the dashboards.
Not all companies are going show all the tabs
on the
dashboard.
It all depends on what they have purchased
and what they want to monitor and/or
manage.
Below is a slide that shows the data collection
process.
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MCW Confidential
BoxTone Data Collection
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MCW Confidential
BoxTone Data Collection
The Analyzer Server processes the data
collected by the Collector Server every 3
minutes and updates individual user
status based on the rules configured
within the Analyzers and thresholds.
Server Health is determined by a
combination of Service availability,
performance, and Service Errors for
BES, BES
-
Connected Mail Servers,
Cellular Carriers, GMM Servers,
Exchange Mailbox Servers and Client
Access Servers
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MCW Confidential
BoxTone Data Collection
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MCW Confidential
BoxTone System
Health
BoxTone consoles are automatically updated
with new data as it is created / analyzed and
notifications are generated depending on how
alerts are configured.
They can be setup via:
•
Email Alerts
•
Operations Dashboard
•
Handheld Console
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MCW Confidential
BoxTone System
Health
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MCW Confidential
Infrastructure and Messaging
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MCW Confidential
Infrastructure and Messaging
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MCW Confidential
Infrastructure and Messaging
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MCW Confidential
Baselining
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MCW Confidential
Baselining
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MCW Confidential
BoxTone Services
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MCW Confidential
BoxTone Services
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MCW Confidential
BoxTone Services
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MCW Confidential
BoxTone Services
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MCW Confidential
Admin Console
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MCW Confidential
Admin Console
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MCW Confidential
Admin Console
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MCW Confidential
Admin Console
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MCW Confidential
Register a Device
Demo how to access the test server
Located in
Keepass
Access to the lab
Located in
Keepass
Register a device on the MCW test server
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MCW Confidential
Troubleshooting Guide
Access the Troubleshooting guide from
Keepass
Review 2 scenarios together
Independently review the other scenarios
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MCW Confidential
BoxTone
Processes
Review the process for after hours support
Review the JOP (independently)
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MCW Confidential
MCW
Process
Please enter your time spent training on
this training and any future trainings in the
Deltek as Overhead Commercial Training:
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