BoxTone trainingx - Product-Review-Guru.com

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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: