How do you troubleshoot UCaaS problems? Put a ThousandEyes on it


Cisco Live kicked off this week in Las Vegas. The annual event is where Cisco shows off its latest and greatest innovations, such as the intent-based networking system Cisco announced last week.

However, it’s also a forum for many of Cisco’s technology partners to show off their wares in the World of Solutions Expo Hall. One of the more interesting vendors there was ThousandEyes, which demonstrated their network monitoring solution, as well as their new Unified Communications monitoring and management capabilities that provide visibility into the performance and connectivity across Unified Communications as a Service (UCaaS), on premises and hybrid VoIP deployments. 

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While there are many management tools that can look at UC performance when the solution is in a controlled, on-premises deployment, ThousandEyes’ solution is one of the first to provide visibility all the way out to the cloud services and for hybrid deployments. It was actually last week that the company announced the general availability of Voice Call Tests and Session Initiation Protocol (SIP) Server Tests, which provide end-to-end visibility into VoIP and UCaaS performance, and the company had the software products on display in their booth at Cisco Live. 

In the time-division multiplexing (TDM) days, voice ran on its own network with dedicated endpoints, making troubleshooting straightforward. Today, modern systems run on virtual machines, clients move around and the network is shared, which makes problem solving extremely difficult. Add in the factor of moving the call control out to the cloud where most organizations have no visibility or control, and the challenge of figuring out what’s wrong and where gets exponentially harder. 

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