1. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Introduction ReliaTel ® Operator Training Introduction Release 4.6.0 1 Training - Version 1.0

2. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Introduction Instructor Bassam Khoury Professional Services Manager bak@tonesoft.com +1-714-507-2343 2

3. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Introduction Overview of ReliaTel What ReliaTel does for your business Fault Management Monitors telephony and computer-based services Increases visibility and responsiveness to outages Performance Management Examples include trunk usage, busy hour reports etc. Use of automation and utilities to resolve alarms Able to fix the problem before the symptom presents itself Typical business implementations Internal support infrastructure Internal IT monitoring - PBXs and other devices MSP Your organization monitors systems on behalf of customers MSP + ASP Customers get their own monitoring solution 3

4. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Introduction 4 ReliaTel Technology Interoperability

5. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Introduction ReliaTel Terminology DAP – Data Acquisition Point Channels – A connection path to a physical device or host Entity – An object in ReliaTel; defined for monitoring a physical device or host Center – A logical grouping of entities, usually by type or physical location Access – A utility for accessing the console of an entity Pattern – Criteria for collecting data ( messages / alarms) 5

6. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Introduction ReliaTel Architecture Provides multiple connectivity options for monitored devices: Telnet SSH Dial-up SNMP Serial RS-232 Syslog AXL WMI Many others 6

7. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Introduction ReliaTel Architecture - continued Using DAPs as consolidation points Failover and redundancy Types of systems ReliaTel supports PBXs Computers Servers Appliances (e.g. Voice Recorders) Networking equipment List of currently supported devices: http://www.tonesoft.com/Support_and_Services/reliatel_foundation_kits.p hp http://www.tonesoft.com/Support_and_Services/reliatel_foundation_kits.p hp 7

8. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Introduction ReliaTel Data Flow 8

9. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Introduction Logging into ReliaTel ReliaTel accessed from a Web interface Supported Web Browsers: Internet Explorer 8 & 9 Mozilla Firefox 17 (Subsequent versions can be used but are not certified) Other Client Applications Adobe Flash 11.1, 11.2 Java 1.6 URL for logging in https:// :8443/ems Enter your assigned user ID and password Change your password after your first log in 9

10. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Introduction Layout Elements of the Interface System Modules Monitor Alarms Performance Reporting Navigation Tree Network organizational set up Filters/Profiles Set up filtering of the navigation tree and alarm list Results Pane Infrastructure and voice quality data; reports Task Area Alarm management; alarm list customization; advanced filtering Sub modules - Monitor Alarms Map – Geographic display of network Alarm List – List of all active, acknowledged, and cleared alarms Dashboard – Set up for graphic monitors 10

11. © Copyright 2014 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Introduction Question & Comments Your questions about Operator training 11