1. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management ReliaTel ® Operator Training Alarms List Management Release 4.6.0 1 Training - Version 1.0

2. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Management Tools Pertains to data presented in table format Examples: Alarm List Dashboard and Voice Quality modules (table formatted portlets) Performance Reporting (reports in new framework) Tools: Split-column menu Table filter Single cell filter Column rearranging User preference filters Locking the alarm state Highlighting Alarms Expanding the Alarm List window Pagination 2

3. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools – Split-Column Menu Manages order of Alarm List records and column selection 3 Sort Alarm List by column value – ascending or descending Add and remove columns by selecting or clearing check boxes Reset to default column selection

4. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools - Table Filter Enhanced filtering feature 1. Click button to open the filter. 2. Enter values; Alarm List (or any table) is filtered automatically. 4

5. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools – Table Filter (cont.) Enhanced filtering – added criteria Adding more filter layers ALL constrains your filter set ANY expands your filter set 5 Click Add Filter

6. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools – Table Filter (cont.) Saving a filter and recalling it First, create your filter, then: Recall a saved filter – open the filter and select it from the drop-down list. 6 1. Click this button. 2. Enter a name for the filter; click OK.

7. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools – Date/Time Filter Option With the appropriate column selection the additional Date/Filter can be applied 7 Column selection without Date/Time option Column selection with Date/Time option Includes Calendar to select date, hour (24 hour clock), and minute selections

8. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools – Table Filter (cont.) Other things you should know about the Table filter Not transferable - saved filters are not transferable between tables. This means a filter saved for the Alarm List will not be available for the QoS New Calls table. To delete: A layer in your filter, click the X icon adjacent to the row. A saved filter, recall the filter and click Delete. Filter counter - each new layer increments the Filter counter by one. Filter button becomes orange; whenever a filter is invoked the color of the Filter button changes to orange. Private - Saved filters are private; they cannot be shared between peer users or between a ReliaTel administrator and users. 8

9. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools – Single Cell Filter Filter an entire table by the value of a single cell Applies to the Alarm List and tables in the Metric and Voice dashboards Locate the value and right-click on the cell Select New filter by column value 9

10. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools – Single Cell Filter (cont.) End result is a filtered table Clear filter – click the Clear Filter icon Other features: Add to Current Filter Will add another filter layer to the Table filter (upper right corner of window), if the Table filter is in use Same result as selecting Add in the Table filter Clear All Filters Reverts the table to its unfiltered state Use this with the Single Cell filter and the Table filter Scope Not available for all tables; right-clicking on a table cell will tell you 10

11. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools – Rearranging Columns Moving a column to a new location in the table: 1. Left-click the column header 2. Move the column header to the new location (note arrows) 3. Column is rearranged in the alarm list 11 Note blue arrows and green check

12. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools – Rearranging Columns Fly-out menu comparison before and after columns rearranged 12 Before columns selected New columns selectedNew columns moved

13. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools – Setting User Preferences Filtered pages can be saved as user preferences Whenever you open a page with user preference filters set the page will always be filtered by the same criteria. Not all pages (such as Alarm List) have this feature. The ‘Remember Filter’ option must be present to use this feature Set up a user preference filter using the split-column menu. Use with saved and unsaved filters Unsaved filters: You have filtered the table, but haven’t saved it as filter. You can still assign that filter as a user preference using this feature. Use with Table filters and Single Cell filters 13

14. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Locking the Alarm State What does this feature do? Protects against inadvertent alarm state change Alerts other users visually that the alarm state is locked Which alarm states? New – if locked the alarm cannot be acknowledged ACK – if locked the alarm cannot be cleared When would you use this feature? Scenario 1: A number of alarms are in acknowledged state, ready to be cleared. It is desirable that several acknowledged alarms not be cleared because of the devices with which the alarms are associated. An operator puts a lock on those specific alarms. When the operator clicks Clear, all the alarms are removed from the Alarm List except the locked alarms. Scenario 2: In an Operations center operators are acknowledging alarms, resolving the related issues, and then clearing those alarms. Because of a device-specific issue an operator wants to protect the acknowledged state of the alarm until the issue is understood and resolved. The operator locks the alarm state until resolution, then removes the lock. 14

15. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Locking the Alarm State (con’t) How to lock an alarm state Right-click on an alarm. Select Toggle State Lock. Selecting this toggles the state on and off How do you know an alarm is locked? There are two ways. First – Alarm state buttons: New alarm – ACK and CLR buttons are disabled Acknowledged (ACK) alarm – CLR button disabled 15

16. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Locking the Alarm State (con’t) How do you know an alarm is locked? There are two ways. Second – Show the Alarm lock icon in the Locked column Make the Locked column visible. 16 Select the Locked check box in the Columns sub-menu The alarm is locked in the ACK alarm state

17. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Locking the Alarm State (con’t) From the Knowledgebase Portal Removes the lock and changes the state 17 1. Alarm state is locked.2. Knowledgebase portal is opened. 3. Indicates the alarm state is currently locked. 4. Operator selects ‘Unlock & ACK’. 5. Alarm state now ACK; alarm is no longer locked.

18. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Locking the Alarm State (con’t) What you should know about this feature: Locked column not displayed? Alarm is still ‘lockable’/’unlockable’ Overriding the Locked state Acknowledging or clearing remotely (E-mail or SMS) Alarm lock state can be overridden Changing the Locked state Lock can be removed by another user No exclusivity on who can ‘unlock’ an alarm state ‘Batch’ toggling Can’t lock or unlock multiple alarms in one operation Toggling on or off is one alarm at a time Filtering, sorting, exporting, etc. available Alarm lock won’t affect filtering or sorting Not tracked in logs Action of toggling the alarm state lock on or off is not tracked 18

19. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Highlighting Alarms Enables operators to group, by highlighting, alarms that share a common value 19 Alarm list before highlighting Alarm list after highlighting Shared, common value = Microsoft center

20. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Highlighting Alarms (con’t) Highlighted alarms automatically span all pages of the Alarm List 20 Page 1 Page2 Page 3

21. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Highlighting Alarms (con’t) Selecting the shared, common value Cells in the Alarm List table are the source of the shared value 21 Right-click on a cell in the Alarm List (this example – Microsoft center) Select Highlight > New Highlight by this value All alarms sharing the center ‘Microsoft’ become highlighted

22. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Highlighting Alarms (con’t) Selecting multiple values curtails the alarms highlighted 22 Shared value = Microsoft center Shared value = Microsoft center + Lync-FrontEndServer

23. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Highlighting Alarms (con’t) Use this path to select an added value; this can be repeated for more granularity The highlighting color remains unchanged Alarms no longer matching the criteria loose the highlighting 23

24. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Highlighting Alarms (con’t) Up to 8 different highlighting colors are available After 8, the highlighting starts over with the first color ( ) 24 This is an example of the Alarm List showing the 8 highlighting colors. Each color represents a uniquely shared value with at least one other alarm on this page

25. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Highlighting Alarms (con’t) Other menu selections - Remove Current Highlight 25 Selected current highlight = New York center

26. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Highlighting Alarms (con’t) Other menu selections - Remove All Highlights 26 All highlighting removed Note: Right-click on any highlighted alarm

27. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools – Expanding the Alarm List Window Full screen Use the expand/contract control 27 Hidden

28. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Interface Tools – Managing the Navigation Pane Expanding and collapsing the Navigation pane Users often collapse the Navigation pane to maximize Alarm List area Feature enables expansion of pane to select another node in the navigation tree followed by automatically collapsing pane 28 Click this area to open the Navigation pane Select a new node in the tree Navigation pane automatically collapses after selection

29. © Copyright 2014-2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.6.0 Alarms List Management Table Pagination Controls for number of records per page and table navigation 29 Number of records/page Controls for navigating through the records Page location in context of entire list/total # of records