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Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal

ReliaTel Operator Training

Release 4.1.1

Alarm Suppression andAlarm Knowledgebase Portal

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Training - Version 1.0

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Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal

Alarm Suppression

Alarm suppression is set by the ReliaTel Administrator Suppressed alarms no longer appear in the alarm list once the

threshold is reached Clearing alarms to a number below the threshold will enable new

alarms to appear until the threshold is reached again

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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.

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Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal

Opening the Alarm Knowledgebase

Alarm knowledgebase is a repository of alarm-specific information Provides vendor and organization information on resolving issues Provides a repository for vendor and organization documentation and

hyperlinks Able to manage alarms from the knowledgebase

Opening the alarm knowledgebase Always from an alarm

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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.

®

Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal

Knowledgebase Layout

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Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal

Knowledgebase Layout (cont.)

Components Details pane Portlet pane

Details pane View and edit alarm details Content and editing capabilities similar to the Details section in the Alarm

List Portlet pane

6 separate portlets Recommended Actions Related Documentation Entity Attributes Entity Logs Historical Trends Manual Actions

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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.

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Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal

Details Pane

Details tab Actions

Change alarm severity level Open the Center Details window Open the Entity Details window Add notes to the alarm Acknowledge and clear alarms Return to the Alarm List Note: Some fields (Trouble Ticket

and Resolution are optional – definedby the ReliaTel Administrator)

Source tab Same information as the

Source tab in the Details section

Notification Status tab Current status of notification state

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Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal

Portlets Pane

Entity Attributes Details that are relevant to the entity

Entity Logs Logs relevant to the alarm and entity; snapshot, not real time

Historical Trends Graphical representation of alarm events for the entity

Manual Actions Ping Traceroute

Recommended Actions Alarm resolution recommendations

Organization Vendor

Related Documentation Device related documentation and hyperlinks

Organization Vendor

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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.

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Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal

Recommended Actions/Related Documentation

Recommended Actions System

Provided at implementation Vendor/Tone Software recommended actions

User Added by ReliaTel administrator Developed from within your organization

Related Documentation Center, entity, alarm (alarm message) Documentation for Center and Entity

Organization only, added by ReliaTel administrator Alarm

Device vendor, provided at implementation Developed from within your organization; added by ReliaTel Administrator

Document Types Text documents Hyperlinks (internet and ntranet)

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© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.

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Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal

Feedback Form

For operators – use to recommend alarm knowledgebase updates

Knowledgebase is read-only for operators Portlets: Recommended Actions and Related Documentation E-mail format – sent to organization’s designated Kb Administrator

Sample Updates Field experience - successful resolution activity for a alarm

Added to the Recommended Actions portlet for that alarm Available to other operators as guidance in resolving future alarm issues

Field documentation – organizational documents and links Documentation and links specific to alarm resolution at a center or entity

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Select subject from list or enter your own

Enter message here

© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved.

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Operator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase PortalOperator Training – Release 4.1.1 Alarms Suppression and Alarm Knowledgebase Portal

Knowledgebase Layout Preferences Number of columns used to contain portlets

Customizing layout preferences

Setting up and saving a layout Loading a saved layout Deleting a saved layout Restoring the default layout

Portlet controls

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