As the assistant managing director in the Communications Services organization, Richard Pickens supervises the installation and maintenance of the department’s Avaya Aura environment, as well as related telecom and IT partner applications, primarily supporting the Texas Tech Health Sciences Center campuses. Pickens and his team needed a device management solution to convert devices easily, manage multiple firmware and settings files, reduce manual intervention and simplify overall management. They chose Oncents® Endpoint Manager (EM), iNEMSOFT’s device management software optimized for Avaya Aura devices, addressing several important issues and requirements:
- Reducing time and effort to migrate from H.323 to SIP and onboard newer devices
- Implementing device administration and auto-provisioning with the appropriate settings for satellite campuses to reduce the need to dispatch technicians to remote locations
- Increasing conversion accuracy with automatic error notification and error code reports, easily identifying and tracking phones by MAC or IP address
- Upgrading groups of devices by subnets while managing provisioning based on the device series, model or firmware
- Improving remote troubleshooting for faster and more efficient resolutions
Reducing the need to send technicians to Abilene, Amarillo and other satellite campuses has been a significant benefit. Using its remote diagnostics, “What we like is not only identifying the problem, but the ease with which we can resolve it with Oncents Endpoint Manager,” says Pickens. Previously, technicians could travel to campuses as often as every two weeks to resolve log-in problems and other challenges. “Now all the issues can be solved without leaving their offices,” he adds, noting that the number of trouble tickets for login issues has dropped by 75 per cent.
The Communications Services team also takes advantage of Oncents EM’s ability to manage devices by subnet. Engineers can easily identify the number of H.323 or SIP devices and their firmware by location, even those that may be stored or used only periodically, simplifying the process of upgrading all the devices on a subnet, which are typically organized by building or by floor for larger sites.
Throughout the implementation, Pickens has been very impressed with the iNEMSOFT team, saying “Their response time is amazing.” While he’s found other partners not as willing to help once their solutions were installed, the iNEMSOFT team “is always there for us – jumping in to respond anytime a question comes up.”
Communication Services’ plan to migrate all 8000+ devices from H.323 to SIP is continuing on schedule, and the team expects to see more benefits with Oncents Endpoint Manager once the conversion is complete in late 2022.
“What we like is not only identifying the problem, but the ease with which we can resolve it with Oncents Endpoint Manager.” – Richard Pickens, Asst. Managing Director, Texas Tech University System