Self Service Manager

Self-Service Telephony Portals for End Users, Delegated Administrators and Help Desk Staff

It is becoming increasingly essential for large enterprises to streamline their communications operations wherever possible to reduce administrative overhead and increase efficiencies. Enterprise communication management is one area that presents significant challenges for these organizations. High volume service requests and incidents which are typically low priority issues for telecom teams, impact day-to-day business for end users who have to wait, sometimes days, for straightforward issues to be resolved.

Empowering end users with self-service capabilities alleviates the need to create most service tickets and requests. Tedious and mundane tasks such as phone and voicemail password resets and change phone settings can all be handled by the end user, alleviating wait time and increasing productivity.

 

Solution Overview

 

Starfish Self Service Manager is comprised of intuitive self-service portals that enable authorized users to change and configure communication devices and applications that would otherwise have to be managed by administrators. Using Self Service Manager frees up administrators, allowing more time for sensitive and critical communications projects while enhancing the performance and service to end users.

Self Service Manager leverages the Starfish technology platform to connect to Cisco, Avaya and Microsoft communication platforms to perform specific tasks as defined and configured by the administrators.

 

Roles

Based on a user’s role in an enterprise, specific self-service portals are available to perform tasks without involving telecom administrators. Self Service Manager supports the following user roles.

  • End Users: Reset phone passwords, reset voicemail passwords and change phone settings which can then be configured and customized by telecom administrators.
  • Delegated Administrators: Users such as branch managers, team leaders and help desk staff can perform more extensive telecom changes on behalf of others, and perform complex tasks using simplified self-service portals.

 

Authorization and Authentication

Self-service portals can be configured and made available in a secured and controlled manner. Self Service Manager is tightly integrated with Active Directory for authentication and leverages the Starfish Directory for authorization.

End users are authenticated and authorized to have access to specific functionality that is only associated with their resources. End users can only access a self-service portal if they are authenticated AD users, and then authorized to access their associated resources.

Delegated administrators are authenticated and authorized to manage all or a subset of users, and have access to additional functionality. Delegated administrators are authorized by membership in designated Active Directory security groups.

 

Solution Benefits

 

  • Alleviates the need for most simple service tickets and requests and alleviates workload on telecom teams
  • Reduces telecom administration overhead
  • Increases overall productivity and frees up time for administrators to handle sensitive and critical communications projects
  • Enhances performance and service to end users
  • Streamlines communication operations & workflows

 

Solution Portals

 

Reset Voicemail Passwords

Self Service Manager enables end users to reset their voicemail passwords using a simple web based portal.

When an end user enters the portal, they are authenticated and authorized to make changes to their own voicemail password(s).  Once authenticated, the portal is pre-populated with their voice mailboxes number(s).  If the end user has more than one voicemail number, a drop down box will allow them to select the desired mailbox.

 

To change the voicemail password, the end user enters a new password value and confirms the new password.  The password is then validated based on configurable rules that are defined by the customer at the time of implementation.  For example, the password must be a specific number of digits, cannot match the mailbox number, and cannot be consecutive numbers, etc.

Once the end user selects the Reset button, the portal will attempt to reset the voice mailbox password.  If the reset is successful, the end user will receive a notification that the password reset has been completed.

If the password reset is not successful, the end user will be notified that the reset failed and will provide an error message indicating the specific problem.

 

Reset Phone Passwords

Self Service Manager enables end users to reset their phone passwords using a simple web based portal.

When an end user enters the portal, they are authenticated and authorized to make changes to their own phone password(s).  Once authenticated, the portal is pre-populated with their phone number(s).  If the end user has more than one phone number associated with them, a drop down box will allow them to select the desired phone.

 

To change the phone password, the end user enters a new password value and confirms the new password.  The password is then validated based on configurable rules that are defined by the customer at the time of implementation.  For example, the password must be a specific number of digits, cannot match the phone number, and cannot be consecutive numbers, etc.

Once the end user selects the Reset button, the portal will attempt to reset the phone password.  If the reset is successful, the end user will receive a notification the password reset has been completed.

If the password reset is not successful, the end user will be notified the reset failed and will provide an error message indicating the specific problem.

 

Change Phone Settings

Self Service Manager enables end users to change their phone settings and configure specific features that are pre-configured by telecom administrators. The features as well as available options are presented in drop-down lists to simplify managing phone settings by end users.

The phone settings available to end users are configurable as well as the values displayed in the drop down menus. This gives the administrators full control over functionality extended to the user.

The following is a sample portal to change speed dial buttons for a Cisco phone:

 

 

The following is a sample portal to change buttons for an Avaya phone:

 

 

Delegated Administrators

Self Service Manager enables delegated administrators such as branch managers, team leaders or help desk staff to perform more extensive telecom changes on behalf of others and to perform complex telecom tasks using simplified self-service portals.

Delegated administrators have access to a list of users in their enterprise. Once they select a user, they can perform complex actions such as configuring users to be in a hunt group, team calling or call pickup groups.  Additionally, they can perform simple actions on behalf of users including resetting passwords and changing phone settings.

The following is a sample portal for delegated administrators to search for users:

 

 

Supported Platforms & Applications

Unified Communications & Contact Center Platforms

Avaya:

  • Communication Manager
  • Aura Messaging
  • Modular Messaging
  • CMS

Cisco:

  • Unified Communications Manager
  • Unity Connection

Microsoft:

  • Skype for Business
  • Lync
  • Unified Messaging

AVST:

  • CallXpress

Genesys

 

 

Find out how Starfish Self Service Manager can improve your communications operations by streamlining telecom workflows. 

Click here to contact us or call 908-243-2900.