Case Study: Mitel | NETSCOUT

Case Study: Mitel Leverages the OptiView® XG Network Analysis Tablet to Pinpoint the Root Cause of Network Issues with Certainty

At a Glance:



Business Communications


Kanata, ON


Mitel® is a business communications provider with solutions that allow its 60 million customers to connect anywhere, anytime, and on any device through cloud communications, business phones and collaboration software, as well as contact centers. Mitel solutions offer enterprise mobility, unified communications and messaging, and conferencing. Managing multiple communication applications and platforms requires advanced network monitoring and orchestration to ensure optimal network performance. Mitel needed a solid and reliable network testing solution that could provide accurate details in a quick and easy–to–understand format.


Mitel deployed multiple NetScout OptiView® XG Network Analysis Tablets into the field to help conduct end–to–end network testing with a dedicated, compact, and easy–to–use solution. With each OptiView XG tablet pre–configured, Mitel simply ships a unit to any customer site to conduct pre–deployment checks, testing, ongoing monitoring and troubleshooting of VoIP and communication services. The engineer only needs to take it out of the box, turn it on, connect, and start running the tests to quickly identify potential issues on the network. End–to–end testing takes less than 15 minutes, cutting support costs while identifying and documenting the real source of root cause issues.


NetScout  OptiView® XG Network Analysis Tablet

As the system installer, we work with many service providers and often get service calls to identify network issues. When that happens, our engineers must quickly identify the root cause and tell the appropriate party where the issue resides. The OptiView XG dramatically streamlines this process with its granular testing and reporting that pinpoints the root cause of issues with certainty, saving frustration and critical staff resources. - Dan Brown, manager of enterprise engineering at Mitel


Mitel® is a business communications provider with solutions that allow its 60 million customers to connect anywhere, anytime, and on any device through cloud communications, collaboration software, contact center solutions, enterprise mobility, unified communications and messaging, and virtualization. The company has been in the business of business communications since 1973 and has evolved over time with software and services to keep pace with changing communication technologies and user preferences.

Managing multiple communications platforms across the network can be challenging, and voice networks are some of the most complex. Mitel provides call–processing software installed at the client site or delivered through a Software–as–a–Service (SaaS) offering. Corporate phone systems, both desk and mobile, are linked over public and company networks to provide the latest features and functionality as if all lines shared a direct connection.


Mitel deployments rely on a high–performance network when delivering quality communications services. This can quickly become complicated when the customer is the one ultimately responsible for internal network performance (not to mention coordinating with other service providers that could impact performance). When issues do arise on the network, customers often look to external vendors for resolution. Mitel is often on the front line and can get calls for a variety of networking problems. To help resolve the issue, Mitel pinpoints the issue on the network. This makes identifying the root cause of networking issues vital for Dan Brown, manager of enterprise engineering, and his team.

To accomplish this, it takes advanced network monitoring and orchestration, often across multiple network providers, to quickly and accurately diagnose the performance issues. Mitel needs to know without question where the issue resides to enable resolution.

Without accurate testing and a deep diagnostic of the network, understanding the issue and how to resolve it becomes a challenge. Mitel set out to find a better network testing solution that could quickly single out root cause issues with pinpoint accuracy in a pre–loaded, easy–to–use, and portable form factor.


Mitel evaluated a number of options and chose the NetScout  OptiView XG Network Analysis Tablet, which delivers granular network testing and reporting, and allows the team to pre-load testing parameters into the portable tablet.

The OptiView XG performs end–to–end network performance and stress tests covering bandwidth, latency, jitter, loss, and availability. It automatically detects and analyzes network problems before offering step–by–step resolutions. The OptiView XG supports both 1GbE and 10GbE, along with full 802.11 a/b/g/n wireless LAN analysis. It can be utilized in any environment, whether in a data center, with virtualized servers, or out in the field at a remote site.

Mitel deployed its OptiView XG Tablets along with LinkRunner AT Network Auto–Testers from NetScout to conduct in–depth performance testing in almost any environment or network configuration. Brown configured test parameters and reports on a single OptiView XG and then exported the profile to the other units. With the tablets configured, Mitel can easily customize test parameters per the customer's need. Brown and his team simply ship a unit to any customer site to conduct pre–deployment checks, testing, and ongoing monitoring. The engineer then only needs to take it out of the box, turn it on, connect, and start running.

Mitel saves considerable time and resources with each use of the OptiView XG. End–to–end testing takes less than 15 minutes, cutting labor costs while still pinpointing definite root causes. What's more, the OptiView XG covers all testing parameters, eliminating the need to coordinate with network managers to tweak configurations for testing system specifications.

"The OptiView XG delivers better end–to–end testing and root cause analysis in an easy–to–use touch screen interface," said Brown. "It takes minutes to run customer tests, and we know it is delivered consistently with quality every time — no exhausting setup needed. It saves us money in so many ways — travel, time, customer satisfaction, trouble ticket reduction, and more."

Mitel saw an immediate benefit from using its OptiView XG Tablets. Mitel helped a hospital diagnose "finicky" connections as a potentially larger problem by conducting end–to–end Quality of Service (QoS) stress testing with an OptiView XG on each end of the network. Mitel saturated the connections to test Layer 2 and Layer 3 performance and priorities with the head–to–head OptiView XG configuration, allowing simultaneous testing of both upstream and downstream pathways. The test results revealed that the hospital only received 50 percent of its bandwidth agreement from the service provider. This took only minutes to diagnose, and in the past could have taken days or a week. Mitel was able to optimize the hospital's communications as a result.

In a second testing application, a major clean energy company reported occasional dropped calls with ongoing voice quality issues, jitter, and echoes. Customers were registering complaints about poor customer service attributed to call quality. The OptiView XG found that the service provider circuit delivered less bandwidth than specified by the service level agreement and that voice was not prioritized. Again, this took only minutes to identify root cause, saving countless hours.

As its service lines grow, Mitel expects the OptiView XG and LinkRunner AT solutions to provide a whole new level of service for its customers. Using OptiView XG, the company anticipates adding services for pre–testing VoIP deployment services, along with ongoing network monitoring to limit staff travel requirements, which will both confirm customer readiness for Mitel technology deployment, and generate additional revenue for the company.

"NetScout  provides a value–add for everyone involved, presenting a great opportunity for us to generate additional revenue streams while satisfying customer needs and resolving issues faster than ever before," concluded Brown.