Plantronics PDMS-SP User Manual
TPX
Delivering faster time-to-market Cloud Services
COMMUNICATIONS
SITUATION AT A GLANCE
TPx found it critical to implement a
cloud-based solution that reduced time
to market, and serviced management
needs, while quickly troubleshooting
phone deployments.
PORTFOLIO AT A GLANCE
• PDMS-SP Device Management
• Poly VVX 311, 411, 501, 601 Business
Media Phones
• Polycom Trio 8800, 8500
Conference Phones
• ObiTalk ATA
with Poly PDMS-SP device management
ABOUT TPX
TPx Communications is one of the USA’s leading Managed Services Providers,
delivering hosted UC, managed IT and network connectivity services to over
50,000 customer locations nationwide.
USE CASE SITUATION
In the highly competitive world of UC Service Providers, ‘time to market’ can mean
the dierence between success or failure. As a leader in this space, TPx sta knew
time was money, and were searching for a phone management tool that was quick
to deploy and be capable of faster, more advanced troubleshooting without the need
for on-site personnel. Their requirements needed the tool to:
• Signicantly speed up time for phone conguration, pushing proles and rebooting
• Reduce the need to deploy a eld technician for on-site work
• Lower VoIP device returns (RMA’s) where “no problem found” is the norm,
not the exception
• Remove need for customer involvement to help in troubleshooting phone issues
Each touchpoint in the lifecycle of a phone service oering has cost for both the
provider and customer. Streamlining device deployment and reducing the number
of these touchpoints and time involved keeps costs down for all parties involved.
CASE STUDY_TPX COMMUNICATIONS
“Prior to PDMS-SP, we would be
forced to send a tech onsite or
have the customer run technical
tools like Wireshark to have the
same visibility into what the
network was doing and how
the phone was reacting.”
— TPx Service Delivery Team Member
“The tools and functionality that
PDMS-SP gives us in the repair
and maintenance environment is
a game changer with immediate
access to packet captures and
phone logs.”
— Troy Danko, Vice President
National Operations
THE SOLUTION
A recent evaluation of PDMS-SP has proven itself invaluable to TPx with the
deployment, management, and troubleshooting of more than 10,000 customer
desktop phones, conference phones and ATA VoIP adapters including:
• Centralized deployment and management for scalable solutions
• Speed and ease of device migration from one platform to another
• Remote troubleshooting device and network heath assessment
RESULTS DELIVERED
Phone prole migration: A recent remote migration of a customer site with
Polycom phones using PDMS-SP points to the valuable function of remote time saving
management. During the migration, the TPx service delivery team was able to remotely
apply updated congurations and reboot all the devices in under 30 minutes compared
to the 4 to 6 manual labor-hours it would have taken to complete before PDMS-SP.
According to TPx’s service delivery manager, “The customer was impressed how
quickly we got that site back up and working. We’ve done migrations of other sites
[before PDMS-SP], and the experience was not as easy for them.”
VoIP Adapter Deployment: When it comes to initial deployment or reconguration,
the ability to centrally manage and push device conguration signicantly cuts timeto-completion. With PDMS-SP, Polycom VoIP adapters (ATAs) can be set up in about
7 minutes versus the previous competitive ATA device which took 20 to 30 minutes,
a 3-4X reduction in deployment time.
Troubleshooting and Rebooting: With PDMS-SP, technicians can easily and remotely
view Poly devices on the customer’s network.
Without the visibility that PDMS-SP provides, most other Service Providers would
simply ship a new phone or device to replace one with trouble reported. In many cases,
no trouble is found on the returned device wasting both provider and customer time
and money.
PATH FORWARD
Results for TPx are extremely favorable for solving customer needs for faster,
lower-touch deployments, streamlined device management, and quick trouble
resolution. And TPx service delivery technicians are seeing a dramatic reduction
in time required for migrations and trouble resolution, leading to increased customer
satisfaction and a documentable ROI.
Want to learn more about PDMS-SP and get started with a free trial?
Contact: ITSPsales@poly.com
©2019 P lantro nics, Inc . All rights reser ved. Poly and t he propeller design a re trademar ks of Plan tronics, Inc.
All other tradem arks ar e the property of t heir resp ectiv e owners . 12.19 666 675CASE STUDY_TPX COMMUNICATIONS
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