Scott Gode
Scott leads the worldwide product management and marketing efforts at Unify Square. On the marketing side his teams are focused...
Read Full Bio >>

Scott Gode | May 11, 2018 |


Intelligent Device Management for UC: Complete Checklist

Intelligent Device Management for UC: Complete Checklist Today's increasingly complex UC&C environments call for robust management with detailed information and near real-time support.

Today's increasingly complex UC&C environments call for robust management with detailed information and near real-time support.

Growing complexity within UC&C infrastructures increasingly drives the requirement for a robust management tool that not only provides detailed information about a wide range of different endpoint devices, but also offers high-quality and near real-time support options in case a problem arises. Team chat, audio and video conferencing, online meetings... as enterprise communications and collaboration environments become more complex, IT managers face new challenges in managing the UC devices in use.

Make no mistake, UC device management's role is significant and extends from the early planning stages to during and especially after full communication platform deployment. Unfortunately, UC managers often treat it as an afterthought. For example, if a conference call is poor in quality, end users often blame the platform, and IT must confirm or point out that the device (or even the behavior of the end user) may be at the root of the problem. The results have an influence on both the average time required to solve the problem and the company's device procurement strategy.

Is a UC Device Management Solution Useful?
For most companies, the answer can be derived from these two sets of questions:

  1. How often do support cases occur per device? And, what's the associated cost and IT helpdesk resource hit per case?
  2. Does the UC device management solution provide the information in such a way that all departments involved in the process -- from engineering to operations or support -- are provided with relevant data without further departmental effort from the decision makers or C-level management?

Additionally, companies should discuss a variety of type-specific questions and requirements before introducing UC device management software. The focus here is on the description of handsets and headsets, since this discussion would also cover other device segments (video conferencing, common area phones, etc.).

Device Management for IP Desktop Phones
Across all industries, 10% to 15% (and still declining) of all devices can be expected to be desktop IP phones with handsets. Usage scenarios fall into the following buckets:

  • Office workplace (the IP phone is assigned to a user)
  • Factory floor (the phone is shared among a group of users)
  • Common area (phones in meeting rooms, elevators, lobbies, etc.)

Since IP phones are configured via software, the overall set of management considerations must meet the following requirements:


  • Simple, centralized installation and configuration -- "zero touch"
  • Centralized distribution of firmware updates depending on the compliance policy
  • Automated bulk distribution of global terminal settings (e.g., language, region, etc.) independent of model and manufacturer
  • Import and export of the configuration files to fulfill various compliance regulations
  • Listing or searching devices by model and/or location
  • Information about the MAC address, model type, timestamp, IP address, and current and deployed version of the firmware


  • Reporting and monitoring of the call quality and usability of the devices
  • Remote recovery capability
  • Automated firmware update, configurable by time, region, and user category
  • Central configurability of language, time, speed-dial buttons, etc.
  • Central creation and distribution of group policies
  • Automated creation of inventory lists

Device Management for UC Headsets
What are the operations and support requirements given that most employees will be using either a Bluetooth or corded UC headset?


  • Automated creation of inventory lists
  • Automated information about supportability and usage time
  • Automated information and implementation of acoustic shock adjustments
  • Automated firmware updates according to time, region, and user profile
  • Information about the quality or interference of radio connections between base station and headset, especially in open-plan offices


  • Monitoring the state of charge and aging of the battery
  • Problem-solving suggestions for resolving wireless density issues
  • Information about whether the microphone or the handset is defective
  • Analysis of user and desktop problems -- for example, was the conversation made using the headset microphone or incorrectly made using the webcam or laptop?
  • Echo and background noise detection and analysis

UC "Futures": Intelligent Device Management
The answers to the above questions and checklist point to an intelligent device management (IDM) future. However, IDM can only be optimally utilized when all information about the device is correlated with information about network or wireless LAN quality, state of the gateways, provider availability, and so on.

The central feature of a software-based solution for monitoring, reporting, analysis, and device management within a UC platform is the ability to display all voice quality-related information and interactions. Such insights will not only demonstrate the resulting dependency, but also simultaneously allow for the system to offer guidance to Level 1 and Level 2 end-user support personnel.

Growing complexity within UC and collaboration infrastructures increasingly drives the requirement for a robust management tool that not only provides detailed information about a wide range of different endpoint devices, but also offers high-quality and near real-time support options in case a problem arises. The ability of such software to collect data passively, and subsequently proactively monitor a company's UC infrastructure for vulnerabilities, can offer significant ROI for the enterprise.


October 24, 2018

With disparate workplaces and ever-expanding volumes of information to manage, the challenges for collaborating effectively are only intensifying. Many critical applications are not integrated, and

October 10, 2018

Businesses are growing across international borders quicker than ever, but scaling operations to follow suit can be a harder, longer process.

This webinar focuses on scaling your next-generat

September 26, 2018

Join Kevin Kieller, Microsoft UC&C expert, along with Ribbon Communications and Polycom, for an update on Microsoft Ignite, and a focus on critical things you need to know about your voice deployme

March 12, 2018
An effective E-911 implementation doesn't just happen; it takes a solid strategy. Tune in for tips from IT expert Irwin Lazar, of Nemertes Research.
March 9, 2018
IT consultant Steve Leaden lays out the whys and how-tos of getting the green light for your convergence strategy.
March 7, 2018
In advance of his speech tech tutorial at EC18, communications analyst Jon Arnold explores what voice means in a post-PBX world.
February 28, 2018
Voice engagement isn't about a simple phone call any longer, but rather a conversational experience that crosses from one channel to the next, as Daniel Hong, a VP and research director with Forrester....
February 16, 2018
What trends and technologies should you be up on for your contact center? Sheila McGee-Smith, Contact Center & Customer Experience track chair for Enterprise Connect 2018, gives us the lowdown.
February 9, 2018
Melanie Turek, VP of connected work research at Frost & Sullivan, walks us through key components -- and sticking points -- of customer-oriented digital transformation projects.
February 2, 2018
UC consultant Marty Parker has crunched lots of numbers evaluating UC options; tune in for what he's learned and tips for your own analysis.
January 26, 2018
Don't miss out on the fun! Organizer Alan Quayle shares details of his pre-Enterprise Connect hackathon, TADHack-mini '18, showcasing programmable communications.
December 20, 2017
Kevin Kieller, partner with enableUC, provides advice on how to move forward with your Skype for Business and Teams deployments.
December 20, 2017
Zeus Kerravala, principal analyst with ZK Research, shares his perspective on artificial intelligence and the future of team collaboration.
December 20, 2017
Delanda Coleman, Microsoft senior marketing manager, explains the Teams vision and shares use case examples.
November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.