© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release Alarms Suppression and Alarm Knowledgebase Portal ReliaTel Operator Training Release Alarm Suppression and Alarm Knowledgebase Portal 1 Training - Version 1.0

© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release Alarms Suppression and Alarm Knowledgebase Portal Alarm Suppression Alarm suppression is set by the ReliaTel Administrator Suppressed alarms no longer appear in the alarm list once the threshold is reached Clearing alarms to a number below the threshold will enable new alarms to appear until the threshold is reached again 2

© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release Alarms Suppression and Alarm Knowledgebase Portal Opening the Alarm Knowledgebase Alarm knowledgebase is a repository of alarm-specific information Provides vendor and organization information on resolving issues Provides a repository for vendor and organization documentation and hyperlinks Able to manage alarms from the knowledgebase Opening the alarm knowledgebase Always from an alarm 3

© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release Alarms Suppression and Alarm Knowledgebase Portal Knowledgebase Layout 4

© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release Alarms Suppression and Alarm Knowledgebase Portal Knowledgebase Layout (cont.) Components Details pane Portlet pane Details pane View and edit alarm details Content and editing capabilities similar to the Details section in the Alarm List Portlet pane 6 separate portlets Recommended Actions Related Documentation Entity Attributes Entity Logs Historical Trends Manual Actions 5

© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release Alarms Suppression and Alarm Knowledgebase Portal Details Pane Details tab Actions Change alarm severity level Open the Center Details window Open the Entity Details window Add notes to the alarm Acknowledge and clear alarms Return to the Alarm List Note: Some fields (Trouble Ticket and Resolution are optional – defined by the ReliaTel Administrator) Source tab Same information as the Source tab in the Details section Notification Status tab Current status of notification state 6

© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release Alarms Suppression and Alarm Knowledgebase Portal Portlets Pane Entity Attributes Details that are relevant to the entity Entity Logs Logs relevant to the alarm and entity; snapshot, not real time Historical Trends Graphical representation of alarm events for the entity Manual Actions Ping Traceroute Recommended Actions Alarm resolution recommendations Organization Vendor Related Documentation Device related documentation and hyperlinks Organization Vendor 7

© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release Alarms Suppression and Alarm Knowledgebase Portal Recommended Actions/Related Documentation Recommended Actions System Provided at implementation Vendor/Tone Software recommended actions User Added by ReliaTel administrator Developed from within your organization Related Documentation Center, entity, alarm (alarm message) Documentation for Center and Entity Organization only, added by ReliaTel administrator Alarm Device vendor, provided at implementation Developed from within your organization; added by ReliaTel Administrator Document Types Text documents Hyperlinks (internet and ntranet) 8

© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release Alarms Suppression and Alarm Knowledgebase Portal Feedback Form For operators – use to recommend alarm knowledgebase updates Knowledgebase is read-only for operators Portlets: Recommended Actions and Related Documentation format – sent to organization’s designated Kb Administrator Sample Updates Field experience - successful resolution activity for a alarm Added to the Recommended Actions portlet for that alarm Available to other operators as guidance in resolving future alarm issues Field documentation – organizational documents and links Documentation and links specific to alarm resolution at a center or entity 9 Select subject from list or enter your own Enter message here

© Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release Alarms Suppression and Alarm Knowledgebase Portal Knowledgebase Layout Preferences Number of columns used to contain portlets Customizing layout preferences Setting up and saving a layout Loading a saved layout Deleting a saved layout Restoring the default layout Portlet controls 10 Expand Hide Collapse to header