The Problem: Unnecessary Concern
MarketSpark’s Command Center Gateway card did not always display an accurate connection status, inadvertently leading support teams and customers to believe something was wrong when there was none
Data from our Gateway’s management system, which was occasionally failing to respond, made the displayed connectivity unreliable. This caused confusion and concern, as the data displayed incorrectly or with unclear information.
The Solution: Reliable Connection Insights
Needing a consistent data that provided safe and reliable results, we have updated how it is collected for our Gateways. It is now directly connected to the device’s telephone line status, which is a more reliable indicator of the gateway’s connectivity.
As a line gathers its information from the network, you receive a true operational state.
- When your location’s gateway lines are online and fully functional, the Status will show online.
- If your location’s gateway lines are experiencing registration issues, meaning they may not be fully functional, the Status will show trouble.
- If your location’s gateway lines are offline and not functional, the Status will also show offline.
Using gateway line state gives a more accurate picture of connectivity because it measures whether the gateway can actually clear telephone calls. Unlike the gateway management system, which might not respond even when service is fine, line status reflects the true operational state.
The Impact: Clarity and Confidence
This improvement ensures that what you see in Diagnostics accurately reflects your system’s real-time status. It removes confusion, helps you understand what’s happening at a glance, and reduces the need to contact Support for clarification.