Boomtown uses a device called the Sense Agent that connects to the router and passively monitors all network devices. Data is sent to relay and customer resolution occurs via Connect. This allows proactive support to be provided by addressing potential issues before they’re realized in practice.
Specifically, Boomtown’s network monitoring can provide the following:
- Network Mapping
- Device Monitoring
- WiFi Scans
- Speed Tests
- Alerts & Notifications
- Ticket Creation
1) Go to Devices -> Order in Relay.
2) Fill out the Device Fulfillment Request Form.
Connecting to the Network
1) To set up network monitoring at a merchant location you simply connect the Sense Agent to the router and it passively monitors all network devices connected to that router. The data is automatically sent to Relay and support resolution occurs via the Connect app.
1) For 7 days after activation, the Sense Agent captures data and uses machine learning to understand the IT footprint cadence. This reduces false positives and allows alerts to be triggered with more confidence down the road.
1) You can set critical levels to the network’s most important devices to receive the appropriate level of notification when an issue occurs. To find this setting go to Technology -> Status in Relay and click the pencil icon on any device to open up the Edit Location Device window.
- Critical High – Creates an Issue in Relay whenever the Sense Agent notices an issue with the device.
- Critical Low – Sends a push notification via the Connect app to the merchant whenever the Sense Agent notices an issue with the device.
- Non-critical – Provides no notification when the Sense Agent notices an issue with the device.
Technology (Technology Templates, Technology Dictionaries, and more)
To learn more about devices in Relay including Technology Templates, Technology Dictionaries, and more click here.
Building a Network Map
1) Go to Customers -> Locations in Relay and click the pencil icon on the location you want to build a network map for.
2) Click the IT Footprint toggle.
3) Add, Edit, Clone, and Delete technology associated with the location’s IT Footprint. Click the pencil icon on a technology record to open the Edit Location Device window where you can edit the technology’s network specs.
4) You can specify network details such as the parent device of each device you add to a location’s IT Footprint.
5) After setting up the IT Footprint click the Network toggle to see a visual map of the network that was created in the IT Footprint.
1) Go to Customers -> Locations in Relay and click the pencil icon on a location to open up the Edit Customer Location window. Clicking the Home toggle displays the Network Health Dashboard shown below. This dashboard provides a visual and analytic overview of the overall health of the network and also monitors and tracks bandwidth drops on the network.
1) PASSIVE: The Onsite Agent does not depend on or listen to any inbound communication from the internet.
2) DEFINED CHECKS: The Onsite Agent has a list of checks it can perform (such as pings and http/https requests) and includes specific validated arguments for those checks.
3) UNPRIVILEGED: The Onsite Agent uses basic networking protocols to anonymously perform monitoring tasks, with no access to secure data or systems.
4) NETWORK POSITION: The Agent sits behind the router and firewall like all other devices on the network and requires no network changes, port forwarding rules, or inbound internet traffic of any kind.
5) DISABLED PORTS: The agent has PKI for security/log-in and all additional ports have been disabled to prevent device tampering.
One of the key values of Onsite Intelligence is that your customers can know exactly when something goes offline. While agents receive this information, sometimes a customer may not want to involve an agent and may want to fix it themselves. We added automated communications to monitoring events that can send push notifications to Connect when devices go offline or require attention. The scans and resulting problems that will create notifications are:
1) Low Printer ink levels
2) Printing queue issues
3) WAN outage alerts
4) POS cloud alerts