News | April 26, 2012

Quest Software's PacketTrap MSP Version 6.2 Includes PSA Integration, VoIP Monitoring

Quest Software released its PacketTrap MSP 6.2, which is the latest version of its RMM platform for MSPs. By using PacketTrap MSP 6.2, MSPs can now access a single console to manage – and simplify – business processes including job scheduling, technician management, CRM, service requests and billing and invoicing.

The new version also includes integration between PacketTrap MSP 6.2 and PacketTrap PSA, enabling users to:

  • Better track tickets, improving customer service and reducing status calls;
  • More accurately account for technicians' billable hours to increase revenue; and,
  • Decrease the billing cycle by more quickly and accurately invoicing for completed work.

“Among the many enhancements to PacketTrap MSP, integration with our standalone PSA solution was a strategic development investment as it meets MSPs demand for technology that can be used to more easily complete many common business tasks,” Matt Bolton, vice president of product management, Network Management Division, Quest Software, said in a media statement. “Often we find that our target customers are not in the business of running businesses. By utilizing an intuitive platform that is far less cumbersome then other solutions on the market, yet offers the same functionality, MSPs can focus on providing new services to their own customers and marketing to new prospects.”

Quest Software launched PacketTrap PSA earlier this month following the company’s acquisition of BlueFolder, Inc., a provider of field and professional service management solutions. Quest Software enhanced BlueFolder’s existing PSA technology, providing MSPs with a solution to increase time savings and profitability by simplifying business processes.

In addition to integrating with PacketTrap PSA, PacketTrap MSP 6.2 features other enhancements such as monitoring support for Cisco wireless controllers, which are increasingly used to manage all wireless access points, and new monitoring templates for pre-defined monitoring and alerting of common applications.

In an additional twist, PacketTrap MSP 6.2 also allows MSPs to monitor customers’ Avaya VoIP infrastructure, which includes Avaya Aura Communications Manager, Avaya DP Office, PBX systems, IP Phones, Gateways, switches, routers and end-to-end network, physical and virtual IT infrastructure. Using PacketTrap MSP 6.2, MSPs can now monitor customers’ VoIP systems and network infrastructure.

Both PacketTrap MSP and PacketTrap PSA are now available as stand-alone solutions. MSPs and IT solution providers that purchase both PacketTrap MSP and PacketTrap PSA will have full integration between the solutions. PacketTrap MSP also integrates with other PSA solutions through technology partnerships.

SOURCE: Quest Software/PacketTrap