WHAT IS MICAS?

The Machine Intelligence Call Assistance Service called MICAS is a cloud-based service application, as well as a real-time monitoring agent (MICAS Agent).

 

MICAS collects and reports information on MFP device status, usage counts, supply levels, errors and alerts, while providing a library of support resources to assist our field service technicians.

MICAS takes device management to an entirely new level. Designed and developed by our valued partner, Sharp, it currently monitors over 100,000 devices. MICAS collects specific device details, such as meters, toner levels, service alerts, but never any personal details. Our MICAS Agent uses SNMP (Simple Network Management Protocol) to monitor your registered print devices while giving MBS the ability to check on your devices’ current status, and toner levels, as well as place toner orders.

How Does it Work?

MICAS can collect data from an MFP fleet using remote email diagnostics (R.E.D.) or the MICAS Agent, or both.

R.E.D (Remote Email Diagnostics)

Sharp MFPs are configured to send R.E.D data every 24 hours by email. The R.E.D email data attachments are a Sharp proprietary binary format.

MICAS Agent

The MICAS Agent automatically collects data using SNMP and transmits updates to the MICAS server using web services. The MICAS Agent also provides device information, troubleshooting and an end-user dashboard. MICAS utilizes request signing for web service calls.

Access to the MICAS Agent user interface can be secured with access control and role-based authorization. It is possible to remotely schedule Agent Device Discovery from the MICAS portal via Remote Commands. This is significant because a technician will no longer need to be on-site to make Device Discovery adjustments to an agent.

MICAS Web Portal

  • The MICAS viewer provides users with solutions to MFP jams, low toner levels, errors and alerts, and helps us to schedule scheduled maintenance.
  • The MICAS Dashboard is used for MBS to view customer summaries and detailed data.
  • The MICAS MFP Registration is used to import and maintain customers and devices.
  • The MICAS Product Diagnostics page is used to view details of a single device.
  • MICAS Reports provide summaries of copy counts, toner levels, trouble codes and preventative maintenance.

MICAS Key Features and Benefits

MICAS Performs:

  • Reducing call backs
  • Updating firmware remotely
  • Inter-territorial access
  • Scheduling maintenance visits
  • Dashboard views to maintain fleet

Available Reports:

  • Device Overview
  • Maintenance Report
  • Trouble Codes Report
  • Export Counters
  • Toner Levels
  • Transaction Log Reports

Product Diagnostics Review a range of specific device data that includes:

  • Model/Serial/Machine ID/Location: Device info by Model, Serial Number, Machine ID or Location
  • Firmware Version: List of the latest versions of firmware that your device is using
  • Toner Usage: Summary of current toner levels
  • Toner Forecasting: Forecasts toner end dates by page or date to assist in ordering toner
  • Device Installed Options: List of current hardware options installed to work with your device
  • All Meters: Summary of toner, meter and various usage counts (i.e. copy/scan/fax)
  • Maintenance Counters: Summary of device scan, tray and installed options usage counts (i.e. scans, stapling, jams, fusing, etc.)
  • Historic Event Logs: List of all device’s trouble/jam codes history by date/time and paper count
  • Historic Service Alerts: List of device’s trouble/jam code alerts data
  • Transaction History: List of the device’s activity
  • MFP Visual Report: Data collected from registered MFPs including visual image of the life status of key MFP engine components

Dashboard

MICAS online location allowing MBS to view your device or entire fleet’s status as well as data on meters, toner, alerts, agents and reports.

How Does This Impact the Customer?

Through MICAS, MBS will have real-time access to all device information, maintenance reports, toner-levels, and more.

MBS will be tracking and regulating the customers MFPs on the backend regulating performance and maintenance. MICAS will help reduce any downtime on machines, increase efficient remote services, and resolve any issues with a minimal inconvenience to our customers.

Due to this software, MBS will no longer be stocking toner. Once the MFP reaches the threshold of a certain toner percentage (usually set to 20% remaining) an order will be placed automatically, and toner will be shipped out. The customer will no longer have to call MBS to request new toner.

If your system is not already installed on MICAS please contact us so we can get you successfully set up.

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