MAF ICIMS. Call Quality Monitoring and SIP Capacity Planning

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1 MAF ICIMS Call Quality Monitoring and SIP Capacity Planning

2 Clear visibility of call quality and capacity planning is not a nice to have but an essential element to the successful deployment and ongoing use of any Skype for Business installation. MAF ICIMS delivers comprehensive reports, monitors, dashboards and system alerts which will assist organizations in delivering the highest level of service. Overview This document focuses on the features of MAF ICIMS that can assist organisations specifically around the areas of call quality and capacity planning. However, the general reporting and monitoring capabilities of MAF ICIMS covers all aspects of Skype for Business usage. It delivers business critical information around user adoption, employee productivity and call costs including call billing. MAF ICIMS takes both quality and SIP trunk information from CDR s (Call Detail Records) generated by Skype for Business, gateways and SBC s. The Dashboard shows a snapshot of system performance, it is configurable to individual user requirements ensuring the relevance of the information displayed. Although not real time the dashboard is updated approximately every 60 seconds. The System Monitor and Quality Index gives an overall view of Call Quality for a defined date range including the ability to define your own criteria for Good and Poor-quality calls. The Call Quality Map gives comprehensive device and quality details for individual calls. At the heart of MAF ICIMS is the powerful and user defined reporting. Reports are generated either using the canned reports or built by users defining the report format with the Report Designer and filtering using the Report Builder. All reports can be scheduled to run automatically, saved as templates or ran on an ad-hoc basis. Because of this flexibility in reporting your options are literally endless which ensures the relevance of the reports. 2 P a g e

3 Quality DASHBOARDS: Call Details The fields shown are Extension, Employee, Time, Ring time, Duration, Direction, Dialed Number / CLID (Calling Line Identification), Destination and Quality. The call quality is defined by the Microsoft identifier of either Good or Poor quality, all poor quality calls are highlighted in red. The final column shows the icon which will open the Call Quality Map for the selected call, details of this can be seen later in this document. Mean Opinion Score This gives a view of number of calls with a given MOS criteria: Bad, Poor, Fair, Good or Excellent. Clicking on the key at the right of the chart will deselect that MOS criteria from the chart. A filter can be applied directly allowing a choice of Gateway(s) or SBC(s). 3 P a g e

4 A full report can be generated directly from the MOS dashboard. This will show the individual call information for a selected MOS criteria for that day. The fields displayed on the report are Extension, Employee, Time, Gateway, Direction, Dialed number, Destination and MOS. Client Types This gives a view of the volumes of the different client types that are being used to access Skype for Business. Examples of client type are the Lync Client, iphone, ipad, Windows phone and many others. Filters can be applied directly on Organization and Level (This selects the Organizational Unit criteria). Quality Trend This gives a view of both the average Mean Opinion Score (MOS) and the call rating (Good / Poor) in hourly intervals throughout the day. Filters can be applied for specific Gateways or SBC s, Subnets, Org. Unit and Service Type (Voice, Video and App Sharing) 4 P a g e

5 Subnet Quality This gives a view of volumes of daily call quality for subnets based on the Microsoft call quality grading of good and poor quality calls. Filters can be applied directly on Subnets and Subnet locations. Top Diagnostic ID Failures This gives a view of volumes of the top daily call failure ID s for Skype for Business. Clicking on the key on the right of the chart will deselect that Diagnostic ID from the chart. Filters can be applied directly on Gateways and call Direction. 5 P a g e

6 SYSTEM MONITORS: The System Monitors give a clear overview of system performance showing Modality (User Adoption), Consumption and Call Quality information. Users can define the date range to be displayed in monitor and further filters can be applied at organizational level. The Quality system monitor shows total number of good quality calls and poor quality calls. The sources monitor will show the average call quality based on MOS, multiple data sources can be seen on this screen side by side typical used in a hybrid environment where comparisons can be made between SfB on-prem and on-line. QUALITY INDEX MAP: The Quality Index Map allows users to view call quality for a defined date range. In addition to the MS methodology of rating calls as being Good or Poor quality there is the ability for users to define the values of the parameters which constitute a Good or Poor quality call. This results in increased flexibility when viewing Good and Poor quality calls as different organizations may have specific requirements which differ from the MS definitions. It is then possible to view side by side standard (MS) Quality vs. Computed Quality which allows for quick identification of discrepancies. 6 P a g e

7 The filters will default to values defined by MS giving users the baseline to make required adjustments. Once values have been specified the computed quality rating can be seen alongside the MS quality for direct comparison of individual calls. 7 P a g e

8 In Lync 2013 MS changed how they classify poor calls in QoE supporting classifying poor calls for audio, video and application sharing. The same classification in Skype for Business The conditions used by MS to classify poor calls which are displayed is the Call Quality Index are shown in the 3 tables below. The poor call flag is set if one or more the conditions are met. Column in AudioStream Table Condition Explanation DegradationAvg > 1.0 Network MOS Degradation for the whole call. This metric shows the amount the Network MOS was reduced because of jitter and packet loss RoundTrip > 500 Round trip time PacketLossRate > 0.1 The packet loss rate JitterInterArrival > 30 Average network jitter RatioConcealedSamplesAvg > 0.07 Average ratio of concealed samples generated by audio healing to typical samples Column in VideoStream Table Condition Explanation VideoPostFECPLR > 0.1 The packet loss rate after forward error correction has been applied VideoLocalFrameLossPercentageAvg > 10 The percentage of total video frames that are lost RecvFrameRateAverage < 7 Average video frame rate used by the receiver LowFrameRateCallPercent > 10 Percentage of the call below the low frame rate threshold VideoPacketLossRate > 0.1 The packet loss rate InboundVideoFrameRateAvg < 7 The average video frame rate received during the call OutboundVideoFrameRateAvg < 7 The average video frame rate sent during the call DynamicCapabilityPercent > 10 Percentage of the call where the client experienced high CPU load when processing video 8 P a g e

9 Column in AppSharingStream Table Condition Explanation SpoiledTilePercentTotal > 36 RDPTileProcessingLatencyAverage > 400 RelativeOneWayAverage > 1.75 This value is the percentage of the content from the sharer that did not reach the viewer. Content may be discarded (or spoiled) when the sharer discards tiles from the graphics source or the ASMCU tiles discards tiles from Sharer respectively. Acceptable value of the average RDP tile processing latency in the AS Conferencing Server over the duration of the viewing session Optimal value for the relative one-way delay between the two media endpoints involved in the application sharing. This is a single-hop latency measure CALL QUALITY MAP: The Call Detail Monitor shows device, quality and trace routs details for an individual call. The monitor displays Call from and Call to details including Name, Title, Org unit, Ext, Client type and Location. There is an overview of the call including Service type (Audio, Video, Conf, IM), Time of call, Ring time, Call duration, Call type (Completed or Abandoned), Quality rating (Poor or Good) and Disconnection details. The Map shows the geographical location of the legs of the call. Network details show Gateway, Network MOS, Avg. net MOS degradation, Avg. Jitter, Packets lost, Audio round trip and Ratio concealed samples avg. The Devices tab shows From and To information on Client type, Client version, Connection type, VPN, Endpoint, IP Address, Reflexive IP Address, Subnet, Capture device and Render Device and Audio codec. Switching to the Quality tab on the monitor it is possible to see more quality details on the call including; Conv. MOS, Network MOS, Min net MOS, Avg. net MOS degradation, Max net MOS degradation, Avg. Jitter, Max Jitter, Packets lost, Audio round trip, Ratio concealed samples avg. From and To information can be seen on Listen MOS and Send MOS. The call type will define the call quality fields displayed, for example a video call will also include video relevant quality fields. The Trace Route tab displays the call hops around the network showing IP Address and Round Trip details. 9 P a g e

10 The devices tab includes details on connection type and capture devices which can be used to identify potential route cause of quality issues. Audio call quality fields can be seen in the quality tab. 10 P a g e

11 Video calls will have additional fields included in the Quality tab. CONFERENCE CALL QUALITY: Using the Conference Call Map it is possible to select the Quality tab to give a snap shot view of selected conference call participants and the associated call quality grading. From here it is possible to click on the selected leg which will open the Call Quality Map for detailed information. 11 P a g e

12 USER MAP CALL QUALITY SUMMARY Within the User Map it is possible to see an individual s call quality for a specified date range. This shows the average MOS score and more than one data source can be viewed which is beneficial when a hybrid on-prem / on-line SfB deployment is used or where an organization is transitioning between on-prem and on-line. ALARMS It is possible to use the alarms to instantly deliver a notification when a call quality issue arises. Because MAF ICIMS is CDR based alerts are generated immediately after a call is terminated no notification is given whilst a call is in progress. The two thresholds that are quality related and will trigger an alert are MOS (Mean Opinion Score) equal to or less than a user defined score or a specified Diagnostic ID. When an alert is triggered an is delivered to one or many recipients making MAF ICIMS an ideal to pro-actively trouble shoot quality issues. 12 P a g e

13 QUALITY REPORT EXAMPLES: The flexibility of the reporting in MAF ICIMS means that you can define and build any number of variants in your reports. Below are examples of summary and detailed quality based reports. CALL QUALITY FOR SELETED LOCATIONS CLIENT DEAILS 13 P a g e

14 POOR vs. GOOD ERROR CALLS 14 P a g e

15 SUBNET GOOD QUALITY CALLS VIDEO QUALITY MOS BETWEEN 3.5 and P a g e

16 Capacity Planning DASHBOARDS: Gateways Summary This gives a view of the total Number of calls for Gateways or SBC s. Filters can be applied directly on to the dashboard on Dialed numbers, specific Gateways and call Direction. Call Statistics This gives a view of the total Number of calls for different directions: Outgoing, Incoming and Local (Internal). Filters can be applied directly on Extensions, Employees, Organization, Level (This selects the Organizational Unit criteria), Gateways / SBC s and Federated calls. 16 P a g e

17 Top Destinations This gives a view of the total Number of calls to different destinations. The destinations are taken from the MAF ICIMS phone directory which is preloaded with this information. Filters can be applied directly on Extensions, Employees, Organization, Level (This selects the Organizational Unit criteria), Phones (Location), Phone groups (Directory groups) and general filter can be either Phones or Groups. Call Distribution by Location This displays a heat map of calls where the larger the red dot the larger call volumes. Filters can be applied directly on Extensions, Employees, Organization, Level (This selects the Organizational Unit criteria), Gateways / SBC s, Regions and call Direction. 17 P a g e

18 Conference Statistics This gives a view of volumes of Voice and Video Conferences in hourly intervals on the selected day. Peak Traffic This gives a view of volumes of Max concurrent calls through Gateway(s) or SBC(s) in hourly intervals through the day. A full report can be generated directly from the dashboard. This will show in a chart the Peak number of concurrent calls and the average call duration in a chart with 5 minute intervals. This information is also displayed in a table displaying Time (5 minute intervals), Started calls, Ended calls, Avg. call duration, Peak and Peak time. The Gateway or SBC is selected for the report by moussing over the relevant area on the chart and clicking. An example report can be seen below. 18 P a g e

19 REPORTS The flexibility of the reporting in MAF ICIMS means that you can define and build any number of variants in your reports. Below are examples of canned reports to assist in capacity planning specifically around trunk utilization. 19 P a g e

20 Peak Traffic by Gateway Sizing by Gateway 20 P a g e

21 About MAF InfoCom Formed in 2000, MAF InfoCom is a leading innovative technology provider with almost 20 years experience in delivering solutions for Monitoring, Analytics, Reporting and Recording of telephony and Unified Communications, Call Management, Billing & Call Accounting. We serve tens of thousands customers around the globe, in a large variety of branches. We have installations in over 50 countries ranging from SME s to multi-national global enterprises. In Europe MAF InfoCom is the largest provider of UC reporting solutions. With the market trend towards Unified Communications we expand our sales across the globe rapidly. Our solutions work with every major (IP)PBX and UC manufacturer platform. Our solutions are offered from the Cloud, On-Premises and Partner Hosted to enable our customers and partners to choose the best model for their needs.. Monitoring, Analytics, Reporting and Recording for Unified Communications. European Headquarters Comeniusstraat 2a 1817 MS ALKMAAR The Netherlands T: E: info@mafinfo.com 21 P a g e