Investigate the Audio Quality of UM Calls in Your Organization

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Applies to: Office 365 for enterprises

If your organization is experiencing problems with the audio quality of UM calls, use the UM Call Statistics report to help you understand what's causing the problems.

Note   The audio quality of a call can be affected by factors that aren't covered in the reports. For example, if the UM server is experiencing a heavy memory load or CPU load, users may report poor call quality, even though the reports show excellent audio quality.

How do I get audio quality statistics for my organization?

  1. In the Exchange Control Panel, select Manage My Organization > Phone & Voice > UM Dial Plans.
    Note   On-premises administrators access the report from the Toolbox node of the Exchange Management Console.
  2. On the right, click Call Statistics. For detailed audio quality metrics about specific calls, see Investigate the Audio Quality of UM Calls for a User.
  3. Choose what call statistics to include in the report. The report automatically updates as you select any of the following options.
    • **Show **  Choose what type of call statistics to view:
      • **Daily (90 days) **  Select Daily to see details for all calls in the past 90 days.
      • Monthly (12 months)   Select Monthly to see a summary of calls by month for the last 12 months.
      • All   Select All to see the combined statistics for all calls received since UM started handling calls.
    • UM dial plan   If you want to limit the data in the report to only calls in a specific UM dial plan, select that dial plan.
    • UM IP gateway   If you want to limit the data in the report to only calls in a specific UM IP gateway, select that gateway. If you select a UM dial plan first, only the UM IP gateways associated with the selected UM dial plan are available in the list.
  4. To get more details about the audio quality for a row in the report, select the line and click Audio Quality Details.
    • Date and Time   The UTC date and time that the call statistics were captured.
    • UM dial plan   The dial plan for the calls included in the statistics.
    • UM IP gateway   The gateway that took the calls included in the statistics.
    • NMOS   The Network Mean Opinion Score (NMOS) score for the call. The NMOS score indicates how good the audio quality was on the call as a number on a scale from 1 to 5, with 5 being excellent.
      Note   The maximum NMOS possible for a call is dependent on the audio codec being used, and NMOS may not be available for very short calls that are less than 10 seconds long.
    • NMOS degradation   The amount of audio degradation of the NMOS score from the top value possible for the audio codec being used. For example, if the NMOS degradation value for a call was 1.2 and the NMOS reported for the call was 3.3, the maximum NMOS score for that particular call would be 4.5 (1.2 + 3.3).
    • Jitter   The average variation in the arrival of data packets for the call.
    • Packet loss   The average percentage of data packet loss for the selected call. Packet loss is an indication of the reliability of the connection.
    • Round trip   The average round-trip score, in milliseconds, for audio on the selected call. The round-trip score measures latency on the connection.
    • Burst loss duration   The average duration of packet loss during bursts of losses for the selected call.
    • Number of samples   The number of calls that were sampled to calculate the averages.
  5. When you are finished, click Close.