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Investigate the Audio Quality of UM Calls for a User

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Applies to: Office 365 for enterprises

If a user reports problems with the audio quality of their UM calls, use the User Call Logs 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 call logs for a UM-enabled user?

  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 User Call Logs.
  3. Click Select a user, and then select a user to display the call logs.
  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 date and time of the call, in the time zone that the selected user has set in Outlook Web App.
    • User   The selected user.
    • UM dial plan   The dial plan for the call.
    • UM IP gateway   The gateway that was used for the call.
    • Audio codec   The audio codec used during the call.
    • 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 depends 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.
  5. When you are finished, click Close.