使用呼叫分析排查通话质量不佳的问题Use call analytics to troubleshoot poor call quality

本文介绍如何使用呼叫分析来排查单个用户的Microsoft Teams呼叫或会议质量不佳的问题(如果你是 Teams 管理员或 Teams 通信支持专家或工程师)。This article explains how to use call analytics to troubleshoot poor Microsoft Teams call or meeting quality for individual users if you're a Teams admin or a Teams communications support specialist or engineer.

调用分析权限Call Analytics permissions

本文假定你已设置呼叫分析。This article assumes that you've already set up call analytics. 如果没有,请阅读为 Teams设置呼叫Teams。If you haven't, read Set up call analytics for Teams.

调用分析简介Introduction to call analytics

呼叫分析显示有关Teams帐户中每个用户的通话和Office 365的详细信息。Call analytics shows detailed information about Teams calls and meetings for each user in your Office 365 account. 它包括有关设备、网络、连接和呼叫质量的信息 (其中任何一项都可能是导致呼叫或会议质量不佳) 。It includes information about devices, networks, connectivity, and call quality (any of these can be a factor in poor call or meeting quality). 如果上载建筑物、网站和租户信息,则每次呼叫和会议也会显示此信息。If you upload building, site, and tenant information, this information will also be shown for each call and meeting. 使用呼叫分析帮助您找出用户通话或会议体验不佳的原因。Use call analytics to help you figure out why a user had a poor call or meeting experience.

呼叫分析显示呼叫或会议的每一段 - 例如,从一个参与者到另一个参与者。Call analytics shows you each leg of a call or meeting - for example, from one participant to a second participant. 通过分析这些详细信息,Teams管理员可以隔离问题区域并确定质量不佳的根本原因。By analyzing these details, a Teams admin can isolate problem areas and identify the root cause for poor quality.

作为Teams管理员,你可以完全访问每个用户的所有呼叫分析数据。As the Teams admin, you get full access to all call analytics data for each user. 此外,还可以为Azure Active Directory人员分配其他角色。In addition, you can assign Azure Active Directory roles to support staff. 若要详细了解这些角色,请阅读 授予支持和支持人员的权限To learn more about these roles, read Give permission to support and helpdesk staff. 请勿错过下面的每个Teams角色的作用是什么?Don't miss What does each Teams Support role do? below.

在何处查找按用户调用分析Where to find per-user call analytics

若要查看用户的所有呼叫信息和数据,请转到 Teams管理中心To see all call information and data for a user, go to the Teams admin center. "用户"下,选择一个用户,然后打开&个人资料页上的"会议"选项卡。Under Users, select a user and then open the Meetings & Calls tab on the user's profile page. 可在此处找到该用户过去 30 天的所有呼叫和会议。Here you'll find all calls and meetings for that user for the last 30 days.

所有分析用户数据的屏幕截图

若要获取有关给定会话的其他信息,包括详细的媒体和网络统计信息,请单击会话以查看详细信息。To get additional information about a given session, including detailed media and networking statistics, click a session to see the details.

调用分析用户会话数据的屏幕截图

每个支持Teams的作用是什么?What does each Teams Support role do?

1 层 Teams通信支持 (专家) 处理基本呼叫质量问题。The Teams communications support specialist (Tier 1 support) handles basic call-quality problems. 它们不调查会议问题。They don't investigate issues with meetings. 相反,他们收集相关信息,然后上报给通信支持工程师。Instead, they collect related information and then escalate to a communications support engineer.

2 层Teams通信 (工程师在详细的呼叫日志中) 信息,这些日志与 Teams支持专家隐藏。The Teams communications support engineer (Tier 2 support) sees information in detailed call logs that are hidden from the Teams communications support specialist. 下表列出了每个通信支持角色Teams的信息。The table below lists the information available to each Teams communication support role.

下表显示了每个通信支持角色可用的每用户信息。The following table tells you what per-user information is available for each communications support role.

活动Activity 信息Information 通信内容What the communications
支持 专家 参阅support specialist sees
通信内容What the communications
支持 工程师 看到support engineer sees
呼叫Calls 呼叫者姓名Caller name 仅代理搜索的用户的名称。Only the name of the user for whom the agent searched. 用户名。User name.
收件人姓名Recipient name 显示为内部用户或外部用户。Shows as Internal User or External User. 收件人姓名。Recipient name.
主叫方电话号码Caller phone number 除最后三位数字外的全部电话号码都使用星号符号进行模糊处理。Entire phone number except last three digits are obfuscated with asterisk symbols. 例如,15552823 * * * 。For example, 15552823***. 除最后三位数字外的全部电话号码都使用星号符号进行模糊处理。Entire phone number except last three digits are obfuscated with asterisk symbols. 例如,15552823 * * * 。For example, 15552823***.
收件人电话号码Recipient phone number 除最后三位数字外的全部电话号码都使用星号符号进行模糊处理。Entire phone number except last three digits are obfuscated with asterisk symbols. 例如,15552823 * * * 。For example, 15552823***. 除最后三位数字外的全部电话号码都使用星号符号进行模糊处理。Entire phone number except last three digits are obfuscated with asterisk symbols. 例如,15552823 * * * 。For example, 15552823***.
呼叫详细信息 >"高级" 选项卡Call Details > Advanced tab 未显示信息。Information not shown. 显示的所有详细信息,例如设备名称、IP 地址、子网映射等。All details shown, such as device names, IP address, subnet mapping, and more.
呼叫详细信息 >高级 >"调试" 选项卡Call Details > Advanced > Debug tab 未显示信息。Information not shown. 显示的所有详细信息,例如 DNS 后缀和 SSID。All details shown, such as DNS suffix and SSID.
会议Meetings 参与者姓名Participant names 仅代理搜索的用户的名称。Only the name of the user for whom the agent searched. 标识为内部用户或外部用户的其他参与者。Other participants identified as Internal User or External User. 显示的所有名称。All names shown.
参与者计数Participant count 参与者数。Number of participants. 参与者数。Number of participants.
会话详细信息Session details 显示异常的会话详细信息。Session details shown with exceptions. 只显示代理搜索的用户名。Only the name of the user for whom the agent searched is shown. 标识为内部用户或外部用户的其他参与者。Other participants identified as Internal User or External User. 电话号码的最后三位数字,用星号符号进行模糊处理。Last three digits of telephone number obfuscated with asterisk symbols. 显示会话详细信息。Session details shown. 显示用户名和会话详细信息。User names and session details shown. 电话号码的最后三位数字,用星号符号进行模糊处理。Last three digits of telephone number obfuscated with asterisk symbols.

排查用户呼叫质量问题Troubleshoot user call quality problems

  1. 打开 Teams 管理 () ,然后使用 Teams https://admin.teams.microsoft.com 通信支持或Teams管理员凭据登录。Open the Teams admin center (https://admin.teams.microsoft.com) and sign in with your Teams communications support or Teams admin credentials.

  2. 仪表板 上的"用户 搜索"中,开始键入要排查其呼叫问题的用户的姓名或 SIP 地址,或选择"查看用户"以查看用户列表。On the Dashboard, in User Search, start typing either the name or SIP address of the user whose calls you want to troubleshoot, or select View users to see a list of users.

  3. 从列表中选择用户。Select the user from the list.

  4. 选择 "呼叫 历史记录",然后选择要排除故障的呼叫或会议。Select Call history, and then select the call or meeting that you want to troubleshoot.

  5. 选择" 高级" 选项卡,然后查找指示通话质量不佳或连接问题的黄色和红色项目。Select the Advanced tab, and then look for yellow and red items which indicate poor call quality or connection problems.

    在每个呼叫或会议会话详细信息中,次要问题以黄色显示。In the session details for each call or meeting, minor issues appear in yellow. 如果某些内容为黄色,则超出正常范围,并且可能导致问题,但不太可能是问题的主要原因。If something is yellow, it's outside of normal range, and it may be contributing to the problem, but it's unlikely to be the main cause of the problem. 如果某些内容为红色,则这是一个严重问题,这很可能是导致此会话通话质量差的主要原因。If something is red, it's a significant problem, and it's likely the main cause of the poor call quality for this session.

在极少数情况下,未收到音频会话的体验质量数据。In rare cases, Quality of Experience data isn't received for audio sessions. 这通常是由丢弃的调用或与客户端的连接终止导致的。Often this is caused by the a dropped call or when the connection with the client terminates. 发生这种情况时,会话分级 不可用When this occurs, the session rating is unavailable.

对于具有 QoE (用户体验质量) 音频会话,下表描述了将会话限定为差 的关键问题For audio sessions that do have Quality of Experience (QoE) data, the following table describes major issues that qualify a session as poor.

问题Issue 区域Area 说明Description
呼叫设置Call setup 会话Session 错误代码 Ms-diag 20-29 指示调用设置失败。The error code Ms-diag 20-29 indicates the call setup failed. 用户无法加入呼叫或会议。The user couldn't join the call or meeting.
被分类为差的音频网络通话Audio network classified poor call 会话Session 遇到数据包 (抖动、NMOS 降级、RTT 或隐藏比率等网络质量问题) 问题。Network quality issues (such as packet loss, jitter, NMOS degradation, RTT, or concealed ratio) were encountered.
设备无法正常工作Device not functioning DeviceDevice 设备无法正常工作。A device isn't functioning correctly. 设备不正常运行的比率包括:Device not functioning ratios are:

DeviceRenderNotFunctioningEventRatio >= 0.005DeviceRenderNotFunctioningEventRatio >= 0.005
DeviceCaptureNotFunctioningEventRatio >= 0.005DeviceCaptureNotFunctioningEventRatio >= 0.005

设置按用户调用分析Set up per-user call analytics