1. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS 1 ReliaTel ® Operator Training Voice Quality Passive Quality of Service Release 4.6.0

2. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Quality of Service - Contents Overview - Quality of Service (QoS) Overview of the features that monitor and troubleshoot QoS QoS Dashboard - Center/Sub-center view What the Dashboard tells you about the health of QoS in your network Call Scatter Plot – Collector view Active and completed calls plotted on a graph to visually identify QoS by Mean Opinion Score (MOS) Live View – Collector view Graphic presentation of QoS metrics, such as MOS, latency, and loss Active Calls - Collector view Active (and completed) call details in tabular format with access to deeper levels of detail Alternative Ways to Access QoS Components Other ways to access features of this module Reports Reports generated from PQoS and Call Admission Control data 2

3. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS 3 Overview

4. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS About Voice Quality and the Voice Quality Module Quality of Service Monitoring Continuously monitors QoS within the network Dedicated to QoS monitoring only Provides insight into level of service Ranges from the enterprise level to a single call Pinpoints, within the network, where voice or video transmission has become degraded and assesses the degree of QoS impairment Alarming Degraded QoS will generate alarms Displayed in the Alarm List when generated Trending Ability to become proactive in identifying potential problems and addressing those problems before they degrade the network’s QoS 4

5. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Terminology Voice quality acronyms Quality of Service (QoS) Quality of Experience (QoE) for Microsoft ® devices Protocols RTCP – Real Time Control Protocol Provides the capability to monitor RTP (Real Time Transport Protocol) ReliaTel uses RTCP data to evaluate network QoS RTP - Real Time Transport Protocol Voice and video protocol that adds timing and sequence information to transmitted packets to ensure the correct reassembly of those packets at the target endpoint PQoS – Passive Quality of Service Non-intrusive method for collecting voice data Packets are copied to a packet capture (Pcap) device for evaluation QoS metric data generated from evaluated voice transmissions Active and completed calls 5

6. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Collectors and Entities Differentiating between a collector and an entity Differentiation is by the type of data received Collector QoS data - MOS, loss, jitter, latency – (PQoS – packet loss degradation and burst) Call detail records (Avaya devices) Transforms raw QoS data into a format usable by ReliaTel for graphs, tables, and alarms Entity Specific event faults (ex. SNMP traps) that generate alarms Performance metrics (ex. CPU usage) displayed graphically with alarm generation Combined –the same device monitors event faults/performance metrics and QoS data Which? Platform-specific Collectors – designated as ‘collectors’ - these gather QoS and CDR data Avaya RTCP Avaya CDR PQoS Entities – designated as ‘entities’ - these gather event fault/performance data and QoS data Cisco Unified Call Manager (CUCM) Microsoft Lync Alarming Alarms for collectors and entities are displayed together in the Alarm List 6

7. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Quality of Service Metrics How QoS is Evaluated MOS (mean opinion score) Industry standard scale equates voice quality to perception by the human ear Calculation - Industry standards for voice quality evaluation Good - 4 and above; Fair – 3.6 – 3.9; Poor – 3.1 – 3.8; Unacceptable - <3.1 Latency Time it takes a voice packet to traverse the network Calculation – milliseconds (MS) Jitter Excess time variation in voice packet transmission from a standard interval Calculation – milliseconds (MS) Loss Voice packets lost during transmission Calculation – percent (%) Degradation Factors Contributing factors (QoS metrics) to degraded voice quality Calculation – percent (%) Voice Packet Burst Statistics Measures the scale of packet burst on call voice quality Calculation – percent (%) 7

8. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Evaluating QoS Calls and Streams The terms ‘calls’ and ‘streams’ appear in the interface A call includes both sides of the voice transmission, between two endpoints A stream is one side of a call; the QoS evaluation is for one direction only, between endpoint 1 and endpoint 2 Source and Destination for PQoS Source and Destination metrics The metrics are for the stream as it traverses the network Each Source and Destination endpoint will have a unique SSRC SSRC stands for Synchronization Source SSRC is a unique identifier for each stream of the call Each stream can have an SSRC SSRCs are included in many of the QoS views in this module 8

9. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS 9 Center/Sub-center View of the QoS Dashboard

10. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Opening the Module from the Navigation Tree From View right-click and select Open Voice Quality All QoS collectors/entities are displayed From a center/sub-center right-click and select Open Voice Quality Only QoS collectors/entities in the center/sub-center are displayed 10

11. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Performance Dashboard Collectors/entities for multiple QoS platforms can be displayed simultaneously The default setting ‘All’ includes collectors/entities with the lowest MOS regardless of platform Ranking – lowest MOS on the left, better MOS on a continuum to the right Hover your pointer over a distinct area of the graph to view details This screen image is an example of a system monitoring all 4 platforms 11

12. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Opening the Module – Platform Specific To view PQoS voice quality metrics: 1. Select Open Voice Quality for the top level (View) or a center/sub-center. 2. Select PQoS from the drop-down list. Ranked by MOS – lowest on the left, successively better MOS to the right 12

13. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Portlets of the Voice Quality Module Portlets for RTCP, CUCM, Lync, and ‘All’; PQoS layout is different 13 User Experience QoS Alarms Endpoint QoS Performance Metrics Collector QoS Performance Metrics Worst 25% performing collectors/entities in the selected node, based on MOS. QoS alarms in the selected node by collector/entity (top) and alarm type (bottom) QoS metrics for each collector/entity in the selected node; worst 25% are listed QoS metrics for each endpoint in the selected node; worst 25% are listed

14. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Portlets of the Voice Quality Module Portlets unique to Passive QoS 14 Degradation Factors QoS metrics contributing to degraded quality of service Voice Packet Burst Statistics Graphic representation of packet burst statistics for streams monitored by the collector

15. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS User Experience Portlet 15

16. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS User Experience Portlet (con’t) Up to 25 collectors displayed Criteria: Worse 25% of all collectors/entities, by MOS, for the selected node, over the past 60 minutes Each bar represents a collector/entity within the node Each bar can include a range of MOS metrics as shown here Color scale helps to visualize call quality 16 Min MOSLevelColor 4 and aboveGood Green 3.6 – 3.9FairYellow 3.1 – 3.8PoorRed < 3.1UnacceptableMaroon Position your pointer over a bar to reveal detailed analysis of the collectors in the category Tool tip data: MOS category (quality) Collector/entity and percentage of calls in this category Average calculations for MOS, latency, loss, and jitter over the time period Calculations for latency, loss, and jitter are in milliseconds Collectors are arranged from left to right (from worst MOS to getting better but still a problem MOS)

17. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS User Experience Portlet (con’t) How are calls selected for the bar graph? Worse 25% of all calls, by MOS, are bar graph candidates 25% - predefined percentage of the all calls Scenario 1 – Its all Bad The collector/entity is monitoring QoS for 100+ calls Bad internet connections are degrading service, many calls have a low MOS Probably most if not all of the worse 25% of calls (having the lowest MOS) would be in the ‘Unacceptable’ range and would be graphed like this: Scenario 2 – Some Bad, Some Good The collector/entity is monitoring QoS for 100+ calls The internet connections within the network are good It’s quite possible that the ‘worse’ 25% of calls, by MOS, would range from a few at ‘Unacceptable’ to a majority at ‘Good’ or ‘Fair’ and would be graphed like this: 17

18. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS QoS Alarms Portlet 18

19. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS QoS Alarms Portlet Displays active and acknowledged alarms for the center/sub-center Aggregates all alarms for all collectors/entities with QoS data Alarms are not limited to the collectors/entities displayed in the User Experience portlet Number of alarms is based on the time frame Last 60 minutes - default Time frame is configurable 19 Alarms grouped by collectors/ entities Alarms grouped by QoS metrics This sample screen image is for an Avaya collector. Display is the same for all platforms.

20. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS QoS Alarms Portlet – Tool Tips Tip – Click the Expand icon to maximize the size of the QoS Alarms portlet This chart calculates the num- ber of alarms (by type), not QoS metric values Always for the center/sub-cen- ter selected All QoS metrics are displayed (Avaya RTCP, PQoS, Lync, and Cisco UCM); if not a platform metric the value is ‘0’. 20

21. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Collector QoS Performance Metrics Portlet 21

22. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Collector QoS Performance Metrics Portlet Collectors/entities in the User Experience bar graph are duplicated here Ordered by MOS; collector/entity with the lowest average MOS listed first Streams Bad streams – MOS < 3.6 (includes fair, poor, and unacceptable) Total streams – all streams monitored by the collector/entity; not limited to the bar graph of the User Experience portlet. 22

23. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Collector/Entity QoS Performance Metrics Portlet Dissimilarities in streams and MOS assessment Comparing Collector portlet to User Experience portlet 23 Total streams – 178 Bad streams – 82 MOS – 3.34 Total Streams: Collector and User Experience Same - 178 Total streams – 178 Unacceptable streams – 39 MOS – 1.52 Bad/Unacceptable Streams: Collector Portlet: Evaluates all streams having a MOS less than 3.6; no 25% limit. User Experience Portlet: Limited to the worst 25% of all streams having a MOS < 2.6. MOS: Collector Portlet: Average MOS is calculated on all streams. User Experience Portlet: Average MOS is calculated on the 25% worst streams.

24. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Endpoint QoS Performance Metrics Portlet 24

25. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Endpoint QoS Performance Metrics Portlet Worst 25 endpoints for the selected center/sub-center, based on and ranked by average MOS for the time period Bad calls (streams) = MOS < 3.6 Endpoint is associated with the collector that monitored the stream 25

26. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Degradation Factor Portlet Analyzes the impact (if any) of the listed QoS metrics on voice degradation Degradation sources tracked: Codec – Affect the codec is having on voice quality Latency – Impact of packet transmission delay from Source to Destination Loss – Voice packets lost during transmission Discard – Voice packets discarded because they arrived after packet assembly Other – Undetermined reasons for degraded voice quality 26 Roll pointer over the bar to reveal additional details Bar graph is color-coded with list of metrics

27. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Degradation Factors (details) Color-coded sections reveal details about each degradation factor 27 Other Discard Loss Latency Codec

28. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Voice Packet Burst Percent Portlet Evaluates impact of voice packet bursts, by percent, on the quality of the voice transmission Hover pointer over bar to reveal details about the burst data 28

29. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Refreshing Data in the Center/Sub-Center Dashboard How data is displayed Static – data is static; it is a point-in-time ‘snap-shot’ of QoS activity Point-in-time = when the view is opened Historical – data is historical from point-in-time backwards; default is 60 minutes In some cases default is configurable and can be lengthened – Admin task Refreshed – data can be refreshed; changes the point-in-time for the range of data Manual refresh In the interface - Refresh button ( ) As a Web page – refresh browser (F5) Automated refresh If available, select refresh interval from the drop-down list Automated refresh interval For the Center/Sub-center view automated refresh is not available Configuring the default time frame For the Center/Sub-center view the administrator can reconfigure the range of data from the default (60 minutes) to another time range This example shows the time range re-configured to 8 hours 29

30. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS 30 - Collector/Entity View - Call Scatter Plot

31. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Opening the Module from the Navigation Tree From a collector/entity right-click and select View Call Scatter Plot 31 From the Navigation tree in the Alarm List From the Navigation tree in Voice Quality

32. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS About the Scatter Plot Scatter plot is for the selected collector/entity Plot points represent streams monitored by the collector/entity Location on the graph determined by average MOS over the time period Graph segmentation is by MOS A plot point can include multiple streams within the time period 32

33. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS About the Scatter Plot – Active and Completed Calls Active and completed streams are plotted for Avaya RTCP and PQoS Hover pointer over plot point to display QoS information Stream status White circle - active stream Blue diamond - completed stream 33 Tool tips for active and completed streams

34. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Scatter Plot – Viewing Stream Details View additional details for selected plot points 1. Draw a selection box around specific plots with your pointer. 2. Click View Details. 3. View the details of each of the streams (plot points) within the selection box. Click Reset Selection to close the details and remove the selection box 34

35. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Scatter Plot – Refreshing the Data How data is displayed Static – data is static; it is a point-in-time ‘snap-shot’ of QoS activity Point-in-time = when the view is opened Historical – data is historical from point-in-time backwards; default is 60 minutes In some cases default is configurable and can be lengthened – Admin task Refreshed – data can be refreshed; changes the point-in-time for the range of data Manual refresh In the interface - Refresh button ( ) As a Web page – refresh browser (F5) Automated refresh interval Default setting – auto-refresh is off Automate refresh interval – range is 30 seconds to 1 hour Select the Down arrow, then the interval Example shows auto-refresh interval now at 5 minutes 35

36. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Scatter Plot – Other Controls: Filter Enhanced filtering feature 1. Click the Filters button and select a column from the drop-down list. Columns are platform specific – this example is for Avaya RTCP. 2. Scatter Plot is filtered automatically – note color of the Filter button. 36

37. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Scatter Plot – Time Range and Plot Density These controls enable selection of time range and plot density Scatter plot controls Max Streams (worst) The worst streams, by MOS, always take precedence Select the density of plot points from the drop-down list Range is 100 – 3,000 Default is 1,000 Range (hours) Range is from 1 to 8 hours worth of data Determines the number of hours of streams plotted on the graph End Time Selects the time up to which the plot points are displayed Default is one hour back from the end time 37

38. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Scatter Plot – Time Range and Plot Density (con’t) Max Streams (worst) Select the density of plot points from the drop-down list Range is 100 – 3,000 Plot point density - examples 38

39. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Scatter Plot – Time Range and Plot Density (con’t) Time range (in hours) drop-down list Examples 39 One Hour/1,000 streams Range – 13:00-back one hour to 12:00 Eight Hours/1,000 streams Range – 13:00-back 8 hours to 5:00

40. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Scatter Plot – Time Range and Plot Density (con’t) End time controls Examples 40 Default end time Same as the time when the scatter plot was opened Range is back one hour Specified end time Selected end time – 9:13 Range is back one hour

41. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS 41 - Collector View - Live View

42. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Live View Dashboard Opening a live view of the streams monitored by a collector 42 Alarms List navigation tree Voice Quality navigation tree

43. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Live View Dashboard Characteristics of the Live View Dashboard Six QoS graphs MOS Loss Latency Jitter Degradation Factor Voice Packet Burst Percent Two non-QoS graphs Streams Alarms Single collector (not center or sub-center) Continuous streaming of data 43

44. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Live View Dashboard (con’t) Data flow Plots data for active calls (streams) Data is continuously streaming in 30 sec. +/- intervals (not point-in-time ‘snap-shot’) If no QoS data is being received by the collector the trend lines are static 44

45. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Live View – QoS Graphs 45 MOS Avg – average MOS of all streams Min – minimum (lowest) MOS stream Vertical scale is static; segments based on industry standards. Loss, Latency, Jitter, Packet Discard, Call Burst Percent Avg – average value for all streams Max – maximum value for a stream Vertical scale is dynamic to a predefined upward bound. Values exceeding the upward bound are plotted at the top of the graph; hover pointer over plot point to see the precise value.

46. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Live View – Non-QoS Graphs 46 Streams Total – the total number of streams being monitored by the collector Poor – the number of streams with a MOS less than 3.6 Vertical scale is dynamic, registering the highest number of streams as the top boundary. Interior values are divided equally between the top boundary and zero. Alarms Active – the total number of active alarms being monitored by the collector; includes non-QoS alarms; does not include acknowledged or cleared alarms. Vertical scale is dynamic, registering the highest number of alarms as the top boundary. Interior values are divided equally between the top boundary and zero.

47. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Live View Dashboard – Other Features Hiding trend lines Plot point tool tips Pause/Continue 47 Both shownClick Avg – Min showingClick Min – Avg showing Tool tips for plot points Tool tip at the top of the graph is an example of a QoS value exceeding the upper bounds of the graph Live stream is paused for 5 minutes. At resumption 5 minutes of QoS data is back-filled in the graph.

48. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS 48 - Collector View - Active Calls

49. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Active Calls Dashboard The Active Calls dashboard provides additional details on each of the streams associated with a call. 49 Navigation tree Alarm List Navigation tree Voice Quality

50. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Viewing Call Details in the Active Calls Dashboard Single collector – dashboard displays calls for the selected collector only Calls are not aggregated for multiple collectors in this view Each row in the dashboard displays QoS data for a stream Both active and completed streams are tracked Active calls (streams) – ongoing Completed calls (streams) – retained 60 minutes prior to the time the dashboard is opened From each stream more details are available through drill-down 50

51. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Active Calls Dashboard Each stream displays transactional and QoS metrics Default columns – Avg for most metrics Optional – Max, % (percent), and Rate for transactional metrics and QoS metrics Display additional transactional and QoS metric assessments using the column selection feature 51

52. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Active Calls Dashboard From the Active Calls dashboard a more detailed view of QoS metrics This next level of detail is divided into Active calls and Completed calls Active Calls Call Live View – Displays QoS metrics in graphic format as the call is occurring Call Summary – Summarizes the QoS metrics for either the Source or Destination stream Completed Calls Call Summary - Summarizes the QoS metrics for either the Source or Destination stream of the call after the call has been completed 52

53. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Active Calls - Call Live View Live view is for a single, active stream; data feed is every 30 seconds Graphs display the Avg and Max trend lines for each of the QoS metrics (except MOS) MOS assessment – Avg and Min Min is lowest MOS for the stream 53

54. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Active Calls - Call Summary For active calls QoS metrics for the stream are limited to the data shown in this screen image; when the call is completed the metrics for the stream will expand to include more detail SSRC is the Source endpoint for the stream QoS metrics values are from Source to Destination Opposite of Avaya RTCP where metrics for endpoint1 are QoS metrics being received from endpoint2 54

55. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Completed Calls – Call Summary Call Summary for PQoS data is for a stream of the call, not both streams of the call Call Summary for a completed call displays more detailed QoS data about the stream SSRC is the Source endpoint for the stream QoS metrics values are for the stream from Source to Destination 55

56. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Active Calls – Refreshing the Data How data is displayed Data is static - it is a ‘snap-shot’ of QoS activity at a specific point-in-time Point-in-time = when the view is opened Data is historical – from point-in-time backwards; default is 60 minutes Default is configurable and can be lengthened – Admin task Data can be refreshed – changes the point-in-time for the range of data Manual refresh In the interface - Refresh button ( ) As a Web page – refresh browser (F5) Automated refresh If available, select refresh interval from the drop-down list Automated refresh interval Default setting – auto-refresh is off Automate refresh interval – range is 30 seconds to 1 hour Select the Down arrow, then the interval Example shows auto-refresh interval now at 5 minutes 56

57. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Active Calls – Using Filters Filtering Options Filter by column value Single call filter Filter by Column Value Right click on a call; hover your pointer over Filter. Filter by column value – entire Active Calls dashboard is filtered by the value in this column Add to current filter – adds an additional filtering layer Clear all filters – resets the Active Calls dashboard to its original state Filter by Call Right-click on a call record; select Filter Call. Hides all other call records in the dashboard ‘Common’ Filtering Feature Available for all data presented in table format, including Active Calls 57

58. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS 58 Alternate Ways to Access Voice Quality Components

59. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Alternate Ways to Access QoS Components From the Performance Dashboard 59

60. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS 60 Reports

61. © Copyright 2015 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. Operator Training – Release 4.6.0 Voice Quality – Passive QoS Reports – PQoS and CAC Passive Quality of Service PQoS monitoring generates data for these reports: All Call Streams Voice Quality Poorly Performing Call Streams Voice Quality by Endpoint Voice Quality by PQoS Collector Hourly Trend Daily Trend User Experience For report details see ‘Passive Quality of Service Performance Reports’ Call Admission Control If CAC is licensed data is generated for these reports: CAC Bandwidth Raw Data CAC Bandwidth Hourly CAC Bandwidth Daily CAC Bandwidth Weekly CAC Bandwidth Monthly For report details see ‘Call Admission Control Performance Reports’ 61