1. Call quality management for Skype for Business and Microsoft Teams
BRK2010
Call quality management for Skype for Business and Microsoft Teams
Troy Funk
Senior Program Manager
William Looney
Principal Program Manger
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2. 3 key take-aways Same tools for Teams and SfB Online
Use Call Analytics for help desk and individual users calls and Call Quality Dashboard for groups of calls
Both need your subnet to location data to locate the users
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3. Agenda What is Call Quality Management and why does it matter?
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Agenda
What is Call Quality Management and why does it matter?
What tools are available for Microsoft Teams and Skype for Business?
What is Call Analytics and what can I use it for?
What is Call Quality Dashboard and what can I use it for?
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4. Call Quality Management
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Call Quality Management
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5. What is Call Quality Management?
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What is Call Quality Management?
Proactive
As you prepare for rolling out voice you take actions to ensure your employees are getting a high quality experience when they are on your corporate network.
As part of a continuous improvement in the operate phase of a deployment.
Reactive
As you respond to poor quality that you discovery or is reported to you.
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6. Call Quality Tools 5/15/2018 12:55 AM
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7. Call Quality Management Tool Overview
Microsoft Ignite 2016
5/15/ :55 AM
Call Quality Management Tool Overview
Microsoft Teams
Skype for Business in M365
Call Quality Dashboard
Call Analytics
Call Data Access
Network Assessment Tool
Skype for Business
Server 2015
Monitoring Server Reports
Call Quality Dasboard 1.0
IT Pro Tool partners
Offer rich set of solutions for Skype for Business in M365, on-premise and Teams (check out BRK3379 session)
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8. Which Tool for which persona
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Which Tool for which persona
Tool
Persona
Questions it can be used to answer
Reactive
Call Analytics
Helpdesk, Tenant Admin
What was wrong with a call?
Has a user been having good calls?
Call Data Access
ISV, Tenant Admin
How can I get access to the raw data about a call?
How can I integrate call data with other data sources?
Proactive
Call Quality Dashboard
Tenant Admin
Which sites are having great experiences?
Are my users having issues connecting from inside my corporate network?
Network Assessment Tool
Is my network connectivity to M365 ready for Microsoft Teams and Skype for Business Online call quality?
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9. 5/15/ :55 AM
Call Analytics
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10. Meet Mark He just got off a Skype meeting that was terrible
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Meet Mark
He just got off a Skype meeting that was terrible
This happens to him periodically and he is finally going to complain to his IT department
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11. Empower your help desk 5/15/2018 12:55 AM
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12. Call Analytics You can search for a specific users calls/meetings
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Call Analytics
You can search for a specific users calls/meetings
30 days of calls/meetings are stored – data is accessible within 15 minutes
Audio streams are classified as Poor based on the same metrics used in CQD
Accessible from:
Data is organized by call component
Device
System
Connection
Network
Audio capture/render (e.g. Headset, Phone)
PC and client
Type of connection
Data on quality of connection and network
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13. 5/15/ :55 AM
Subnet mapping
Tenant admin’s can use the same subnet map files created for CQD to tie subnet IPs to a physical location
Users will then display their physical location
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14. Permissions You can delegate permissions to security groups
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Permissions
You can delegate permissions to security groups
Tier 1 – user names are obfuscated except for the user searched for, Advanced and Debug tabs are hidden
Tier 2 – can see all information
Admin – can upload a site map and change permissions
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15. Call Analytics Demo time!
Microsoft Ignite 2016
5/15/ :55 AM
Call Analytics Demo time!
Troy Funk
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16. Call Quality Dashboard
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Call Quality Dashboard
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17. Microsoft Ignite 2016
5/15/ :55 AM
“Which of my branch offices are having network issues? And how do they compare to main office?” “Has performance on WiFi gotten better after rolling out new infrastructure? “How are users rating their call experiences?” “How many sessions are happening outside my corporate network? And is it trending up?
© 2016 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

18. Key concepts in CQD – Dimensions & Measures
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Key concepts in CQD – Dimensions & Measures
CQD is based on a data cube which uses:
Dimensions – Descriptive category about the data such as date
Measures – Fact or number such count of poor calls
Filters – Data to include/exclude
“Show me number of poor calls by building for the past month”
Measure
Dimension
Filter
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19. Call Quality Dashboard
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Call Quality Dashboard
Single page dashboard that provides at a glance view monthly and daily trends for call quality
Detailed customizable reports with in-place live report editing
Integrates tenant subnet to building data to provide location based insights
271 dimensions over 121 measures of call quality and reliability for audio, video and application sharing
Includes end user ratings of calls
Service is hosted in Azure region based on your where your tenant is homed (NOAM, EMEA, APAC)
Supports Microsoft Teams and SfB Online calls
Currently only accessible by Skype for Business Tenant Admin role
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

20. How to select which product data to view
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How to select which product data to view
Summary reports have a Product Filter to select product
Detailed reports can use isTeams filter to select product
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21. Location Enhanced Reports
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Location Enhanced Reports
Built-in reports that make it easy to look at network performance sliced by buildings
Includes detailed information about wireless technology used (channels, radio technology and drivers)
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22. Subnet to Building mapping data
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Subnet to Building mapping data
Core concept in CQD is being able to segment data by calls happening inside your network versus those happening outside
Grouping calls by buildings/sites with common infrastructure often leads to actionable insights
Without this, data all calls are marked as external.
You won’t be able tell if a call was from
home vs office network
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23. Subnet to Building mapping data
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Subnet to Building mapping data
Data uploaded to CQD via UI in the form of a .TSV or .CSV file
Can set date/time range for the data to apply
Processing time to apply new mappings depends on date range and size of data
Strings are user defined (except for Network and NetworkRange)
Column Name
Data type
Example
Network
String
NetworkName
USA/Seattle/SEA-1
NetworkRange
Number 26
BuildingName
SEATTLE-SEA-1
OwnershipType
Contoso
BuildingType
IT Managed
BuildingOfficeType
Engineering
City
Seattle
ZipCode
98001
Country US
State WA
Region
MSUS
InsideCorp
Bool 1
ExpressRoute
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24. 5/15/ :55 AM
My Advisor
To help customers learn how to best use CQD to manage call quality sets of videos and training materials have been published to:
Getting started
Understanding core CQD concepts
Using CQD to solve real-world customer issues
Set of custom reports to use as best practice
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25. CQD Demo time! William L Looney Microsoft Ignite 2016
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26. Data Access & Network Assessment Tool
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Data Access & Network Assessment Tool
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27. Skype for Business only
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Get-CsUserSession
Able to look up QoE/CDR data about individual users call details via PowerShell
PowerShell:
Get-CsUserSession -User -StartDate "07/1/2016“
Skype for Business only
We are planning on providing API access to Skype for Business & Teams call data.
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

28. Network Assessment Tool
5/15/ :55 AM
Network Assessment Tool
Simple to run command-line tool to test if network connection to M365 meets performance targets for Teams and Skype for Business Online.
Verifies:
Packet loss, jitter, delay and reorder to Microsoft Network
Connectivity to Teams IP addresses and ports used for media (coming soon)
Targets:
Tool:
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

29. 5/15/ :55 AM
Summary
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30. 3 key take-aways Same tools for Teams and SfB Online
Use Call Analytics for help desk and individual users calls and Call Quality Dashboard for groups of calls
Both need your subnet to location data to locate the users
© Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

31. 5/15/ :55 AM
Useful Links
Call Analytics:
CQD:
CQD dimensions and measures:
Network Performance Targets:
Network Assessment Tool:
My Advisor:
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32. 5/15/ :55 AM
Q & A
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5/15/2018
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