1. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard ReliaTel Operator Training Release 4.1.1 Voice Quality Dashboard 1 Training - Version 1.0

2. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Voice Quality (VoIP) Data VoIP data collection – levels Center General measure of the overall VoIP quality of service for your network at that node Collector Detailed analysis of individual calls VoIP data RTCP – Real Time Control Protocol Capability to monitor RTP (Real Time Transport Protocol) Protocol used to evaluate VoIP transmissions Passive QoS for other vendor collectors Alarms Alarming optional Severities – CRI, MAJ, MIN, FYI Alarming and QoS analysis Alarm List - Alarms are displayed here, with other entity alarms Voice Quality dashboard - QoS analysis is displayed in this dashboard 2

3. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Voice Quality Data (cont.) VoIP Metrics MOS (mean opinion score) Industry standard scale equating voice quality to perception by the human ear 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 Jitter Excess variation in voice packet transmission from a standard interval Loss (network loss, total loss, packet loss) Voice packets lost during transmission VoIP metric alarm rules initiated by the ReliaTel Administrator 3

4. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Center Performance Dashboard VoIP data by center 4

5. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Center Performance Dashboard Portlets User Experience by Collector MOS scores only Collectors with the worst average MOS scores QoS Alarms Counts number of active and acknowledged alarms Analyzed by: Collector Alarm type Collector QoS Performance Metrics All collectors in the selected center or subcenter included All RTCP/CDR metrics reported Bad Streams = < 3.6 MOS Endpoint QoS Performance Metrics All RTCP/CDR metrics reported Bad calls = < 3.6 MOS Maximum 25 worst-performing endpoints, based on average MOS score 5

6. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Center Performance Dashboard – Additional Info Data displayed Snapshot of the last 60 minutes Data is static Refreshing the dashboard displays another 60 minute period of data Refresh options Browser Refresh button Calls and Streams The terms ‘calls’ and ‘streams’ appear in the interface A call includes both sides of the voice transmission. This occurs between two endpoints; data is collected for both directions. A stream is one side of a call; the QoS evaluation is for one direction only, between endpoint 1 and endpoint 2. Endpoint QoS metrics The metrics displayed in the interface are for the QoS evaluation for the call being received QoS metrics reported for endpoint 1 are the metrics for the stream being received from endpoint 2. 6

7. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Center Performance Dashboard – View by Type View by options (type and device) – RTCP, PQoS, CUCM, Lync, All View by device - CUCM and Lync 7

8. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Collector – Scatter Plot Dashboard 8 Open from collector fly-out menu

9. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Call Scatter Plot Dashboard (cont.) Displays individual streams as plots on a graph Average MOS score of stream determines location on graph Stream status Active stream – circle Completed stream – diamond 9

10. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Collector – Scatter Plot with Details 10 Draw selection box and click View Details Selection box Detailed call metrics from selected box

11. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Collector – Scatter Plot with Details (cont.) Call Details table Open from Scatter Plot; QoS data in tabular format Drawing a selection box on the graph selects streams for the Call Details table Expanding the dashboard – loss of functionality In expanded state View Details button and selection boxes are hidden Call Details table cannot be opened when expanded 11

12. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Collector – Live View Dashboard for VoIP Collectors 12 Open from VoIP collector fly-out menu Note: Lync and CUCM collectors – live view not available; completed calls only

13. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Live View Dashboard – VoIP Collectors Six separate graphs Four QoS graphs MOS Latency Jitter Loss Two non-QoS graphs Total number of streams being analyzed Number of alarms Data flow Data is live; continuous streaming (not 60 minute ‘snapshot’) Plot window is approximately 18-20 minutes Single collector (not center or subcenter) Continuous streaming Buffer (Pause) Back fill when streaming resumes 13

14. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Collector – Active Calls Dashboard 14 Open from VoIP collector fly-out menu – active and completed calls Open from Lync and CUCM collectors – completed calls only

15. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Active Calls Dashboard Dashboard tracks ongoing, active calls and calls completed for VoIP collectors; omits active calls for Lync and CUCM collectors. Dashboard time period - last 60 minutes from time when dashboard was opened Each call is a single row Refresh option Ranges from Never to 60 minutes Setting automatically refreshes the data, manually refreshing is not necessary 15

16. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Active Calls Dashboard (continued) VoIP - drill down from an active or completed call record Lync and CUCM – drill down from a completed call record 16

17. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Active Calls Dashboard – Call Summary Call Summary page Top section– Call Summary Active call (VoIP) - Basic QoS metrics Completed call (VoIP/Lync/CUCM) - Expanded QoS metrics Bottom section – Call Path/Call Details Records Route (IP addresses) a call takes between endpoints 17

18. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Active Calls Dashboard – Live View – VoIP Collector Live View page Open from an active call in the Active Calls dashboard Four QoS charts MOS, Latency, Jitter, Loss Trend lines track metrics for each endpoint (not Min/Max or Max/Avg) Call Path details – measures round trip for packets 18

19. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Active Calls Dashboard Filter – VoIP Collector Call filter Active Calls dashboard shows only this call Right click on call to open Call Summary or Live View for that call Click the ‘Clear Filter’ icon to return to the full active calls display 19

20. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Printing and Saving Dashboard Graphs/Charts Printing a graph/chart Right click on the graph and select Print Chart Saving a graph/chart Right click on a graph and select a file format Live View charts cannot be saved 20

21. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Dashboard Management Techniques Opening center and collector views Left-click – tab replacement Right-click – opens new tab, existing tab(s) still displayed Tab management Close tab Save tab Open tab in new browser window Additional management techniques (for tables) Split-column menu Filter (upper right corner of window) 21

22. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Drill-down Techniques from Performance Dashboard From the Collector QoS portlet 22 Left-click – VoIP/Lync/CUCM Right-click – VoIP – as shown Right-click – Lync/CUCM – Scatter Plot only

23. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Drill-down Options from the Performance Dashboard From the Endpoint QoS portlet 23 Left-click: Endpoint Scatter PlotLeft-click: Collector Scatter Plot

24. © Copyright 2013 TONE SOFTWARE CORPORATION. Confidential and Proprietary. All rights reserved. ® Operator Training – Release 4.1.1 Voice Quality Dashboard Drill-down Options from the Performance Dashboard From the Endpoint QoS portlet Scatter Plot – VoIP/Lync/CUCM Live View and Traceroute - VoIP collectors only 24 Right-click: Source Endpoint menu Right-click: Collector