Emergency Alert - Why do your CEO’s Microsoft Teams Calls Keep Dropping
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The document discusses the challenges and solutions related to call quality issues in Microsoft Teams, particularly for executives working remotely. It emphasizes the need for end-to-end visibility and actionable insights to address call performance problems, leveraging detailed metrics and analytics. The document also highlights the business value of reducing IT troubleshooting time and improving user experience through effective call quality management.
Emergency Alert - Why do your CEO’s Microsoft Teams Calls Keep Dropping
- 1. Actionable Insights Your CEO’s Teams Calls Are STILL Dropping VP of Products & Innovation BEN MENESI Managing Director, North America CARL BAUMANN Call Quality Troubleshooting Senior Solutions Architect DOUG DAVIS
- 2. Agenda 1 Microsoft Teams Calls: the Executive’s journey 2 Challenges with Teams Call Quality Troubleshooting 3 Webinar Poll: How Long Does Troubleshooting Take? 4 Real World Examples of Executive Escalations 5 Call Quality Troubleshooting Demonstration 6 Q&A
- 3. How you troubleshoot call quality today… Bad Teams Call Ticket Opened 5 minutes 30 minutes 1st reach Attempt 60 minutes 2nd reach Attempt ESCALATION to Network & Desktop Support 90 minutes 2 hours CQD Analytics Review 1 day 3rd reach Attempt 2 days Review Logs from Desktop and Network Support Request ISP Network Logs 3 days 4 days Exec Returns Call … Logs are gone Executive
- 4. Teams Call Quality Troubleshooting - Blame Game Whose Fault Is It Anyway ? Trouble Ticket Assigned ? ? ? ?
- 5. Teams Call Quality Troubleshooting - Blame Game Whose Fault Is It Anyway ? Trouble Ticket Assigned Network Support External ISP Desktop Support Support Escalations 4 segments Problem areas to research and analyze 100+ Different possibilities impacting call quality 10+ logs To review and inspect for different issues Microsoft Cloud
- 6. Webinar Poll: Teams Call Quality Troubleshooting How Long Does It Take YOU? Place your vote on the Average Time to complete analysis and troubleshooting for Call Quality issues root cause …
- 7. IT Challenges for Call Quality Troubleshooting Call quality issues are rampant due to work from home requirements. Enterprise organizations are trusting Teams Voice to replace PBX’s and other VoIP systems. No historic data stored to perform background research Unable to monitor end-to-end performance for Calls / Meetings Lack of visibility for Remote / Home Office user experience Legacy monitoring tools designed for Business Offices Support escalations come from Executives who need answers fast.
- 8. Transforming Hidden Data Actionable Insights
- 9. End-to-End Visibility for Teams Voice Performance Call Quality Troubleshooting leverage detailed metrics to perform root cause analysis quickly +100 Reports and Dashboards for Endpoint Performance Monitoring Transforming Hidden Data into Actionable Insights Spotlight Poor Network Performance proactively identify users with ISP routing anomalies or poor performance from Home Office Wi-Fi Increase Productivity quickly remediate call quality issues to improve the user experience Monitor Endpoint Device Performance identify legacy hardware that requires upgrade or additional memory
- 10. EXAM PLE SCENARIO Users rarely works from home New VPN Software A new VPN solution was recently deployed Single User Complaints coming in from just this one user Consistently poor Teams calls reported by executive The Office Bad Performance During Calls / Meetings Executive always works at the office Consistent complaints IT ships new computer with 33GB of RAM Issues continue Physical Office OfficeExpert EPM Findings
- 11. EXAM PLE SCENARIO Working from remote office or hotels New Computer 1-month old with recent upgrade to M365 New on Teams Little experience with Microsoft Teams Different Experiences During Travel Work from anywhere – a parked car? Struggling with Teams for Calls at the office Experiences voice Jitter on half of her calls Using VIDEO during calls will freeze up Teams session Computer is up-to-date with all latest Microsoft patches Office network is well configured and has decent speed OfficeExpert EPM Findings Traveling Exec
- 12. EXAM PLE SCENARIO Older office building with legacy network Inconsistent UX Different users experience poor performance regardless of their location Multiple Users Complaints coming in from multiple users Poor Performance During Peak Business Hours Laptops running in slow motion Unreliable Performance During Calls / Meetings from the Office 25% of users report bad performance during Teams calls Network and bandwidth analysis show decent speed Recently updated security software Satellite Office OfficeExpert EPM Findings
- 13. Common Causes For Teams Call Quality Issues Legacy Hardware Background Processes Network Routing Issues Overloaded CPU Insufficient Memory Old Wireless Card Virus Scanning Too Many Apps Open Rogue Webpage Scripts VPN Routing Anomalies Slow ISP Performance Legacy Home Networks
- 15. Business Value Summary Reduced IT support time for call quality troubleshooting based on full visibility of user endpoint performance Easy to Deploy SaaS Solution 1 2 3 No IT infrastructure to purchase Simple Web UI and API integration Secure data storage for analytics Improves adoption of Teams Voice by enabling fast remediation for any call quality issues Accelerate ROI for Microsoft 365 by driving advanced functionality in Teams for improved collaboration Actionable Insights for Teams Voice Deployments
- 16. Next Steps www.panagenda.com BROCHURES CASE STUDIES WEBINARS DEMOS DATA SHEETS Offering free 30-day production pilot ** REGISTER Today!!! Signup for a call quality assessment workshop Start gathering your endpoint performance data now Actionable Insights for Call Quality Troubleshooting ** minimum 1,000 seats
- 17. Actionable Insights Questions and Answers ?
- 18. Prize Drawing Contact: carl.baumann@panagenda.com +1 908-309-3997 Kevin @ Crown Castle (May 2020)
- 19. Thank you Headquarters, Austria: panagenda GmbH (Ltd.) Schreyvogelgasse 3/10 AT 1010 Vienna P: +43 1 89 012 89 F: +43 1 89 012 89-15 E: info@panagenda.com Headquarters, Germany: panagenda GmbH (Ltd.) Lahnstraße 17 DE 64646 Heppenheim P: +49 6252 67 939-00 F: +49 6252 67 939-16 E: info@panagenda.com USA: panagenda Inc. 60 State Street, Suite 700 Boston, MA 02109 P: +1 617 855 5961 F: +1 617 488 2292 E: info@panagenda.com Germany: panagenda GmbH (Ltd.) Lahnstraße 17 DE 64646 Heppenheim P: +49 6252 67 939-86 F: +49 6252 67 939-16 E: info@panagenda.com The Netherlands: Trust Factory B.V. 11th Floor, Koningin Julianaplein 10 NL 2595 AA The Hague P: +31 70 80 801 96 E: info@panagenda.com