Reduce Troubleshooting Time for Teams Call Quality Issues from Days to Minutes
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The document discusses the evolution of call quality troubleshooting within Microsoft Teams, highlighting challenges and technological advancements over the years. It emphasizes the importance of data analytics and digital experience monitoring for optimizing call quality and reducing troubleshooting time from days to minutes. Additionally, it showcases practical tools and case studies demonstrating how organizations can enhance their IT support and improve user experience in remote work environments.
Reduce Troubleshooting Time for Teams Call Quality Issues from Days to Minutes
- 1. Actionable Insights Teams Call Quality Troubleshooting Why Does It Take So Long? VP of Products & Innovation BEN MENESI Managing Director, North America CARL BAUMANN Digital Experience Monitoring Microsoft Teams MVP - CloudWay Ståle Hansen
- 2. Overview Enterprise Experience & Awards 2007 Initial software release: • IBM Domino monitoring and data analytics solution 2009 Surpassed 150 customers: • Customers in 20 countries • Opened new EMEA offices 2013 Surpassed 450 customers: • Customers in 40 countries • Global licensing agreement with IBM 2011 Company Expansion: • New Domino application analytics and evaluation toolset • Expanded company with new offices in North America 2015 Surpassed 700 customers: • Customers in 75 countries • Initial release of Enterprise E-Mail Analytics 2016 Transition to Microsoft: • Design and architecture for OfficeExpert solution • Began customer interviews and business requirements analysis 2018 Focus on Microsoft 365: • v1.0 Release of OfficeExpert • Data analytics for TEAMS usage and Microsoft 365 licensing 2022 Announced OfficeExpert v4 • Digital Experience Monitoring (DXM) • Teams Call Quality Troubleshooting • M365 Usage Analytics • Licensing Optimization
- 3. Agenda 1 Overview and Introductions 2 Why Does Call Quality Troubleshooting Take So Long? 3 Standard Tools Used for Analysis and Troubleshooting 4 How To Convert Troubleshooting Days into Minutes 5 Teams Call Quality Troubleshooting Demonstration 6 Q&A
- 4. Introducing Ståle Hansen from CloudWay Wrote the book on deploying and managing Microsoft 365 and Teams Blog: http://msunified.net/ LinkedIn: http://no.linkedin.com/in/stalehansen/ Book: https://cloudway.com/office365foritpros/ Microsoft 365 Certified: Teams Voice Engineer Expert Microsoft RD & Teams MVP Principle Cloud Architect CEO at CloudWay A practical, hands-on reference, based on experience gained by working on real-world projects by a team of highly experienced Microsoft MVPs.
- 5. 270M 270 million monthly users for Microsoft Teams HUGE active usage increase since March 2020. - Microsoft financial report in January 2022 Teams Users
- 10. Anatomy of a Teams call
- 11. 4 tools where subnets matters • Productivity Score • Teams network planner • Call Analytics • Call quality dashboard (CQD) @TeamCloudWay
- 12. 4 tools where subnets matters • Productivity Score – M365 network connectivity
- 13. 4 tools where subnets matters • Productivity Score – M365 network connectivity
- 14. 4 tools where subnets matters • Productivity Score – M365 network connectivity
- 16. VPN Split tunnel for Teams @TeamCloudWay
- 17. Start gathering network information • Regions, sites and subnets • Public IPs, bandwidth and topology • Number of users, Teams rooms and phones @TeamCloudWay
- 18. 4 tools where subnets matters • Teams network planner @TeamCloudWay
- 19. 4 tools where subnets matters • Call Analytics @TeamCloudWay
- 20. 4 tools where subnets matters • Call quality dashboard (CQD)
- 21. @TeamCloudWay
- 22. Understanding CQD Stream Between two end points One Stream for each direction Two Steams required for communication Call All Streams from All Participants 2 Participants * 2 Streams Each = 4 Streams = 1 Call 10 Participants * 2 Streams Each = 20 Streams = 1 Call @TeamCloudWay
- 23. Good vs Poor Streams Five Metrics Used to Grade Stream Quality • Packet Loss Rate - Greater than 10% • Round Trip Time > 500ms • Jitter > 30ms • Degradation Average > 1 • Ratio Concealed Average > 0.07 (7%) If one metric exeeds the threshold the stream will be classified as poor @TeamCloudWay
- 26. Root Cause Analysis with Available Tools Helpdesk assigns Call Quality tickets to M365 engineering Average helpdesk ticket --- 14 hours to troubleshoot Duration of research and analysis covers 4 days Average media relay distance: 5000 km+ Customer Case Study Network Log Files Performance activity log files provide information on bandwidth, RTT and Peering Distance. CQD PowerBI Reports Provides high-level overview and rating for Teams call quality performance and usage trends. Trace Routes Provides insights on VPN routing and ISP connectivity. Endpoint Performance Computer CPU and Memory utilization for endpoint devices. Enterprise Customer - CASE STUDY 110K Employees (Large Organization) 42 Monthly Helpdesk Tickets for Teams Call Quality Issues $29K Cost for IT Support Time to Perform Call Quality Troubleshooting PER MONTH Troubleshooting Time Support Resources Teams Call Quality Troubleshooting
- 27. Multiple IT Support Engineers Involved Microsoft 365 and Teams Support Desktop Support Network Engineering IT Helpdesk Support (coordinates efforts) Customer Case Study Enterprise Customer - CASE STUDY 110K Employees (Large Organization) 42 Monthly Helpdesk Tickets for Teams Call Quality Issues $29K Cost for IT Support Time to Perform Call Quality Troubleshooting PER MONTH Teams Call Quality Troubleshooting Troubleshooting Time Support Resources Network Log Files Performance activity log files provide information on bandwidth, RTT and Peering Distance. CQD PowerBI Reports Provides high-level overview and rating for Teams call quality performance and usage trends. Trace Routes Provides insights on VPN routing and ISP connectivity. Endpoint Performance Computer CPU and Memory utilization for endpoint devices.
- 28. Monitoring the End-to-End Digital Experience The journey always starts at a user device Office Workers
- 29. Monitoring the End-to-End Digital Experience The journey always starts at a user device Remote Workers
- 30. Monitoring the End-to-End Digital Experience The journey always starts at a user device Remote Workers Endpoint Performance Local Network Performance 1 ISP Network Performance Microsoft Cloud Performance 3 2 4
- 31. Separate Support Tools for Troubleshooting Endpoints Networking Microsoft Cloud System Logs Event Logs Task Manager Windows PerfMon Firmware Versions Headset Device Performance CPU and Memory usage Background processes running on computers Device Performance Trace Routes VPN Connectivity Logs ISP Logs Network Topology Network Planner Network Monitoring (ipMonitor, Zabbix, Nagios Core, etc.) ISP Monitoring (ISP Watchdog, Thousand Eyes, etc.) LAN & ISP Performance connectivity.microsoft.com Call Quality Dashboard (CQD) Call Analytics Real-Time Analytics M365 Service Communications API Network Connectivity in the Productivity Score Round Trip Times (RTT) Peering Distance to Datacenter Cloud / Data Center Analyzing call quality performance by DX segment
- 32. Optimized Call Quality Troubleshooting Reduce troubleshooting time from Days to Minutes Endpoint Device Logs Trace Route Logs Network Logs ISP Logs CQD Metrics Call Details Full Visibility
- 33. Optimized Call Quality Troubleshooting Reduce troubleshooting time from Days to Minutes Full Visibility Proactive identification of call quality issues for remediation All performance metrics aggregated and integrated Fast research, analysis, and troubleshooting from a single UI Empowers a single IT support engineer with the big picture
- 34. Transforming Data Actionable Insights
- 35. End-to-End Visibility for Teams Call / Video Quality Performance Call Quality Troubleshooting leverage detailed metrics to perform root cause analysis +100 Reports and Dashboards for Digital Experience Monitoring Transforming Data into Actionable Insights Spotlight Poor Performance Issues 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 Seamless Remote Worker Experience identify legacy hardware that requires upgrade or replacement
- 36. EPM Customer Examples: Routing Reduce troubleshooting time from Days to Minutes 50% poor calls to 20% poor calls
- 37. EPM Customer Examples: Hardware Reduce troubleshooting time from Days to Minutes RAM: Matters – even if for O365 only
- 38. EPM Customer Examples: Routers Reduce troubleshooting time from Days to Minutes Router firmware
- 40. 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
- 41. 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
- 42. Actionable Insights Questions and Answers ?
- 43. Prize Drawing Contact: carl.baumann@panagenda.com +1 908-309-3997 Kevin @ Crown Castle
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