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Transcript of Voice support cases often cite call quality We experienced this ourselves – and we see it as...
![Page 1: Voice support cases often cite call quality We experienced this ourselves – and we see it as customers scale up CQM was built to address this.](https://reader031.fdocuments.us/reader031/viewer/2022013012/5697c0241a28abf838cd4b28/html5/thumbnails/1.jpg)
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Andrew Sniderman & Jens Trier RasmussenLync Enterprise Customer EngineeringMicrosoft Corporation
You Sound Marvelous Part 1: An introduction to the Lync Call Quality Methodology (CQM)
NETW304
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1.Understand CQM fundamentals
2.Use KHIs and Trending Queries
3.Implement CQM and supporting operational process to improve call quality
Session Objectives
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Related Sessions
NETW400 - The ‘Art’ of CQM
SERV202 – Lync Server RAP Deep Dive
SERV302 – Getting the most of Monitoring Data
NETW402 – Troubleshooting Call Quality
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Introducing CQM
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Voice support cases often cite call quality
We experienced this ourselves – and we see it as customers scale up
CQM was built to address this problem.
The Quality ProblemAfter CQM (5 mos):
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There is a complex set of dependencies from the endpoint to the access point to the core network to the server.
Degradation in any aspect lowers quality for the entire call or conference.
Why is Call Quality hard to achieve?
READ IT!! Lync 2013 Networking Guide
AV MCUCAS
CAA
Remote
Internal Internal
Mediation Server
PSTN Gateway
Guest
Call Leg
Edge
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What about our existing tools
We have a rich set of data and tools in the product to troubleshoot issuesWe need a systemic operational approach to proactively view and improve call quality – that’s CQM.
CQM doesn’t replace:• SCOM• Monitoring Server
Reports• Support
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Comparing CQM and Monitoring ReportsClassifiedPoorCall – MediaLine table in 2013
http://blogs.technet.com/b/jenstr/archive/2013/09/20/what-is-the-basis-for-classifying-a-call-as-poor-in-lync-2013-qoe.aspx
AudioStream Table QoE CQM Explanation
DegradationAvg > 1.0 - Network Mean Opinion Score (MOS) degradation for the whole call. This metric shows the amount the Network MOS was reduced because of jitter and packet loss
RoundTrip > 500 - Round trip timePacketLossRate > 0.1 > 0.01 or
PacketLossRateMax > .05
The packet loss rate
JitterInterArrival > 30 - Average network jitterRatioConcealedSamplesAvg > 0.07 - Average ratio of concealed samples
generated by audio healing to typical samples
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CQM Amplifies Results to spot problemsWe do this intentionally to find hot spots
Difference all
streams & classified streams
Difference CQM &
QoE
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CQM looks at quality three ways2. NetworkMedia stream quality between Lync servers – AV MCU, Mediation, GatewayMedia stream quality between endpoints and endpoints to servers
3. EndpointEndpoint factors including system, device, media transport and media path
1. ServersLync servers must be healthy and running without resource constraints
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Server Coverage - KHIs
80 KHIs (from 1,000s of Counters)
KHI spreadsheet provides snapshot for a given collection period.
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Its (almost) all in QoE
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QoE Data collection
How QoE data gets collectedAfter a media session is complete the end point sends QoE data to home pool
All media end points have these capabilities – Lync Clients, Mediation Server, AVMCU, Edge, CAA, etc.
These reports are based on RTCP exchanges between the two endpoints
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• Lync 2010 and Lync 2013 use different QoEMetrics instances - Co-existence challenge
• Different database schemas• 2013 - http://technet.microsoft.com/en-us/library/gg398687.aspx • 2010 - http://technet.microsoft.com/en-us/library/gg398687(v=ocs.14).aspx
• Main differences• Support for video and application sharing media streams• Network connection• Subnet and IP addresses• ClassifiedPoorCall location• New Views for Audio and Video streams
• Best Practice: Single instance per deployment
Quality of Experience (QoE) considerations
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The Quality of Experience (QoE) Database provides telemetry across the network
Network Coverage
WiredAnd
Wireless LastMile_0_and_
1
AVMCUto
Mediation
Plant_1
AVMCUto
Mediation
Plant_1
WiredAnd
Wireless LastMile_0_and_
1
Mediationto
GatewayPlant_2
Mediationto
GatewayPlant_2
PCD
PCD
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Endpoint Coverage
Device• Endpoint_
0• MOS
System• Endpoint_
1• Glitch
Media Path• Endpoint_
2• Relay• VPN
Transport• Endpoint_
3• TCP
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CQM Tenets
Structured
End-to-end
Inside-out
Managed
Managed network
Unmanaged Network
Service
Ops Process
Tools
User Experience
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Managed versus Unmanaged
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DemoQoE Database InternalsJens Trier Rasmussen
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Ten CQM Elements
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Ten CQM elements across three dimensionsThree Dimensions1. Server Plant2. Endpoints3. Last Mile
Each Dimension has a prioritized set of focus areasThere are 10 areas in total9 query QoE for data to identify problem areas Customers can customize the approach
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Same process is used for all ten elements:
Target -> Remediate -> Maintain
23
Thresholds
Values
Prioritize
Fix
Process
Tools
Thresholds
Values
Prioritize
Fix
Process
Tools
Thresholds
Values
Prioritize
Fix
Process
Tools
Thresholds
Values
Prioritize
Fix
Process
Tools
Thresholds
Values
Prioritize
Fix
Process
Tools
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Server Plant0: Server Health1: AVMCU to Mediation
2: Mediation to IP PSTN GW
3:IP PSTN GW Health
AV MCUCAS
CAA
Mediation Server
PSTN Gateway
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Server Plant – four elementsCategory Target & Remediate
Server Health • KHIs in healthy range• If not, prioritize finding and fixing root cause
until healthy
AVMCU to Mediation
• Poor streams are PacketLossRate > .01 or PacketLossRateMax > .05
• Determine your target for poor stream thresholds• Example threshold is 2%
• Use detailed queries to find hot pairs with poor streams
• Investigate why so many poor streams• Network equipment issue, gateway
configuration issue etc
Mediation to Gateway
Gateway to PSTN Identify relevant PSTN Gateway statistics
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Endpoints0: Device1: System 2: Media Path3: Media Transport
AV MCU
Remote
Internal Internal
Mediation Server
PSTN Gateway
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Endpoints – four elementsCategory Target & Remediate
Device • Define target cut-off, example 3.6• AvgSendListenMOS < 3.6 for #Streams > 100
• Identify problematic devices and come up with strategy to fix/replace
System • Define goal (AudioMicGlitchRate < 1)• Define golden PC configuration with drivers etc.
Media Path • Define goal for Media over VPN (target 0%)• Define goal for internal calls using relay (target 0%)• Identify problem subnets and investigate firewall
rules, packet shapers etc. configurationMedia Transport • Define goal for media over TCP (target 0%)
• Identify problem subnets and investigate firewall rules, packet shapers etc. configuration
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Last Mile0: Wired1: Wireless
AV MCU
Internal Internal
Mediation Server
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Last Mile – two elementsCategory Target & Remediate
Wired • Define threshold for Wired Poor Streams query• Example: PoorStreamsRatio < 5% for sites with >
300 streams• Remediate ordered from worst to best• Isolate subnets and fix• Implement QoS
Wireless • Determine if Wireless will be managed• Define threshold for Wireless Poor Streams query
• Example: PoorStreamsRatio < 10% for sites with > 300 streams
• Remediate ordered from worst to best• Isolate subnets and fix• Implement wireless best practices• Inventory wireless gear and determine UC capabilities
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Getting started
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Process for working with CQM
• Operationalize
Maintain
• Establish target• Identify
problems• Remediate to
target• Repeat
Remediate
• Server Health• Server-to-
Server• Wired Subnets• Devices
Prioritize
• Run trending queries for two week range
Baseline
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CustomerExample
MS_Endpoint GW_Endpoint AllStreamsPoorStream
sPoorStreamsRati
oORLYMED010
4DELYGW01.contoso.co
m 142 49 35%
UKLYMED0108UKLYGW01.contoso.co
m 140 42 30%
SILYMED0110UKLYGW01.contoso.co
m 136 34 25%DELYMED011
1UKLYGW01.contoso.co
m 206 51 25%ORLYMED010
3DELYGW01.contoso.co
m 618 136 22%CALYMED03
01JPLYGW01.contoso.co
m 4,279 880 21%DKLYMED011
2JPLYGW01.contoso.co
m 1,431 275 19%ORLYMED010
2JPLYGW01.contoso.co
m 2,514 473 19%
UKLYMED0109UKLYGW01.contoso.co
m 236 44 19%CALYMED03
01JPLYGW02.contoso.co
m 2,519 463 18%
CALYMED0107UKLYGW01.contoso.co
m 622 109 18%ORLYMED010
5JPLYGW01.contoso.co
m 4,339 605 14%Plant_2_Mediation_GatewayTrending Queries
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DemoLync RaaS CQM Report
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Microsoft PavilionDemos, Speakers, Demos, Lync Room System, Experts, Demos, a Bar....and more Demos
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ATTENDEE PARTYWednesday, February 19th
6:30pm-9:30pmHakkasan, MGM Grand
Brought to you by
When it comes to Vegas nightclubs, it doesn’t get any hotter than Hakkasan. And when it comes to opportunities to connect and reasons to party, no one does it better than Lync Conference! Our attendee party has a full lineup: an open bar, awesome food, and one of the best DJs that Vegas has to offer. Don’t miss out on the fun—stop by at 6:30pm and kick off and evening to remember. Come together.
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HANDS-ON LABS
You can also access labs on MyLync!
3:00pm – 9:00pm10:30am – 9:00pm7:30am – 9:00pm8:00am –1:30pm
LOCATIONPinyon 3
Monday, February 17Tuesday, February 18Wednesday, February 19 Thursday, February 20
LRS
LOCATIONCopperleaf 12
Wednesday, February 198:30am – 9:45am10:15am – 11:30am1:00pm – 2:15pm2:45pm – 4:00pm4:30pm – 5:45pm
Thursday, February 209:00am – 10:15am10:45am – 12:15pm12:45pm – 2:00pm
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MyLync allows you to create a custom experience and network with the Lync Community both online and in person.With MyLync, you can:• Build your own personalized calendar while browsing all available sessions• View breakout session material including PPTs and Videos within
48 hours of each session• Participate in the Community and find people in your social networks
who are attending and interact with speakers• Arrange meetings or social activities• Navigate the Exhibit Hall floor plan and learn more about our Sponsors• Fill out evaluations to win prizes
Log into MyLync at http://mylync.lyncconf.comFor MyLync support, please visit the Registration Desk.*
* Please note that adding a session to your calendar does not reserve a seat. Seating is on a first-come, first-served basis.
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Birds of a FeatherBirds of a Feather flock together! Join daily breakfast discussions of relevant topics by sitting in the separately designated areas of the Meal Hall. Seating will be sorted in a different way for each Birds of a Feather breakfast:Wednesday, February 19:Where are you from? Asia/Pacific, Eastern & Central Europe, Latin America, Middle East & Africa, US (West, Central & East) and Canada, Western Europe
Thursday, February 20:What is your interest?Best Practices, Business Value, Clients & Mobility, Lync Meetings and Video, Lync Online, Networking, Platform, Server & Manageability, Voice
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Fill out evaluations to win prizesFill out evaluations on MyLync or MyLync Mobile.Prizes awarded daily.
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© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.