Monitor Call Quality of Microsoft Skype for Business / Lync (Call Details)

Use the Call Details dashboard to monitor the quality (MOS score) of calls on Microsoft Skype for Business or Lync on monitored devices running Agent for End User Devices 9.1.x or later, for both for regular Office and O365.

The Mean Opinion Score (MOS) is Microsoft's quality measurement (0-5) of a user's experience in a Skype or Lync call. It assesses quality by measuring the network jitter, background noise, dropped packets, and other factors to score the user experience for a single device in a single call. Each device in a call has an inbound MOS and an outbound MOS.

For example, you can easily see if the Skype dropped calls occur in a single location, and then troubleshoot the possible causes like low available bandwidth. Alternatively, if all Skype calls in a department are failed calls, you can troubleshoot by checking their PC's port settings.

Call Details dashboard
Field Description
Summary bar

Use the summary bar to quickly determine the overall performance and quality of audio and video calls on Skype for Business or Lync. For more details, see the step below.

Departments

View the Departments section to see a summary of the quality, status and popularity of Skype/Lync calls during the dashboard's timeframe. You can also choose the category to list in this section. For more details, see the step below.

Calls

Use the Calls section to see a spacial map of the proportions of calls in different categories. For more details, see the step below.

Geographies

Displays the number of calls and their activity score and status on a geographical map.

Call Trends

Use the Call Trends section to view the recent changes in usage and call quality status (upper graph), and the total length of calls (lower graph), both aggregated to hourly slots. For more details, see the step below.

Failed Calls

Displays the recent changes in the percentage of failed calls in each hourly time slot.

MOS Trends

Shows the recent changes in call quality by displaying the average inbound MOS and outbound MOS in each hourly time slot.

Dropped Calls

Displays the recent trend in the proportion of calls which ended unexpectedly in each hourly time slot.

Users

Displays the recent rise or fall in popularity of Skype or Lync calls by showing the total number of devices making Skype or Lync calls during the dashboard timeframe.

Each device in a call appears as its own entry in the dashboards.

Procedure

  1. Step 1 Open a browser and sign in to Aternity.
  2. Step 2 Access the dashboard by typing its name in the search box in the top bar.
    Access the Call Details dashboard
  3. Step 3 Use the summary bar to quickly determine the overall performance and quality of audio and video calls on Skype for Business or Lync.
    View the health of Skype or Lync calls at a glance with the summary bar
    Field Description
    MOS

    Displays the average of all combined MOS scores for all calls during the timeframe. The combined MOS score (and status) for a device is the LOWER value of the inbound MOS and outbound MOS scores in a call.

    Tip

    Since it calculates this average from the LOWER value of inbound and outbound MOS scores, it can often be lower than the displayed values of Inbound and Outbound.

    • Inbound: The average inbound MOS scores during the timeframe. The inbound MOS (or inbound listening MOS) for someone in a call is the MOS score of the incoming audio or video, showing if you clearly hear others in the call over background noise or a poor connection (inbound network MOS). The inbound MOS of a listener is the same as the outbound MOS of the speaker.

      For example, if the other person spoke softly, or there was poor network speeds, or a dog was barking, it would lower the inbound MOS.

    • Outbound: The average outbound MOS scores during the timeframe. The outbound MOS for someone in a call is the MOS score of your outgoing audio or video, showing if others clearly hear you in the call over background noise or a slow network (inbound network MOS).

      For example, if you have a poor microphone or speak quietly far away from the mic, it would reduce your outbound MOS score for that call.

    Users

    Displays the total number of users who performed a call (only audio or video calls, not other features) in Skype for Business or Lync during the dashboard's timeframe.

    Tip

    To see the list of individual people using Skype or Lync in your organization, hover your mouse in the Departments section and select Show Users to drill down to the Analyze Skype for Business Calls dashboard.

    Calls

    Displays the total number of calls which occurred during the timeframe. It also shows:

    • Failed: A stream fails if Skype for Business or Lync could not successfully establish a connection and start. Aternity reports the failure and its reason as the SIP code and SIP string.

    • Dropped: A stream is dropped if Skype for Business or Lync ended the call unexpectedly, without the user manually ending the call. Aternity reports the failure and its reason.

    Incidents

    Displays the number of incidents currently opened automatically by Aternity on this application's activities. An incident is a call to action about many users suffering poor performance on one activity in an application, indicating it is a widespread problem.

  4. Step 4 View the Departments section to see a summary of the quality, status and popularity of Skype/Lync calls during the dashboard's timeframe.

    Assess the business impact of poor performance by viewing the parts of your organization which are worst hit. Quickly view those with the lowest performance, poorest activity scores, or the heaviest users of applications.

    View a summary of call quality in the timeframe
    Field Description
    Name

    Displays the name of each item in the category which you selected in the drop-down menu in this section, like Department, Location, Call Mode, Call Type and so on.

    You can change the category in the drop-down menu at the top of this section.

    Number of Users

    Displays the total number of devices participating in calls for users belonging to this category.

    Calls

    Displays the statuses of the combined MOS scores for the devices participating in calls which belong to this category. The status of a combined MOS score is its SLA status: above 3 is Satisfied (green ), between 2 and 3 is Dissatisfied (yellow ), and below 2 is Very dissatisfied (orange ). If the call failed, Aternity gives it a red status, but if it was less than a minute or without audio, it assigns None (colored gray ), because it was not possible to assign a score. If the call ends unexpectedly (dropped), Aternity lowers its status by one level, so that a dropped call with a Satisfied status becomes Dissatisfied.

    Participants in a call have their own MOS scores and statuses

    The status of the combined MOS is separate and distinct from the activity score, as it is more objective, because it is not derived from recent baselines. Use the combined MOS status for the status of long term (chronic) issues in call quality.

    MOS

    Displays the average of all combined MOS scores for all calls during the timeframe in this category.

    Activity Score

    Displays the activity score of all combined MOS scores during the timeframe.

    Aternity creates baselines for MOS scores in exactly the same way that it baselines activity response times, combining them into an activity score and a status. A dropped stream lowers the score's status (like from Good to Fair). Failed stream always have a Critical status.

    Use the score to measure short term (acute) recent or sudden changes from regular performance (baselined or manually predefined).

    Therefore if the MOS status has been consistently poor for some time, Aternity may display a high activity score, because its baselines would have adjusted to this performance.

    Select the drop-down menu at the top of this section to choose the attribute to list in this section, and select the column by which to sort the list.

    Choose the category list to display the call quality

    Select a category from the drop-down menu:

    Field Description
    Departments

    Check if the drop in performance is centered around a specific department, which can point to a configuration which is unique to that group of users, by viewing the performance in the list of departments. For example, if you find that only the Sales department is suffering poor performance, you can trace it to an upgrade which only happened on their computers, like a new CTI which interferes with your application.

    Business Locations

    Displays the name of the locations where the application is used.

    For example, if some users still complain of poor performance after your change, you can isolate whether the slow results are restricted to one location or are spread across your organization. Use Locations to compare the performance before and after a change for each location.

    Aternity reports the location as Off-site when the device is not connected to the Microsoft Active Directory or if Aternity cannot determine the location name.

    On virtual deployments (virtual applications like Citrix XenApp and virtual desktops like Citrix XenDesktop), Aternity always tries to report the location of the end user's front-end device by detecting its subnet.

    Regions

    You can optionally define a region in Aternity to group together several locations under a single label, like the geographical region of EMEA, North America or even Southern Europe, South-Western US any other grouping you choose.

    OS Name or Operating Systems

    Displays the generic name and version of the operating system (like MS Windows 10, MS Windows Server 2008 R2, MacOS 10.3, iOS 10 or Android 6). Use this to differentiate between different versions of an operating system.

    For example, it displays Windows 10 Pro and Windows 10 Enterprise all as MS Windows 10, or iOS 10.2 and iOS 10.3 as iOS 10.

    To view this information and the service pack version, see OS Version.

    Device Types

    Check if the problem only affects users working on specific types of devices, like only those accessing the application on a tablet.

    End Call Reasons

    Displays the quality and performance of calls which ended in different ways:

    • Ended Successfully are for calls which started and ended normally, with no unexpected disconnections.

    • Disconnected with Error: A stream is dropped if Skype for Business or Lync ended the call unexpectedly, without the user manually ending the call. Aternity reports the failure and its reason.

    • Failed Streams: A stream fails if Skype for Business or Lync could not successfully establish a connection and start. Aternity reports the failure and its reason as the SIP code and SIP string.

    Call Types

    There are two types of streams in Skype for Business or Lync: Audio only or Audio/Video.

    Call Modes

    There are two types of calls in Skype for Business or Lync: Direct between two devices, or Conference, where more than two devices connect to a bridge to participate in a call. Each connection to a call appears in the dashboards as a separate stream.

    Incoming / Outgoing

    Displays:

    • Incoming are the people who answered a Skype or Lync call.

    • Outgoing are the people who dialed a Skype or Lync call.

    For example, if you have a call center and expect most calls to be incoming, you can confirm this expectation by monitoring the dominant call direction.

  5. Step 5 Use the Calls section to see a spacial map of the proportions of calls in different categories.
    See a spacial map of the proportions of different types of calls

    Select from the section's drop-down menu to see the following proportions:

    Field Description
    End Call Reasons

    Displays proportions according to the way the call ended:

    • Ended Successfully are for calls which started and ended normally, with no unexpected disconnections.

    • Disconnected with Error: A stream is dropped if Skype for Business or Lync ended the call unexpectedly, without the user manually ending the call. Aternity reports the failure and its reason.

    • Failed Streams: A stream fails if Skype for Business or Lync could not successfully establish a connection and start. Aternity reports the failure and its reason as the SIP code and SIP string.

    Call Types

    There are two types of streams in Skype for Business or Lync: Audio only or Audio/Video.

    Call Modes

    There are two types of calls in Skype for Business or Lync: Direct between two devices, or Conference, where more than two devices connect to a bridge to participate in a call. Each connection to a call appears in the dashboards as a separate stream.

    Call Directions
    • Incoming are the people who answered a Skype or Lync call.

    • Outgoing are the people who dialed a Skype or Lync call.

    For example, if you have a call center and expect most calls to be incoming, you can confirm this expectation by monitoring the dominant call direction.

    Regions / Operating Systems / Device Types

    Assess the business impact of poor performance by viewing the parts of your organization which are worst hit. Quickly view those with the lowest performance, poorest activity scores, or the heaviest users of applications.

  6. Step 6 Use the Call Trends section to view the recent changes in usage and call quality status (upper graph), and the total length of calls (lower graph), both aggregated to hourly slots.

    For example, if the upper graph rises while the lower graph remains flat, you can see that more people are making calls but they are all short calls. Alternatively, you can see if longer calls (in the lower graph) coincide with a lower MOS status (upper graph), or you can see the times when Skype calls hit their peak during the day for each department, by selecting a part of the organization in the Departments section and viewing the graphs.

    View the recent change in call status and usage
    Field Description
    Call Volumes

    Displays the total number of calls during the dashboard timeframe.

    Satisfied / Dissatisfied / Very Dissatisfied / Failed / None (no audio / too short)

    Displays the number of calls in each MOS status for this time slot.

    The status of a combined MOS score is its SLA status: above 3 is Satisfied (green ), between 2 and 3 is Dissatisfied (yellow ), and below 2 is Very dissatisfied (orange ). If the call failed, Aternity gives it a red status, but if it was less than a minute or without audio, it assigns None (colored gray ), because it was not possible to assign a score. If the call ends unexpectedly (dropped), Aternity lowers its status by one level, so that a dropped call with a Satisfied status becomes Dissatisfied.

    Total Duration

    Displays the total length of calls actively connected during this time slot, in seconds.

    Note

    The call duration is NOT the usage time of Skype/Lync, since you can continue a call while the application runs in the background, or you can perform IM chats in the foreground without making a call.