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Transcript of Voice support cases often cite call quality We experienced this ourselves – and we see it as...
Andrew Sniderman & Jens Trier RasmussenLync Enterprise Customer EngineeringMicrosoft Corporation
You Sound Marvelous Part 1: An introduction to the Lync Call Quality Methodology (CQM)
NETW304
1.Understand CQM fundamentals
2.Use KHIs and Trending Queries
3.Implement CQM and supporting operational process to improve call quality
Session Objectives
Related Sessions
NETW400 - The ‘Art’ of CQM
SERV202 – Lync Server RAP Deep Dive
SERV302 – Getting the most of Monitoring Data
NETW402 – Troubleshooting Call Quality
Introducing CQM
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):
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
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
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
CQM Amplifies Results to spot problemsWe do this intentionally to find hot spots
Difference all
streams & classified streams
Difference CQM &
QoE
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
Server Coverage - KHIs
80 KHIs (from 1,000s of Counters)
KHI spreadsheet provides snapshot for a given collection period.
Its (almost) all in QoE
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
• 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
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
Endpoint Coverage
Device• Endpoint_
0• MOS
System• Endpoint_
1• Glitch
Media Path• Endpoint_
2• Relay• VPN
Transport• Endpoint_
3• TCP
CQM Tenets
Structured
End-to-end
Inside-out
Managed
Managed network
Unmanaged Network
Service
Ops Process
Tools
User Experience
Managed versus Unmanaged
19
DemoQoE Database InternalsJens Trier Rasmussen
Ten CQM Elements
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
22
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
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
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
Endpoints0: Device1: System 2: Media Path3: Media Transport
AV MCU
Remote
Internal Internal
Mediation Server
PSTN Gateway
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
Last Mile0: Wired1: Wireless
AV MCU
Internal Internal
Mediation Server
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
Getting started
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
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
DemoLync RaaS CQM Report
DemoCQM Prioritize ScorecardGet the Scorecard here: http://aka.ms/H29twl
Microsoft PavilionDemos, Speakers, Demos, Lync Room System, Experts, Demos, a Bar....and more Demos
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