Applies to: Exchange Online
Topic Last Modified: 2013-02-21
If a user reports problems with the audio quality of their Unified Messaging (UM) calls, you can use the User Call Logs report to help you understand what's causing the problems.
|The audio quality of a call can be affected by factors that aren't covered in the reports. For example, if your Exchange servers are experiencing a heavy memory or CPU load, users may report poor call quality, even though the reports show excellent audio quality.|
For additional tasks related to UM reports, see UM Reports Procedures
What do you need to know before you begin?
- Estimated time to complete: 5 minutes.
- You need to be assigned permissions before you can perform this
procedure or procedures. To see what permissions you need, see the
"UM call data and summary report cmdlets" entry in the Unified Messaging
- For information about keyboard shortcuts that may apply to the
procedures in this topic, see Keyboard Shortcuts in
the Exchange Admin Center.
Use the EAC to get call logs for a UM-enabled user
- In the EAC, navigate to Unified Messaging > More
options > User call logs.
- Click Select a user, and then select the user you want
- To get more details about the audio quality for a row in the
report, select the row and click Audio Quality Details. The
following information is available:
- DATE AND TIME The date and time of the
call, in the time zone that the selected user has set in Outlook
- USER The selected user.
- UM DIAL PLAN The dial plan for the
- UM IP GATEWAY The UM IP gateway that
was used for the call.
- AUDIO CODEC The audio codec that was
used during the call.
- NMOS The Network Mean Opinion Score
(NMOS) for the call. The NMOS indicates how good the audio quality
was on the call as a number on a scale from 1 to 5,
with 5 being excellent.
Note: The maximum NMOS possible for a call depends on the audio codec being used. The NMOS may not be available for very short calls that are less than 10 seconds long.
- NMOS DEGRADATION The amount of audio
degradation of the NMOS from the top value possible for the audio
codec being used. For example, if the NMOS degradation value for a
call was 1.2 and the NMOS reported for the call was 3.3, the
maximum NMOS for that particular call would be 4.5 (1.2 + 3.3).
- JITTER The average variation in the
arrival of data packets for the call.
- PACKET LOSS The average percentage of
data packet loss for the selected call. Packet loss is an
indication of the reliability of the connection.
- ROUND TRIP The average round trip
score, in milliseconds, for audio on the selected call. The
round-trip score measures latency on the connection.
- BURST LOSS DURATION The average
duration of packet loss during bursts of losses for the selected
- DATE AND TIME The date and time of the call, in the time zone that the selected user has set in Outlook Web App.