Applies to: Exchange Online
Topic Last Modified: 2013-02-21
If your organization is experiencing problems with the audio quality of Unified Messaging (UM) calls and voice mail messages, use the Call Statistics 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 load or CPU load, users may report poor call quality, even though the reports show excellent audio quality.|
For additional tasks related to call statistics see UM Reports Procedures.
What do you need to know before you begin?
- Estimated time to complete: 3 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 audio quality statistics for your organization
- In the EAC, navigate to Unified messaging >
More options > Call statistics.
- Choose the call statistics to include in the report. The report
automatically updates as you select any of the following
- Show Choose what type of call statistics to
- Daily (90 days) Select Daily to see details
for all calls in the past 90 days.
- Monthly (12 months) Select Monthly to
see a summary of calls by month for the last 12 months.
- All Select All to see the combined
statistics for all calls received since UM started handling
- Daily (90 days) Select Daily to see details for all calls in the past 90 days.
- UM dial plan If you want to limit the
data in the report to only calls in a specific UM dial plan, select
that dial plan.
- UM IP gateway If you want to limit the
data in the report to only calls in a specific UM IP gateway,
select that UM IP gateway. If you select a UM dial plan first, only
the UM IP gateways associated with the selected UM dial plan are
available in the list.
- Show Choose what type of call statistics to view:
- 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 UTC date and time
that the call statistics were captured.
- UM DIAL PLAN The dial plan for the
calls included in the statistics.
- UM IP GATEWAY The UM IP gateway that
took the calls included in the statistics.
- 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 is dependent 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
- NUMBER OF SAMPLES The number of calls
that were sampled to calculate the averages.
- DATE AND TIME The UTC date and time that the call statistics were captured.
- For detailed audio quality metrics for specific calls, see
Audio Quality of Voice Calls for a User.