Link to recording: https://www.panagenda.com/webinars/reduce-troubleshooting-time-for-teams-call-quality-issues-from-days-to-minutes/ A webinar by Ståle Hansen, Ben Menesi, and Carl Baumann Please join us for this discussion with Ståle Hansen (Microsoft RD & Teams MVP) to hear the unvarnished truth from Microsoft Teams UC experts about troubleshooting call quality issues. If your company has transitioned to Microsoft Teams as the standard solution for internal and external calls, and for all online meetings, then you need to attend this webinar. This will be a “no holds barred” technical discussion with Microsoft Teams UC experts on the necessary data sources to do proper root cause analysis for Teams call quality issues. We will discuss the 5 common factors that impact call quality performance and spotlight what information and tools are needed to monitor those items in tandem with the Call Quality Dashboard (CQD). While valuable as a high-level oversight tool, CQD doesn’t help isolate what problems are causing issues. This is painfully true for remote workers and their unmanaged networks. What’s needed is full visibility into each aspect of the cloud connection – from the user endpoint to the Microsoft data center – to provide transparency on the impact for the users’ digital experience. During the webinar you will receive an introduction to OfficeExpert Endpoint Performance Monitoring (EPM). This new SaaS solution provides data analytics for Microsoft 365 performance and availability from the end-user perspective. If you want to know the truth about your Teams call quality experience, then you should see how actionable insights can speed troubleshooting and help remediate issues before they become escalations from an executive. About Ståle Hansen (CEO at CloudWay, Microsoft RD & Teams MVP) Ståle Hansen is the Founder and Principal Cloud Architect at CloudWay. He is awarded as Microsoft Regional Director and Office Apps and Services MVP with over a decade of experience with Skype for Business and now focused on hybrid Microsoft 365 and Teams. In 2018 he received an honorary award from Microsoft Norway for his longtime commitment to knowledge-sharing. He was recognized as top 100 UC influencers by Mio in 2020. As a popular public speaker he is regularly invited to share his experience at international conferences such as Lync Conference, TechEd, Microsoft Ignite, Experts Live, CommsvNext and Techmentor. He is a co-author of the book “Office 365 for IT Pros” and you can follow his YouTube channel on Microsoft 365 productivity. He loves to share his understanding as a blogger since 2009 and as a highly rated trainer. What you will learn: - Real-Time monitoring for remote user call quality performance - Detailed analytics for end-point computers (CPU, memory, background processes, etc.) - In-Depth metrics for ISP performance - Fast troubleshooting for call quality issue resolution

1. Actionable Insights
Teams Call Quality Troubleshooting
Why Does It Take So Long?
VP of Products & Innovation
BEN MENESI
Managing Director, North America
CARL BAUMANN
Digital Experience Monitoring
Microsoft Teams MVP - CloudWay
Ståle Hansen

2. Overview
Enterprise Experience & Awards
2007
Initial software release:
• IBM Domino monitoring and
data analytics solution
2009
Surpassed 150 customers:
• Customers in 20 countries
• Opened new EMEA offices
2013
Surpassed 450 customers:
• Customers in 40 countries
• Global licensing agreement
with IBM
2011
Company Expansion:
• New Domino application
analytics and evaluation toolset
• Expanded company with new
offices in North America
2015
Surpassed 700 customers:
• Customers in 75 countries
• Initial release of Enterprise
E-Mail Analytics
2016
Transition to Microsoft:
• Design and architecture for
OfficeExpert solution
• Began customer interviews and
business requirements analysis
2018
Focus on Microsoft 365:
• v1.0 Release of OfficeExpert
• Data analytics for TEAMS usage
and Microsoft 365 licensing
2022
Announced OfficeExpert v4
• Digital Experience
Monitoring (DXM)
• Teams Call Quality
Troubleshooting
• M365 Usage Analytics
• Licensing Optimization

3. Agenda 1 Overview and Introductions
2 Why Does Call Quality Troubleshooting Take So Long?
3 Standard Tools Used for Analysis and Troubleshooting
4 How To Convert Troubleshooting Days into Minutes
5 Teams Call Quality Troubleshooting Demonstration
6 Q&A

4. Introducing Ståle Hansen from CloudWay
Wrote the book on deploying and managing Microsoft 365 and Teams
Blog: http://msunified.net/
LinkedIn: http://no.linkedin.com/in/stalehansen/
Book: https://cloudway.com/office365foritpros/
 Microsoft 365 Certified: Teams Voice Engineer Expert
 Microsoft RD & Teams MVP
 Principle Cloud Architect
 CEO at CloudWay
A practical, hands-on reference, based on
experience gained by working on real-world
projects by a team of highly experienced
Microsoft MVPs.

5. 270M
270 million monthly users for Microsoft Teams
HUGE active usage increase since March 2020.
- Microsoft financial report in January 2022
Teams Users

6. 1
@TeamCloudWay

7. 1
It works
@TeamCloudWay

8. 1
It works
better
@TeamCloudWay

9. 1
It works
better
at home
@TeamCloudWay

10. Anatomy of a Teams call

11. 4 tools where subnets matters
• Productivity Score
• Teams network planner
• Call Analytics
• Call quality dashboard (CQD)
@TeamCloudWay

12. 4 tools where subnets matters
• Productivity Score
– M365 network connectivity

13. 4 tools where subnets matters
• Productivity Score
– M365 network connectivity

14. 4 tools where subnets matters
• Productivity Score
– M365 network connectivity

15. Whitelist Teams traffic
@TeamCloudWay

16. VPN Split tunnel for Teams
@TeamCloudWay

17. Start gathering network information
• Regions, sites and subnets
• Public IPs, bandwidth and topology
• Number of users, Teams rooms and phones
@TeamCloudWay

18. 4 tools where subnets matters
• Teams network planner
@TeamCloudWay

19. 4 tools where subnets matters
• Call Analytics
@TeamCloudWay

20. 4 tools where subnets matters
• Call quality dashboard (CQD)

21. @TeamCloudWay

22. Understanding CQD
Stream
Between two end points
One Stream for each direction
Two Steams required for communication
Call
All Streams from All Participants
2 Participants * 2 Streams Each = 4 Streams = 1 Call
10 Participants * 2 Streams Each = 20 Streams = 1 Call
@TeamCloudWay

23. Good vs Poor Streams
Five Metrics Used to Grade Stream Quality
• Packet Loss Rate - Greater than 10%
• Round Trip Time > 500ms
• Jitter > 30ms
• Degradation Average > 1
• Ratio Concealed Average > 0.07 (7%)
If one metric exeeds the threshold the stream will be classified as poor
@TeamCloudWay

26. Root Cause Analysis with Available Tools
 Helpdesk assigns Call Quality tickets to M365 engineering
 Average helpdesk ticket --- 14 hours to troubleshoot
 Duration of research and analysis covers 4 days
 Average media relay distance: 5000 km+
Customer Case Study Network Log Files
Performance activity log files
provide information on bandwidth,
RTT and Peering Distance.
CQD PowerBI Reports
Provides high-level overview and rating
for Teams call quality performance and
usage trends.
Trace Routes
Provides insights on VPN routing
and ISP connectivity.
Endpoint Performance
Computer CPU and Memory utilization
for endpoint devices.
Enterprise Customer - CASE STUDY
110K
Employees (Large
Organization)
42
Monthly Helpdesk
Tickets for Teams Call
Quality Issues
$29K
Cost for IT Support
Time to Perform Call
Quality Troubleshooting
PER MONTH
Troubleshooting Time Support Resources
Teams Call Quality Troubleshooting

27. Multiple IT Support Engineers Involved
 Microsoft 365 and Teams Support
 Desktop Support
 Network Engineering
 IT Helpdesk Support (coordinates efforts)
Customer Case Study
Enterprise Customer - CASE STUDY
110K
Employees (Large
Organization)
42
Monthly Helpdesk
Tickets for Teams Call
Quality Issues
$29K
Cost for IT Support
Time to Perform Call
Quality Troubleshooting
PER MONTH
Teams Call Quality Troubleshooting
Troubleshooting Time Support Resources
Network Log Files
Performance activity log files
provide information on bandwidth,
RTT and Peering Distance.
CQD PowerBI Reports
Provides high-level overview and rating
for Teams call quality performance and
usage trends.
Trace Routes
Provides insights on VPN routing
and ISP connectivity.
Endpoint Performance
Computer CPU and Memory utilization
for endpoint devices.

28. Monitoring the End-to-End Digital Experience
The journey always starts at a user device
Office Workers

29. Monitoring the End-to-End Digital Experience
The journey always starts at a user device
Remote Workers

30. Monitoring the End-to-End Digital Experience
The journey always starts at a user device
Remote Workers
Endpoint
Performance
Local Network
Performance
1
ISP Network
Performance Microsoft Cloud
Performance
3
2
4

31. Separate Support Tools for Troubleshooting
Endpoints Networking Microsoft Cloud
 System Logs
 Event Logs
 Task Manager
 Windows PerfMon
 Firmware Versions
 Headset Device Performance
 CPU and Memory usage
 Background processes
running on computers
Device Performance
 Trace Routes
 VPN Connectivity Logs
 ISP Logs
 Network Topology
 Network Planner
 Network Monitoring (ipMonitor,
Zabbix, Nagios Core, etc.)
 ISP Monitoring (ISP Watchdog,
Thousand Eyes, etc.)
LAN & ISP Performance
 connectivity.microsoft.com
 Call Quality Dashboard (CQD)
 Call Analytics
 Real-Time Analytics
 M365 Service Communications API
 Network Connectivity in the
Productivity Score
 Round Trip Times (RTT)
 Peering Distance to Datacenter
Cloud / Data Center
Analyzing call quality performance by DX segment

32. Optimized Call Quality Troubleshooting
Reduce troubleshooting time from Days to Minutes
Endpoint
Device Logs
Trace Route
Logs
Network Logs
ISP Logs CQD Metrics
Call Details
Full Visibility

33. Optimized Call Quality Troubleshooting
Reduce troubleshooting time from Days to Minutes
Full Visibility
Proactive identification of call quality issues for remediation
All performance metrics aggregated and integrated
Fast research, analysis, and troubleshooting from a single UI
Empowers a single IT support engineer with the big picture

34. Transforming Data Actionable Insights

35. End-to-End Visibility for Teams Call / Video Quality Performance
Call Quality Troubleshooting
leverage detailed metrics to perform
root cause analysis +100
Reports and Dashboards
for Digital Experience Monitoring
Transforming Data into Actionable Insights
Spotlight Poor Performance Issues
proactively identify users with ISP
routing anomalies or poor
performance from Home Office Wi-Fi
Increase Productivity
quickly remediate call quality issues
to improve the user experience
Seamless Remote Worker Experience
identify legacy hardware that requires
upgrade or replacement

36. EPM Customer Examples: Routing
Reduce troubleshooting time from Days to Minutes
50% poor calls to 20% poor calls

37. EPM Customer Examples: Hardware
Reduce troubleshooting time from Days to Minutes
RAM: Matters – even if for O365 only

38. EPM Customer Examples: Routers
Reduce troubleshooting time from Days to Minutes
Router firmware

39. Actionable Insights
Demonstration

40. Business Value Summary
Reduced IT support time for call quality
troubleshooting based on full visibility of
user endpoint performance
Easy to Deploy SaaS Solution
1 2 3
No IT
infrastructure
to purchase
Simple Web UI
and API
integration
Secure data
storage for
analytics
Improves adoption of Teams Voice
by enabling fast remediation for
any call quality issues
Accelerate ROI for Microsoft 365
by driving advanced functionality in
Teams for improved collaboration
Actionable Insights for Teams Voice Deployments

41. Next Steps
www.panagenda.com
BROCHURES CASE STUDIES WEBINARS DEMOS DATA SHEETS
Offering free 30-day
production pilot **
REGISTER Today!!!
Signup for a call quality
assessment workshop
Start gathering your
endpoint performance
data now
Actionable Insights for Call Quality Troubleshooting
** minimum 1,000 seats

42. Actionable Insights
Questions and Answers
?

43. Prize Drawing
Contact: carl.baumann@panagenda.com
+1 908-309-3997
Kevin @ Crown Castle

44. Thank you
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