09/27/18 22:14 PM  

Call Quality - Quality of Service Reports | Frequently Asked Questions | RingCentral

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SummaryCall Quality | Quality of Service Reports FAQ
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1. What is RingCentral Quality of Service Reports and how do I get it?
2. How does QoS Reports work? 
3. Can I see the details for a particular call?
4. What is MOS? What do the good, moderate, and poor qualities mean?
5. How is the call scored?
6. Why do some IP addresses in the GeoIP Location table missing Location data associated with them?
7. What do I do if some IP addresses in the GeoIP Location table does not match our office locations?
8. When I see red on the QoS Monitoring Chart, what do I do?
9. Can the QoS data be exported?
10. What time zone is used for the QoS information details?
11. Do we have QoS on live calls? 
12. Why do the Total Calls on the Quality Monitor not equal to the "Good/Moderate/Poor" legs count on the Geo IP Locations?
 

1. What is RingCentral Quality of Service Reports and how do I get it?

RingCentral Quality of Service Reports is a feature that provides near real-time information on the global health of the phone system. It allows proactive monitoring of potential call quality issues, as well as targeted investigations, to determine the root cause of problematic calls. This feature is available to RingCentral Office Ultimate and Premium editions and can be viewed by Administrators with Super Admin permissions.

For more information go to Quality of Service (QoS) Reports Overview.

 

2. How does QoS Reports work? 

When making a voice over IP (VoIP) phone call, the sound of your voice is broken into thousands of packets. These packets travel various paths on the internet to RingCentral and on to their final destination, where they are reassembled. Many factors can affect packets on this journey, and thus impact the quality of the call. The three most common are latency, jitter, and packet loss.  By collecting quality of service (QoS) information on both media streams (upstream and downstream) for each call participant, RingCentral can provide in-depth analytics for quick identification of any poor quality calls and patterns in problematic calls for immediate isolation, troubleshooting, and resolution.

 

3. Can I see the details for a particular call?

You can search for a particular call on the Calls Page > Call Card allows you to see the QoS details for each call participant in separate tabs. For more information go to Quality of Service (QoS) Reports Overview: Call Card

 

4. What is MOS? What do the good, moderate, and poor qualities mean?

Mean Opinion Score (MOS) is a measure of Quality of Experience (over voice or other media domain in telecommunications), and it is used to assess the human users’ opinion of call quality. RingCentral MOS scores are based on algorithmic estimates and rely on the transport measures such as bandwidth, jitter, packet loss, latency and on codecs. 

 

5. How is the call scored?

The overall quality of a call will be determined by the minimum quality of all data streams involved, irrespective of which leg of a call caused the quality reduction. So, for a call to be considered “Good” all legs of the call must be of “good quality”.

Clicking on a particular call record will open a Call Card with detailed information related to both parties involved in the call; information related to each party’s upstream and downstream quality, as well as a detailed breakdown of call metadata which might be needed in a rigorous investigation.

The quality score is broken down into these major factors:

Packet Loss — Packet loss occurs when one or more packets of data traveling across a computer network fail to reach their destination

Jitter — Related to the variation in the delay of delivery of packets, causing some packets to arrive out of order 

Jitter Buffer Discard Rate — shows the percentage of delayed packages that were discarded because of a long delay time. 

Latency — measure of delay; how much time it takes for a packet of data to get from one designated point to another in a system.

• Calls will receive quality scores only after they are completed. 

• Calls are marked N/A (Not Available) if the information is unavailable. For example, when a call went to voicemail or was not answered.

 

6. Why do some IP addresses in the GeoIP Location table missing Location data associated with them?

RingCentral uses industry-leading IP intelligence services by MaxMind to associate customer’s IP addresses with Geo Addresses. VPN IP addresses cannot be associated with the Geo Addresses and are displayed only as IP addresses that are identified by the internal network or system administrators.

 

7. What do I do if some IP addresses in the GeoIP Location table does not match our office locations?

RingCentral uses industry-leading IP intelligence services by MaxMind to associate customer’s IP addresses with Geo Addresses. Please use the following link to submit a GeoIP data correction request: https://support.maxmind.com/geoip-data-correction-request/.

MaxMind

 

8. When I see red on the QoS Monitoring Chart, what do I do?

The red section on the Quality Monitor is showing the percent of calls that have poor quality. The overall quality of a call is determined by the minimum quality of all data streams involved. So, for a call to be considered “Good” all legs and all media streams of the call must be of “good quality” with MOS >= 3.5. 

You can always click on the red section of the chart and drill to the calls page for the details. However, going call by call and trying to figure out the common causes could be a tedious process. The best way to address poor calls is to use the Overview page investigative abilities. 

 

9. Can the QoS data be exported?

Currently, QoS data extraction is not supported. However, you may copy information from specific calls via Copy to clipboard when viewing Call Cards. See How to copy QoS Call Card Information? for more information.

 

10. What time zone is used for the QoS information details?

QoS time zone defaults to the logged in user's local computer settings.

 

11. Do we have QoS on live calls?

We are using tools that are monitoring live media streams. However, we are receiving quality information reports after the call completion. The data on the Call Card represents this information for different media streams. 
 

12. Why do the Total Calls on the Quality Monitor not equal to the "Good/Moderate/Poor" legs count on the Geo IP Locations?

Quality Monitor operates in terms of calls, while Geo IP Locations reports in terms of legs (that belong to a specific location) to separate the quality for participants from different locations.

Every active call has several connections between participants of the call and the RingCentral Cloud backend. The connection between each participant (RingCentral user) and the RingCentral backend is referred to as a “call leg”. Each leg has two data streams: 1) from the endpoint to the RingCentral Session Border Controller (SBC) and 2) from the RingCentral SBC to the endpoint. The transport between the RingCentral endpoint and the RingCentral SBC is provided by the client’s ISP (Internet Service Provider) and relies heavily on the ISP network quality.

RingCentral measures the VoIP characteristics for each leg:

• For the up-stream leg, the quality is measured by a RingCentral SBC.
• For the down-stream leg, the quality is measured by the endpoint device.

The quality of the overall call is taken from the weakest leg (for example, if one leg of the call has poor quality then the whole call is marked as having poor quality).

When you click on the number of good legs in the GeoIP Location table, you are choosing all the calls associated with your selection.

A leg is just one side of a call. Calls have at least two legs, one for the caller and one for the recipient. For the overall call quality, we consider the minimum score for all the available media streams from all involved legs. Those calls that have poor or moderate quality on the side of another participant from a different location or PSTN, will show lower quality for the overall call.

Geo IP Location reports cannot be resolved for PSTN calls (there is no IP information to use, that is why PSTN calls are not presented in the GeoIP location table).

Quality Monitor


NOTE: The Quality Monitor and GeoIP Locations sections can be found on Reports > Quality of Service > Overview tab.


See Quality of Service (QoS) Reports - Tabs Overview | RingCentral for more information.

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