# Monitor Voice Quality

MiVoice Enterprise Manager and MiVoice Business work together with a voice quality monitoring tool to gather and analyze data for select MiVoice IP Phones. The following information can be identified and recorded:

- voice quality problems requiring immediate attention

- trends in voice quality performance

The following MiVoice IP Phones can provide IP voice quality data:

69xx IP Phones 5360 5320/5320e 5330/5330e 5324 5340/5340e 5312 5304 | 5224 5220 dual mode Navigator TeleMatrix 3000IP 5560 IPT (Master and slave devices are displayed separately) 5215 dual mode 5212

Additionally, the Ethernet-to TDM (E2T) translator provides IP voice quality data from each ethernet port connection.

The data gathered by MiVoice Business is forwarded to Enterprise Manager, which archives it in a permanent database. This data is accessible using either Enterprise Manager or a voice quality monitoring tool. You can use the MiVoice Business System Administration tool to view a snapshot of the last 5000 statistics records gathered by MiVoice Business by using the Voice Quality Statistics form.

NOTE: Voice quality monitoring must be enabled globally (for all sets registered with a particular MiVoice Business system) before it will work; this is done in the Voice Quality Monitoring form.

## Using statistics

Three statistics in particular can provide you with an idea of how the network is performing at any given time. Should any of these exceed expected behavior, it is likely that the network is heavily loaded or suffering a fault condition:

- excessive delay

- excessive jitter

- excessive packet loss

Frequent occurrences of any of these events might indicate that the network cannot handle the current capacity. A serious fault such as a downed router may appear as a symptom of overloading on neighboring routers, causing congestion and packet delay.

## Teleworker

Teleworkers with one of the supported IP phones connected to a MiVoice Border Gateway can gather statistics too. However, in the case of these remotely situated sets, identification is complicated since teleworker sets often function behind Network Address Translation (NAT) firewalls. These firewalls "hide" the actual IP address of the phone from MiVoice Business, and typically present only the NAT firewall WAN IP address, and a TCP port number to identify a teleworker set. MiVoice Business uses this WAN IP address and TCP port number combination to identify teleworker sets in its voice quality statistics database.

## Resiliency

Some level of voice quality monitoring is likely to continue during an individual MiVoice Business failover. If all MiVoice Business systems in the network are running 3300 ICP Release 6.0 or greater, the usual behavior during failover in a resilient network is for the IP phones to register with the secondary MiVoice Business system; then voice quality statistics reporting is resumed with the minimum loss of statistics.

CAUTION: In cases where the secondary MiVoice Business system in a resilient network is not equipped with Rel 6.0 or greater, or a system does not have voice quality monitoring enabled, voice quality statistics gathering will halt for the duration of failover to the secondary switch. It will resume upon switchover back to the primary MiVoice Business system.

## Hot Desk behavior

Phones that are used in hot desk mode have two DNs: the "base DN" and the "hot desk user DN". The base DN is the one associated with the regular desktop phone. The hot desk user DN is the temporary one associated with whichever set is logged in to, in hot desk mode. When someone logs in as a hot desk user, the phone assumes the hot desk user DN. Voice Quality Statistics are reported against the base DN before the hot desk user logs in, and then against the hot desk user DN after the user logs in and for the duration of the hot desk login

IP sets capable of hot desking assume the voice quality statistics gathering capability and voice quality configuration state (On or Off) of the MiVoice Business system to which they connect. This implies that:

- If a hot desk user logs into a hot desk extension that is registered on the same MiVoice Business system as the IP set's base extension, voice quality monitoring will continue to function as it did before log-in.

- If a hot desk user logs into an IP set on a different MiVoice Business system, voice quality monitoring becomes dependent on the configured voice quality state of the user's MiVoice Business system.

## Loss of Statistics

Loss of voice quality statistics recording will occur:

- If a non-resilient MiVoice Business system fails.

- After 5000 records have been created. Once this maximum has been stored, the newest records will overwrite the oldest records.

- If there was an active call in progress and a monitored IP phone is reset for any reason, then the end-of-call record will be lost for that set.

## Programming Voice Quality Monitoring

1. User Authorization Profiles form

- Ensure that the User Profile associated with the Enterprise Manager has Application enabled in the Access field. This allows access to the MiXML management.

2. Voice Quality Monitoring form

- Enable Voice Quality Monitoring.

Related Topics

- Voice Quality Monitoring

- Voice Quality Statistics