Forum Discussion

Nicholas Semenkovich's avatar
Nicholas Semenkovich
Brass Contributor
Dec 01, 2017

Users complaining of poor call quality, but call quality dashboard looks good?

We're new to Skype for Business Online / Calling Plan, and our users are all complaining about poor quality calls. They say calls just sound "bad" and they frequently have to repeat themselves, or as...
Cloud PBX
PSTN Calling
Scott Elliott's avatar
Scott Elliott
Copper Contributor
Dec 11, 2017

Hi Nicholas,

 

Are you still experiencing poor call quality? I know there have been issues with MS Phone System that affects PSTN calls only. We see calls are being reported as "Good" in the dashboard.

 

We are fining it difficult to get an answer from MS as to why this is happening....

ivanja's avatar
ivanja
Icon for Microsoft rankMicrosoft
Dec 11, 2017

Scott,

 

Do you have any case open with Microsoft so i can take a look? In general the MS-RTCP metrics which are used to populate the dashboard with the information about the call. 

 

Are you seeing this in the analytics dashboard? If so, you will see what the cause of the poor classification is. 

  • Scott Elliott's avatar
    Scott Elliott
    Copper Contributor
    Dec 12, 2017

    Hi Ivan,

     

    We have an open ticket with MS however they keep saying there is no update. This has been going on for over two weeks now and is really bad timing. Our customer ported all of there numbers over to MS Phone System only to find out they had bad call quality from day one. Not a good experience at all.

     

    We can 100% confirm this is an issue with MS Phone System and not the customer network after testing a scheduled conference call where all users dial into the call via the PSTN. All users were using a landline dialling into a conference hosted in the cloud and all users experienced terrible call quality.

     

    I even had an MS engineer call me regarding another case and his call quality was terrible. I asked if he was using MS Phone System and he said yes. This is affecting them too!

     

    MS confirmed they have an issue however we have no idea when this will be fixed.

     

    We have a case open with MS yes.

  • Nicholas Semenkovich's avatar
    Nicholas Semenkovich
    Brass Contributor
    Dec 11, 2017

    Scott Elliott and ivanja:

     

    Our users are still complaining of very poor quality for PSTN calls -- but the dashboard always says calls are "Good" (even though the Advanced > Debug info usually shows inbound call quality MOS around ~2).

     

    We opened a case in the preview portal (#1244446) but heard nothing so far.

     

    Our owner is quite upset, and we're now trying out other VoIP providers. We've tested three thus far (8x8, RingCentral, OnSIP), all of which sound perfect -- so pretty clearly a Skype for Business issue.

     

     

     

    • ivanja's avatar
      ivanja
      Icon for Microsoft rankMicrosoft
      Dec 11, 2017

      Any other metrics which are out of threshold? I would start to capture a wireshark/netmon log and your UCCAPI logs to understand why this is occurring. 

       

      how many users are affected?

      • Nicholas Semenkovich's avatar
        Nicholas Semenkovich
        Brass Contributor
        Dec 12, 2017

        Effectively all users in our tenant are affected.

         

        Here's a copy of all the Skype for Business Analytics portal logs of a call that a user said was very poor quality:

        https://gist.github.com/semenko/6ce1c3f4c50c0928a55f53f40c8b9e5b

         

        Not much stands out, other than the RecvListenMOS which is still abysmal. The inbound speech & noise levels are the same -- which seems very bad, but not sure how to fix that.

         

         

        (Collecting some wireshark logs; our users only use Polycom handsets, so no Skype client logs.)

         

         

Resources