Audio Conferencing Poor Quality Reporting?

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Hi,

 

I have a customer that is trying to find a way to report when they have poor quality on a PSTN Conferencing/Audio Conferencing Call. Recently the call was extremely horrible by their words and the static has been so bad lately for their Meetings that they are possibly planning on discontinuing service. We have played with the idea of allocating a different number, but wonder if this would even help. 

 

Here's the known's:

 

- Customer are not using the client version of Skype to connect and calling into the Bridge number assigned via Land Line and Mobile.

 

- Customer resorted to using their mobile phones and landline (not using the service) for these meetings and did not suffer these quality issues 

 

- Meetings are not showing in Call Analytics, possibly due to the portal outage on reports and possible backlog of these metrics. We also Looked in PSTN Usage and found no logs of the recent meetings.

 

What the main question is, once we do have identifiable information on this and pattern of reporting the quality issues, who do we send this to? All the documentation is there on how to collect the data but no where to send it. Office 365 support has no idea who to send it to as well, only to escelate? Is there not another way to report these outages easily for the customer?

What about Skypefeedback? Thought this might be a way or to email the feedback team with Skype.

 

What my main concern is the customer is wanting to leave RingCentral and move the Skype for Business but this is not a good start.

 

2 Replies

We're experiencing the same issues. May have to dump the service as multiple attempts and support tickets have not resolved the problems. 

Just to understand your questions very precise:

 

The user dials in via PSTN and suffers poor quality or does the user join via Skype Meeting App (browser) joined.

 

Now, the telemetry in general is very detailed and should be easy to spot where the issue comes from. If you raised a ticket to support and if the first line cannot help you in general it's a logical process to escalate to more specialized teams to help you identifying and solve your issues. 

 

Second, are you a Premier customer or a Professional customer?