Cisco Systems 8961 Using the Quality Report Tool, Monitoring the Voice Quality of Calls, 12-16

Chapter 12 Troubleshooting and Maintenance

Using the Quality Report Tool

Using the Quality Report Tool

The Quality Report Tool (QRT) is a voice quality and general problem-reporting tool for the Cisco Unified IP Phone. The QRT feature is installed as part of the Cisco Unified Communications Manager installation.

You can configure users’ Cisco Unified IP Phones with QRT. When you do so, users can report problems with phone calls by pressing the QRT softkey. This softkey is available only when the Cisco Unified IP Phone is in the Connected, Connected Conference, Connected Transfer, and/or OnHook states.

When a user presses the QRT softkey, a list of problem categories appears. The user selects the appropriate problem category, and this feedback is logged in an XML file. Actual information logged depends on the user selection and whether the destination device is a Cisco Unified IP Phone.

For more information about using QRT, refer to Cisco Unified Communications Manager Features and Services Guide.

Monitoring the Voice Quality of Calls

To measure the voice quality of calls that are sent and received within the network, Cisco Unified IP Phones use these statistical metrics that are based on concealment events. The DSP plays concealment frames to mask frame loss in the voice packet stream.

•Concealment Ratio metrics—Show the ratio of concealment frames over total speech frames. An interval conceal ratio is calculated every 3 seconds.

•Concealed Second metrics—Show the number of seconds in which the DSP plays concealment frames due to lost frames. A severely “concealed second” is a second in which the DSP plays more than five percent concealment frames.

Note Concealment ratio and concealment seconds are primary measurements based on frame loss. A Conceal Ratio of zero indicates that the IP network is delivering frames and packets on time with no loss.

You can access voice quality metrics from the Cisco Unified IP Phone by using the Call Statistics screen (see the “Call Statistics Screen” section on page 10-11) or remotely by using Streaming Statistics (see the Monitoring the Cisco Unified IP Phone Remotely chapter).

	Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 8.5 (SIP)
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