Voice Quality Reports

The Voice Quality report provides an at a glance view of the overall voice quality for the devices in a specific container, including subcontainers, and facilitates troubleshooting voice quality issues when they arise. This report helps you determine if there are any voice quality issues in your environment, where the issues may be occurring, and who is affected by them. When scheduled on an ongoing basis, this report can also be used to track whether network changes improve or degrade voice quality over time.

Voice quality information is viewed in the following ways in Mitel Performance Analytics:

Schedule and run ongoing static reports that are emailed to recipients. See "Report Generation Procedure".

View and filter report data in a dashboard view. See "Report Dashboard Views".

Note: This feature is only available with the Mitel Premium Software Assurance Plus license.

To view voice quality data in Mitel Performance Analytics, the option to collect voice quality metrics must be enabled on the devices that support voice quality. Devices that support voice quality include:

MiVoice Business

MiVoice Business EX

MiVoice MX-ONE

MiVoice Border Gateway

MiVoice Connect HQ Server

MiVoice 5000

Voice quality report data is presented in the following sections:

Report Section	Description
Overall Score and Summary	The score is expressed as a percentage of all calls within the selected time period. Specifically, the score is a percentage of users who experienced only calls with an R value higer than 70, divided by the number of users that made at least one call within a 24 hour time period. Mitel Performance Analytics calculates an R value VQ rating based on measurements of the IP network performance. The scores are defined as: Good: 95-100% of all calls experience good voice quality Fair: 90-94% of all calls experience good voice quality Poor: Less than 90% of all calls experience good voice quality
Voice Quality Trend	Displays the daily voice quality score for the selected time period as a line chart.
Score Breakdown
Breakdown by Container	A list of all the next level sub-containers, including voice quality scores and number of calls, sorted by worst score. In the dashboard report view, the top ten are shown in the list by default. Click Show More to display all of the sub-containers. In the dashboard report view you can drill down into each container by clicking the container link to view the Voice Quality report at that container level.
Breakdown by Subnet:	A list of all the subnets for the current container, including voice quality score and number of calls made for the selected time period, sorted by worst score. In the dashboard report view, the top ten are shown in the list by default. Click Show More to display up to fifty subnets, by worst score. In the static print version, up to fifty worst subnet scores are included.
Breakdown by User Agent	A list of all the user agents for the current container, including a voice quality score and number of calls made for the selected time period, sorted by worst score. In the dashboard report view, the top ten are shown in the list by default. Click Show More to display up to fifty user agents, by worst score. In the static print version, up to fifty worst user agent scores are included. A user agent is defined as "Unknown" when the call was made from a set where the user agent is not specified. When a user agent is defined as "Other", it is because the call was made using a non-MiCollab (UCA) softphone. Softphone user agents are displayed only if you have a Mitel Premium Software Assurance Plus license.
Origin of Voice Quality Problems
External/Internal Calls Composition	Displays the number and percentage of external and internal calls, along with the percentage of calls experiencing bad voice quality for both external and internal calls, to help you determine where voice quality issues are occurring.
Call Composition	Displays graphs that indicate the percentage of calls experiencing voice quality problems from teleworkers and softphones, as compared to all others. For example, if a high percentage of voice quality issues are experienced by teleworkers (greater than 90%), then voice quality issues are not likely caused by problems with the internal network. This section is displayed only if you have a Mitel Premium Software Assurance Plus license.