Auckland based Virsae, the provider of a cloud-based service for the monitoring and management of unified communications systems, has pronounced their overall performance of voice calls as excellent after monitoring 257 million calls over a four week period.
Virsae analysed calls for latency, jitter, and delay and says it calculated a mean opinion score (MOS) for individual calls showing that 99 percent of calls were either good or satisfactory.
(MOS historically originated from subjective measurements where listeners would score a telephone call quality as they perceived it. This methodology was used in the telco industry for decades and was standardised by the International Telecommunication Union in recommendation P.800. To obtain an MOS for millions of calls, mathematical models have been developed that approximate results from subjective quality assessments of human listeners.)
Virsae chose to focus on the 0.2 precent of calls found to be of poor quality saying this “represents 400,000 calls, which in all likelihood detracted from the caller’s experience.”
Virsae says its analysis suggested the majority of these calls, “were most likely undone by problems related to the endpoint configuration, including ethernet speed and duplex issues, misconfiguration of the QoS model, and mismatch between actual network topology and the requisite call server configuration.”
Software releases, particularly in relation to endpoint digital signal processor, were the biggest problem, according to Virsae, with more than a third of releases out of date.
Virsae’s chief operating officer and company co-founder Ross Williams said the company’s analysis highlighted the potential for misdiagnosis when administrators were not equipped with the right service management tools.
He said vendors such as Microsoft had made it extremely simple to set up unified communications, but often users underestimated the planning required to keep voice functioning at peak performance when it competed with other data and users sharing the same network.
“UC systems that worked like a dream during a trial often wobble when call volumes spike and network users flit to YouTube on their lunch breaks,” he said.
“And while call quality, or rather instances of poor call quality, are immediately apparent to callers, a more formal measure of quality helped network managers understand the performance they should expect, and diagnose weaknesses likely to degrade voice quality.”