Ask the Expert: Mitel Voice Quality Monitoring
By: Ryan Kuchenbecker, ConvergeAssure® Engineer
Originally shared December 14, 2017
Modern communications systems rely heavily on Voice Over IP technology to deliver flexible solutions that leverage existing network infrastructure. The benefits of converged networks that carry voice AND data include reduced infrastructure cost, reduced costs for trunks and services, and the ability to deliver integrated applications to the end users. The move to a VoIP solution brings many advantages but also presents some new challenges when it comes to maintenance and troubleshooting.
To effectively troubleshoot issues on a converged network you must have access to the appropriate tools that allow you to log and measure network performance. The Mitel MiVoice Business controller offers an easy to use diagnostic utility called Voice Quality Monitoring that can provide some valuable network statistics on a per call basis. If you have a Mitel MiVoice Business system (formerly known as MCD/3300) Voice Quality Monitoring is already there, all that is required is to activate the service and you can begin to use it. The following steps describe the activation and illustrate some basic functions of VQM.
To Activate Voice Quality Monitoring please log into your controller’s web interface and navigate to MAINTENANCE AND DIAGNOSTICS > VOICE QUALITY > VOICE QUALITY MONITORING. Check the Voice Quality Monitoring setting, for the service to be active this must be set to TRUE. If it is FALSE, please click the CHANGE button, set it to TRUE, and save. Now VQM is active and the system is collecting VOIP statistics.
Once activated, you can navigate to MAINTENANCE AND DIAGNOSTICS > VOICE QUALITY > VOICE QUALITY STATISTICS and you will be able to see data from the IP phones and endpoints displayed on the bottom half of the screen. There is a lot of information including the extension number, IP address, and MAC address that placed the call. You will also see the IP port(s) used and the far-and IP of the called device. You can use these bits of information to search for specific calls in the search window (circled below). The search function uses two search criteria “FIND A FIELD NAMED” and “THAT HAS A VALUE OF”.
The FIND A FIELD NAMED drop-down menu allows you to specify what filed you would like to use in your search. To search for a specific extension number set this to Dir. Num. (for “directory number”), to search for a specific MAC address set this to MAC ADDRESS, etc.
The THAT HAS A VALUE OF field is for the data to be searched for, enter the extension number, MAC address etc.. that you would like to view.
In the example below, I wanted to find data for extension 2351, I set the search parameters to “Dir. Num.” and “2351”, then clicked SEARCH. The next call log matching extension 2351 was highlighted below.
Now I can see the time/date of the call and the network statistics that were collected while it was active. There are Three key metrics to pay attention to. They appear in summary on the screenshot above, if you scroll to the right you will see each metric broken down into more detailed reporting.
PACKET LOSS – Packet loss occurs when one or more data packets sent fails to reach its destination.
JITTER – Jitter is a variation in packet transit delay.
DELAY – Delay is the time it takes for a packet to travel from one end of the data path to the other.
These data metrics can be presented to your network team for additional analysis or can be used to isolate or eliminate certain network elements from the troubleshooting process.
For more information about VQM, or for detailed information about each field in the report please go to the VOICE QUALITY STATISTCS page and click the HELP button on the top right of the screen. As always, CCC is standing by to assist if needed!