Call Telemetry for Cisco

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Call Quality Reports via CMR ​

Call Telemetry for Cisco Callmanager processes Call Management Records (CMR) via SFTP, providing comprehensive call quality metrics. Monitor voice quality with detailed reports on Mean Opinion Score (MOS), voice concealment metrics, latency, and jitter to help identify and troubleshoot call quality issues.

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CMR is a new feature, look for more updates in the near future!

CMR Reporting Features ​

  • Call Quality Metrics: View detailed quality metrics including MOS, audio concealment, latency, and jitter
  • Historical Trending: Analyze call quality trends over time to identify patterns and issues
  • Advanced Filtering: Filter by date ranges, quality thresholds, and other parameters
  • Correlation with CDR: View call quality metrics with call detail records for comprehensive analysis
  • Export Options: Export reports to CSV for further analysis
  • Quality Alerts: Set thresholds for quality metrics to receive alerts on poor call quality

Feature Requirements ​

License Limitations ​

  • Community License: Basic call quality metrics with 1 days of historical data
  • Essentials and Higher Licenses: Full call quality reporting with unlimited historical data

Understanding Call Quality Metrics ​

Mean Opinion Score (MOS) ​

MOS is a numerical measure of the perceived quality of media after compression and transmission. The score ranges from 1 (bad) to 5 (excellent).

  • 4.3-5.0: Excellent quality, no perceptible issues
  • 4.0-4.3: Good quality, barely perceptible issues
  • 3.6-4.0: Fair quality, slightly annoying
  • 3.1-3.6: Poor quality, annoying
  • 2.6-3.1: Bad quality, very annoying
  • 1.0-2.6: Unacceptable quality

Concealment Metrics ​

Concealment metrics measure how effectively the system handles packet loss by "concealing" the missing audio:

  • Concealment Ratio: Percentage of concealed audio relative to total audio
  • Concealment Seconds: Number of seconds that contain concealed audio
  • Severely Concealed Seconds: Number of seconds with high concealment, indicating significant packet loss

Lower values indicate better call quality.

Latency ​

Latency measures the time it takes for audio to travel from the speaker to the listener. For voice communications:

  • < 150ms: Excellent, no noticeable delay
  • 150-300ms: Good, slight delay but acceptable
  • > 300ms: Poor, noticeable delay affecting conversation flow

Jitter ​

Jitter is the variation in packet arrival time, which can cause audio quality issues:

  • < 20ms: Excellent quality
  • 20-50ms: Good quality
  • > 50ms: Poor quality, likely to cause audio issues

Setting Up CMR SFTP Integration ​

CMR data is collected from Cisco Callmanager via SFTP. Follow these steps to set up the integration:

  1. Enable CDR and integrate with Call Telemetry - CDR Integration guide
  2. Enable Call Diagnostics on Callmanager:
    • Navigate to Cisco Unified CM Administration > System > Service Parameters
    • From the Server drop-down list, select the server running the Cisco CallManager service
    • From the Service drop-down list, select Cisco CallManager
    • In the Clusterwide Parameters (Device - General) section, locate the Call Diagnostics Enabled parameter
    • Select Enabled Only When CDR Enabled Flag is True: CMRs are generated only when CDR is enabled
    • Click Save to apply your changes

Viewing Call Quality Reports ​

Access the Call Quality Reports from the main navigation menu under Analytics > Call Quality Reports.

Call Quality Report Table ​

The Call Quality Reports page displays a table with the following columns:

  • Timestamp: The date and time of the call
  • Directory Number: The phone number associated with the call
  • Device Name: The name of the device used for the call
  • MOS Score: The Mean Opinion Score for the call
  • Jitter: The jitter value for the call
  • Latency: The latency value for the call
  • Concealment Ratio: The percentage of audio that was concealed during the calls
  • Duration: The total duration of the call
  • Packet Loss: The packets lost during the call

cmr/images/cmr-reports-table.png

Call Quality Report Table

Changing Date Ranges ​

By default, the page loads the last 7 days of call quality data. Change the date range to view older records using the date picker in the top right corner.

Detailed Call Quality Metrics ​

Click on any row in the table to view detailed call quality metrics for that specific call. The detailed view drills down into the call and endpoint details.

Call Quality Report Detail