Calls Overview - RT Test

To figure out the Microsoft Teams call quality of the users across the organization, administrators can use the Calls Overview - RT test.

Using this test, administrators can figure out the total count of call streams that were established across the organization. This test also reveals the count of calls that were successful. Dropped calls are promptly captured and alerted. The average call duration helps administrators rate the user experience on Microsoft Teams. Call setup failures and media failures are also brought to the attention of administrators.

Target of the test : Microsoft Teams

Agent deploying the test : A remote agent

Outputs of the test : One set of results for the monitored Microsoft Teams service

Configurable parameters for the test
Parameters Description

Test period

How often should the test be executed

Host

The host for which the test is to be configured. By default, this is portal.office.com

Tenant Name

This parameter applies only if you want the eG agent to use Azure AD Certificate-based Authentication for accessing and monitoring an O365 tenant and its resources.

Azure AD certificate-based authentication (CBA) enables customers to allow or require users to authenticate with X.509 certificates against their Azure Active Directory (Azure AD) for applications and browser sign-in. When monitoring highly secure Office 365 environments, you can configure the eG agent to identify itself to a tenant using a valid X.509 certificate, so that it is allowed secure access to the tenant and its resources.

By default, the value of this parameter is none. This means that, by default, the eG agent does not use certificate-based authentication to connect to an O365 tenant.

On the other hand, if you want the eG agent to use this modern authentication technique to securely access a tenant's resources, you should do the following:

  1. Enable Azure AD Certificate-based authentication for the target O365 tenant; this can be achieved manually, via the Office 365 portal, or automatically, using Powershell scripts we provide. For the manual procedure, refer to Manually Enabling Certificate-based Authentication For an Office 365 Tenantunder Microsoft Office 365. For the automatic procedure, refer to Automatically Fulfilling Pre-requisites in a Modern Authentication-Enabled Environmentunder Microsoft Office 365.

    When enabling certificate-based authentication, an X.509 certificate will be generated for the target tenant.

  2. Configure the Tenant Name parameter with the name of the tenant for which certificate-based authentication is enabled. Using the tenant name, the eG agent will be able to read the details of the X.509 certificate that is generated for that tenant, and use that certificate to access that tenant's resources. To determine the tenant name, do the following:

    • Log in to the Microsoft 365 Admin Center as an administrator.

    • Under Setup, click on Domains.

    • Find a domain that ends with .onmicrosoft.com - this is your Microsoft O365 tenant name.

O365 User Name, O365 Password, and Confirm Password

These parameters need to be configured only if the Tenant Name parameter is set to none. On the other hand, if a valid Tenant Name is configured, then you should set these parameters to none .

For execution, this test requires the privileges of an O365 user who has been assigned the Service support admin role and is vested with the View-Only Audit Logs and Team administrator permission. Configure the credentials of such a user against O365 User Name and O365 Password text boxes. Confirm the password by retyping it in the Confirm Password text box.

While you can use the credentials of any existing O365 user with the afore-said privileges, it is recommended that you create a special user for monitoring purposes using the Office 365 portal and use the credentials of that user here. To know how to create a new user using the Office 365 portal and assign the required privileges to that user, refer to Creating a New User in the Office 365 Portal under Microsoft Office 365. You can also use eG's proprietary PowerShell script to automatically create a new user, or assign the required privileges to an existing user. To know how to use this script, refer to theAutomatically Fulfilling Pre-requisites in a Basic Authentication-Enabled Environmenttopicunder Microsoft Office 365 .

Domain Name, Domain User Name, Domain Password, and Confirm Password

These parameters are applicable only if the eG agent needs to communicate with the Office 365 portal via a Proxy server.

In this case, in the Domain text box, specify the name of the Windows domain to which the eG agent host belongs. In the Domain User Name text box, mention the name of a valid domain user with login rights to the eG agent host. Provide the password of that user in the Domain Password text box and confirm that password by retyping it in the Confirm Password text box.

On the other hand, if the eG agent is not behind a Proxy server, then you need not disturb the default setting of these parameters. By default, these parameters are set to none.

Proxy Host, Proxy Port, Proxy User Name, Proxy Password and Confirm Password

These parameters are applicable only if the eG agent needs to communicate with the Office 365 portal via a Proxy server.

In this case, provide the IP/host name and port number of the Proxy server that the eG agent should use in the Proxy Host and Proxy Port parameters, respectively.

If the Proxy server requires authentication, then specify the credentials of a valid Proxy user against the Proxy User Name and Proxy Password text boxes. Confirm that password by retyping it in the Confirm Password text box. If the Proxy server does not require authentication, then specify none against the Proxy User Name, Proxy Password, and Confirm Password text boxes.

On the other hand, if the eG agent is not behind a Proxy server, then you need not disturb the default setting of any of the Proxy-related parameters. By default, these parameters are set to none.

Show Top N DD

By default, this parameter is set to 10, indicating that the detailed diagnostics will report the top-10 streams. You can change the 'N' in Show Top N DD by specifying any number of your choice in this text box.

DD Frequency

Refers to the frequency with which detailed diagnosis measures are to be generated for this test. The default is 1:1. This indicates that, by default, detailed measures will be generated every time the test runs, and also every time the test detects a problem. You can modify this frequency, if you so desire. Also, if you intend to disable the detailed diagnosis capability for this test, you can do so by specifying none against DD Frequency.

Detailed Diagnosis

To make diagnosis more efficient and accurate, the eG Enterprise embeds an optional detailed diagnostic capability. With this capability, the eG agents can be configured to run detailed, more elaborate tests as and when specific problems are detected. To enable the detailed diagnosis capability of this test for a particular server, choose the On option. To disable the capability, click on the Off option. The option to selectively enabled/disable the detailed diagnosis capability will be available only if the following conditions are fulfilled:

  • The eG manager license should allow the detailed diagnosis capability
  • Both the normal and abnormal frequencies configured for the detailed diagnosis measures should not be 0.
Measurements made by the test
Measurement Description Measurement Unit Interpretation

Total streams

Indicates the total number of call streams.

Number

 

Media succeeded streams

Indicates the number of streams where media path was established and terminated normally.

Number

 

Media failure percentage

Indicates the percentage of streams where either media path could not be established or did not terminate normally.

Percentage

 

Media failed streams

Indicates the number of streams where either media path could not be established or did not terminate normally.

Number

The detailed diagnosis of this measure lists the start time, end time, first UPN, second UPN, first IP address, second IP address, conference ID, the list of participants, caller and callee ID, and the count of times that media failed on each stream.

Call setup succeeded streams

Indicates the number of streams where media path could be established between the endpoints at the start of the call.

Number

 

Call setup failure percentage

Indicates the percentage of all streams where media path could not be established between the endpoints at the start of the call.

Percentage

 

Call setup failed streams

Indicates the number of streams where media path could not be established between the endpoints at the start of the call.

Number

Ideally, the value of this measure should be zero.

The detailed diagnosis of this measure lists the start time, end time, first UPN, second UPN, first IP address, second IP address, conference ID, the list of participants, caller and callee ID, and the count of times that each stream failed because call setup failed.

Call dropped streams

Indicates the number of streams where media path did not terminate normally.

Number

Ideally, the value of this measure should be zero.

The detailed diagnosis of this measure lists the start time, end time, first UPN, second UPN, first IP address, second IP address, conference ID, the list of participants, caller and callee ID, and the count of times that each stream failed because media path did not terminate normally.

Call dropped failure percentage

Indicates the percentage of successfully established streams where media path did not terminate normally.

Percentage

A low value is desired for this measure.

Average call duration

Indicates the average duration of streams.

Seconds

 

The detailed diagnosis of the Media failed streams measure lists the start time, end time, first UPN, second UPN, first IP address, second IP address, conference ID, the list of participants, caller and callee ID, and the count of times that media failed on each stream.

Call Overview RT Media Failed Streams Measure Detailed Diagnosis

Figure 1 : The detailed diagnosis of the Media failed streams measure reported by the Call Overview - RT

The detailed diagnosis of the Call setup failed streams measure lists the start time, end time, first UPN, second UPN, first IP address, second IP address, conference ID, the list of participants, caller and callee ID, and the count of times that each stream failed because call setup failed.

Call Overview RT Test Call Setup Failed Streams Measure Detailed Diagnosis

Figure 2 : The detailed diagnosis of the Call setup failed streams measure reported by the Call Overview - RT test

The detailed diagnosis of the Call dropped streams measure lists the start time, end time, first UPN, second UPN, first IP address, second IP address, conference ID, the list of participants, caller and callee ID, and the count of times that each stream failed because media path did not terminate normally.

Call Overview RT test Call Dropped Streams Measure Detailed Diagnosis

Figure 3 : The detailed diagnosis of the Call dropped streams measure reported by the Call Overview - RT test