Andrew Sniderman & Jens Trier RasmussenLync Enterprise Customer EngineeringMicrosoft Corporation

You Sound Marvelous Part 1: An introduction to the Lync Call Quality Methodology (CQM)

NETW304

1.Understand CQM fundamentals

2.Use KHIs and Trending Queries

3.Implement CQM and supporting operational process to improve call quality

Session Objectives

Related Sessions

NETW400 - The ‘Art’ of CQM

SERV202 – Lync Server RAP Deep Dive

SERV302 – Getting the most of Monitoring Data

NETW402 – Troubleshooting Call Quality

Introducing CQM

Voice support cases often cite call quality

We experienced this ourselves – and we see it as customers scale up

CQM was built to address this problem.

The Quality ProblemAfter CQM (5 mos):

There is a complex set of dependencies from the endpoint to the access point to the core network to the server.

Degradation in any aspect lowers quality for the entire call or conference.

Why is Call Quality hard to achieve?

READ IT!! Lync 2013 Networking Guide

AV MCUCAS

CAA

Remote

Internal Internal

Mediation Server

PSTN Gateway

Guest

Call Leg

Edge

What about our existing tools

We have a rich set of data and tools in the product to troubleshoot issuesWe need a systemic operational approach to proactively view and improve call quality – that’s CQM.

CQM doesn’t replace:• SCOM• Monitoring Server

Reports• Support

Comparing CQM and Monitoring ReportsClassifiedPoorCall – MediaLine table in 2013

http://blogs.technet.com/b/jenstr/archive/2013/09/20/what-is-the-basis-for-classifying-a-call-as-poor-in-lync-2013-qoe.aspx

AudioStream Table QoE CQM Explanation

DegradationAvg > 1.0 - Network Mean Opinion Score (MOS) degradation for the whole call. This metric shows the amount the Network MOS was reduced because of jitter and packet loss

RoundTrip > 500 - Round trip timePacketLossRate > 0.1 > 0.01 or

PacketLossRateMax > .05 

The packet loss rate

JitterInterArrival > 30 - Average network jitterRatioConcealedSamplesAvg > 0.07 - Average ratio of concealed samples

generated by audio healing to typical samples

CQM Amplifies Results to spot problemsWe do this intentionally to find hot spots

Difference all

streams & classified streams

Difference CQM &

QoE

CQM looks at quality three ways2. NetworkMedia stream quality between Lync servers – AV MCU, Mediation, GatewayMedia stream quality between endpoints and endpoints to servers

3. EndpointEndpoint factors including system, device, media transport and media path

1. ServersLync servers must be healthy and running without resource constraints

Server Coverage - KHIs

80 KHIs (from 1,000s of Counters)

KHI spreadsheet provides snapshot for a given collection period.

Its (almost) all in QoE

QoE Data collection

How QoE data gets collectedAfter a media session is complete the end point sends QoE data to home pool

All media end points have these capabilities – Lync Clients, Mediation Server, AVMCU, Edge, CAA, etc.

These reports are based on RTCP exchanges between the two endpoints

• Lync 2010 and Lync 2013 use different QoEMetrics instances - Co-existence challenge

• Different database schemas• 2013 - http://technet.microsoft.com/en-us/library/gg398687.aspx • 2010 - http://technet.microsoft.com/en-us/library/gg398687(v=ocs.14).aspx

• Main differences• Support for video and application sharing media streams• Network connection• Subnet and IP addresses• ClassifiedPoorCall location• New Views for Audio and Video streams

• Best Practice: Single instance per deployment

Quality of Experience (QoE) considerations

The Quality of Experience (QoE) Database provides telemetry across the network

Network Coverage

WiredAnd

Wireless LastMile_0_and_

1

AVMCUto

Mediation

Plant_1

AVMCUto

Mediation

Plant_1

WiredAnd

Wireless LastMile_0_and_

1

Mediationto

GatewayPlant_2

Mediationto

GatewayPlant_2

PCD

PCD

Endpoint Coverage

Device• Endpoint_

0• MOS

System• Endpoint_

1• Glitch

Media Path• Endpoint_

2• Relay• VPN

Transport• Endpoint_

3• TCP

CQM Tenets

Structured

End-to-end

Inside-out

Managed

Managed network

Unmanaged Network

Service

Ops Process

Tools

User Experience

Managed versus Unmanaged

19

DemoQoE Database InternalsJens Trier Rasmussen

Ten CQM Elements

Ten CQM elements across three dimensionsThree Dimensions1. Server Plant2. Endpoints3. Last Mile

Each Dimension has a prioritized set of focus areasThere are 10 areas in total9 query QoE for data to identify problem areas Customers can customize the approach

22

Same process is used for all ten elements:

Target -> Remediate -> Maintain

23

Thresholds

Values

Prioritize

Fix

Process

Tools

Thresholds

Values

Prioritize

Fix

Process

Tools

Thresholds

Values

Prioritize

Fix

Process

Tools

Thresholds

Values

Prioritize

Fix

Process

Tools

Thresholds

Values

Prioritize

Fix

Process

Tools

Server Plant0: Server Health1: AVMCU to Mediation

2: Mediation to IP PSTN GW

3:IP PSTN GW Health

AV MCUCAS

CAA

Mediation Server

PSTN Gateway

Server Plant – four elementsCategory Target & Remediate

Server Health • KHIs in healthy range• If not, prioritize finding and fixing root cause

until healthy

AVMCU to Mediation

• Poor streams are PacketLossRate > .01 or PacketLossRateMax > .05

• Determine your target for poor stream thresholds• Example threshold is 2%

• Use detailed queries to find hot pairs with poor streams

• Investigate why so many poor streams• Network equipment issue, gateway

configuration issue etc

Mediation to Gateway

Gateway to PSTN Identify relevant PSTN Gateway statistics

Endpoints0: Device1: System 2: Media Path3: Media Transport

AV MCU

Remote

Internal Internal

Mediation Server

PSTN Gateway

Endpoints – four elementsCategory Target & Remediate

Device • Define target cut-off, example 3.6• AvgSendListenMOS < 3.6 for #Streams > 100

• Identify problematic devices and come up with strategy to fix/replace

System • Define goal (AudioMicGlitchRate < 1)• Define golden PC configuration with drivers etc.

Media Path • Define goal for Media over VPN (target 0%)• Define goal for internal calls using relay (target 0%)• Identify problem subnets and investigate firewall

rules, packet shapers etc. configurationMedia Transport • Define goal for media over TCP (target 0%)

• Identify problem subnets and investigate firewall rules, packet shapers etc. configuration

Last Mile0: Wired1: Wireless

AV MCU

Internal Internal

Mediation Server

Last Mile – two elementsCategory Target & Remediate

Wired • Define threshold for Wired Poor Streams query• Example: PoorStreamsRatio < 5% for sites with >

300 streams• Remediate ordered from worst to best• Isolate subnets and fix• Implement QoS

Wireless • Determine if Wireless will be managed• Define threshold for Wireless Poor Streams query

• Example: PoorStreamsRatio < 10% for sites with > 300 streams

• Remediate ordered from worst to best• Isolate subnets and fix• Implement wireless best practices• Inventory wireless gear and determine UC capabilities

Getting started

Process for working with CQM

• Operationalize

Maintain

• Establish target• Identify

problems• Remediate to

target• Repeat

Remediate

• Server Health• Server-to-

Server• Wired Subnets• Devices

Prioritize

• Run trending queries for two week range

Baseline

CustomerExample

MS_Endpoint GW_Endpoint AllStreamsPoorStream

sPoorStreamsRati

oORLYMED010

4DELYGW01.contoso.co

m 142 49 35%

UKLYMED0108UKLYGW01.contoso.co

m 140 42 30%

SILYMED0110UKLYGW01.contoso.co

m 136 34 25%DELYMED011

1UKLYGW01.contoso.co

m 206 51 25%ORLYMED010

3DELYGW01.contoso.co

m 618 136 22%CALYMED03

01JPLYGW01.contoso.co

m 4,279 880 21%DKLYMED011

2JPLYGW01.contoso.co

m 1,431 275 19%ORLYMED010

2JPLYGW01.contoso.co

m 2,514 473 19%

UKLYMED0109UKLYGW01.contoso.co

m 236 44 19%CALYMED03

01JPLYGW02.contoso.co

m 2,519 463 18%

CALYMED0107UKLYGW01.contoso.co

m 622 109 18%ORLYMED010

5JPLYGW01.contoso.co

m 4,339 605 14%Plant_2_Mediation_GatewayTrending Queries

DemoLync RaaS CQM Report

DemoCQM Prioritize ScorecardGet the Scorecard here: http://aka.ms/H29twl

Send us your comments and questions!

Posters!

CQMFeedback@microsoft.com

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