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Call Quality issue

Anonymous
2019-09-26T20:59:37+00:00

User reported call quality issue. She was connected through LAN. When checked her meeting at the reported time under Advanced option Concealed sample ratio for internal network is 81.43% and Concealed sample ratio for outside network is 78.32%.

What is Concealed Sample ratio. Please explain in simple language and why is occur and what steps need to be taken.

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  1. Anonymous
    2019-10-05T08:47:56+00:00

    Hi Ashka123,

    Thank you for your post.

    We just need to confirm with you do you still have questions with the call quality issue?

    If you could not reproduce the same situation happened before, your IT crew could keep monitoring from now on then which will better help you from the future. In addition, the Call Analytics we mentioned is also a good tool to assist your call quality troubleshooting. 

    Sincerely regards,

    George

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  1. Anonymous
    2019-09-27T13:35:09+00:00

    Hi Ashka123,

    Thank you for the post and we are more than happy to help you.

    The concealed sample ratio indicates the technique used to smooth out the sudden transition that would usually be caused by the dropped network packets. From your data provided, it could tell that high levels of loss concealment were applied, which means your network or devices is not function stable. (concealed sample ratio <2%good, >7% Bad).

    The step might be taken is:

    1. Double check your network, Percentage of time the packet loss and jitter on receive stream is contribute partly by your network.
    2. Confirm the speaker and microphone if it is function well: Percentage of time the speaker or microphone currently used is not functioning correctly, causing one-way audio issues.
    3. Whether the caller connected over a virtual private network which may cause one -way audio problems.

    We hope this guidance could give you some help, feel free to post if you have any concern.

    Kind Regards,

    George

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  2. Anonymous
    2019-10-03T03:42:32+00:00

    Hi Ashka123,

    Do you still have any concern, we are glad to help you.

    Kind Regards,

    George

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  3. Anonymous
    2019-09-28T12:27:28+00:00

    Hi Ashak123

    Thank you for the reply and appreciate for checking back.

    Since your device seems function one, the problem seems contributed by the packet loss for your internet. For your internet issue, you could communicate with your IT department crew to monitor and analyze the internet to see if there is any reason to cause this. Your crew could investigate any dropping packets from now on, but it seems unlikely to catch packets from the previous session a few days back regarding your concern.

    For more information, you could refer to Use Call Analytics to troubleshoot poor call quality to get the details the cause of your call quality.

    IF you have any further concern, let us know please.

    Kind Regards,

    George

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  4. Anonymous
    2019-09-27T13:54:03+00:00

    Hi George,

    Thanks for the reply.

    1. Double check your network, Percentage of time the packet loss and jitter on receive stream is contribute partly by your network.   As it was happened 3 days ago and after disconnecting call reconnecting fixed the issue. Do you think still we can get these detail from Network guy.
    2. Confirm the speaker and microphone if it is function well: Percentage of time the speaker or microphone currently used is not functioning correctly, causing one-way audio issues.

    She is using Jabra Headset so do not think it creates the issue and also after disconnecting reconnecting it works fine.

    1. Whether the caller connected over a virtual private network which may cause one -way audio problems.  No she is in office and connected through LAN
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