# Call Quality Monitoring Overview

Call quality monitoring lets Cloud Voice measure how extensions perform on live calls and turn that data into reports. When someone reports choppy audio or dropped words, these metrics give you and your support team the evidence needed to pinpoint the cause instead of guessing. This page covers what you need to run it, what it gives you, and how the pieces fit together.

:::note
Cloud Voice calculates call quality using the ITU-T G.107 E-model. Treat the resulting scores as a reference point rather than an absolute measurement, since values can differ depending on how they are computed.
:::

## What you need

Both the server and the app must meet a minimum version before monitoring works.

**Server**

- Cloud Voice server firmware version `84.23.0.123` or later.

**Cloud Voice App**

- iOS: version `5.27.18` or later.
- Android: version `5.27.12` or later.

:::caution
If the server firmware is below `84.23.0.123`, or a mobile user's iOS or Android app is below the version listed above, call quality data is not collected for that extension. Confirm both the server and the client meet the minimums before you rely on the reports.
:::

:::note
The Desktop and Web versions of the Cloud Voice App do not need a separate update. As soon as the server is on a supported firmware version, monitoring is available to them.
:::

## What it does

**Monitoring built on QoS metrics**

Call quality is scored against standard Quality of Service (QoS) measurements, giving you a rounded view of how the network is performing during calls.

**Reporting at two levels**

You get both a big-picture QoS report that summarizes overall quality and breaks it down along several dimensions, and a per-call report with the detailed metrics behind each individual call.

**Automatic alerts on poor quality**

The built-in **Poor Call Quality Reminder** event fires on its own when quality drops during a call, so you are notified as problems happen rather than after the fact.

**Faster fault isolation**

Reports show which leg of a call is degraded (a leg is one segment of the call path, such as caller-to-server or server-to-recipient), letting you narrow down where the trouble sits and resolve it more quickly.

## How it works

1. Turn on monitoring for the extensions you want to track. You can do this centrally from the admin portal, or hand the setting to users so they manage it from their own Cloud Voice App.

   - [Enable Call Quality Monitoring for Extensions](/pbx/administrator-guide/enable-call-quality-monitoring-for-extensions/)
   - [Grant Call Quality Monitoring Permission to Extensions](/pbx/administrator-guide/grant-call-quality-monitoring-permission-to-extensions/)

   Once an enabled extension is on a call during the period you defined, Cloud Voice gathers the quality data automatically, builds a report for that specific call, and rolls it into the extension's overall Quality of Service (QoS) report.

2. Open the reports to analyze the results.

   - [Quality of Service Report](/pbx/administrator-guide/quality-of-service-report/)
   - [Call Quality Monitoring Report](/pbx/administrator-guide/key-metrics-for-cdr-details/#key-metrics-for-cdr-details__table_mt5_q42_ljc)

   :::note
   - Administrators can view both the overall QoS report and the individual call quality reports from the admin portal.
   - Extension users can view their own individual call quality reports from the Cloud Voice App.
   :::