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Cloud Voice Documentation

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.

What you need

Section titled “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.

What it does

Section titled “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

Section titled “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.

    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.