Enable Call Quality Monitoring for Extensions

Call quality monitoring gathers detailed metrics from an extension’s calls so you can pinpoint the cause of audio problems and other call issues. This page explains how to switch the feature on for an extension from the PBX (Private Branch Exchange, your phone system) web portal.

Note

• Enabling this feature has no effect on the real-time call monitoring available from the extension’s active call interface.
• Instead of turning monitoring on yourself, you can let extension users start it from their own Cloud Voice App. See Grant Call Quality Monitoring Permission to Extensions.

Requirements

Before you enable call quality monitoring, confirm that your system and the extension’s app meet the following minimum versions.

Component	Requirement
PBX server	Firmware 84.23.0.123 or later.
Cloud Voice App (iOS)	Version 5.27.18 or later.
Cloud Voice App (Android)	Version 5.27.12 or later.

Note

On the Cloud Voice App (Desktop) and Cloud Voice App (Web), the feature works as soon as the PBX server is upgraded. No client-side update is needed.

Enable monitoring for an extension

1. Sign in to the PBX web portal and go to Extension and Trunk > Extension.

2. Click the edit icon next to the extension you want to monitor.

3. Open the Features tab and set the following.

   

   a. Select the Monitor Call Quality checkbox.

   b. From the Monitoring End Time drop-down list, choose when monitoring should stop.

   Note

   You can schedule monitoring to run for up to 7 days.

4. Click Save, then Apply.

What happens next

Once monitoring is active, the system automatically records quality metrics whenever the extension is on a call. Each call produces its own call quality report, and those results roll up into an extension-wide Quality of Service (QoS) report. You can open both reports from the PBX web portal, and extension users can open their own per-call reports from the Cloud Voice App.

View reports from the PBX web portal

Call Quality Monitoring Report: Go to Reports and Recordings > CDR > CDR (Advanced) > CDR Details, then click the call quality icon on a call row to open its report. (CDR stands for Call Detail Record, the system’s log of every call.) The icon color reflects the call’s rating: green , orange , or red .

For an explanation of the metrics, see Call Quality Monitoring Report.

Quality of Service Report: Go to Reports and Recordings > Call Reports > Default Reports > Quality of Service Report.

For details, see Quality of Service Report.

View reports from the Cloud Voice App

Extension users can open the per-call report from their own app. The path depends on which app they use.

Cloud Voice App (Mobile)	Cloud Voice App (Desktop)	Cloud Voice App (Web)
Go to Calls > Call Logs, tap the information icon, then tap the call quality icon.	Go to Call Logs > Personal Call Logs, then click the call quality icon.	Go to Call Logs > Personal Call Logs, click the more icon, then choose Call Quality Monitoring Report.