Access the Call Quality Monitoring Report

The Call Quality Monitoring Report gives you a single quality rating for a call along with the underlying network and audio measurements that produced it. You can open the report for any call directly from your personal call history in the Cloud Voice App desktop client. This page walks through opening the report and explains what each metric means.

Open the report

1. Sign in to the Cloud Voice App desktop client and go to Call Logs > Personal Logs.

2. Point to the call you want to review, then select the call quality icon () that appears on the row.

   

The report opens in a separate window.

Understand the metrics

The report groups its figures into an overall assessment, endpoint details for both parties, and separate audio measurements for each direction of the call.

Metric	What it tells you
Overall Score	The combined quality score for the call and its rating.
Summary	A short assessment of the call’s quality.
Caller & Callee
Name	The party’s name and number.
Monitoring Duration	How long call quality was measured.
Codec	The codec negotiated for the call.
Client	The client that placed or received the call.
Round Trip Time (ms)	The time for an audio packet to make a round trip.
Local Address	The local IP address the client used on the call.
Public IP Address	The public IP address the client used on the call.
Network Type	The kind of network connection the client was on.
Audio from PBX & Audio to PBX
MOS	The Mean Opinion Score for audio quality: below 3.5 is poor, 3.5 up to 4.0 is moderate, and 4.0 through 5.0 is good.
Packet Loss Rate (%)	The share of audio packets that were lost.
Jitter Buffer (ms)	The buffer used to smooth out variation in packet arrival.
Latency (ms)	The delay introduced by network transmission.

Note

The two audio sections report each direction of the call separately. PBX here means the phone system (Private Branch Exchange). “Audio from PBX” is the sound the client received (the incoming, downstream stream), and “Audio to PBX” is the sound the client sent (the outgoing, upstream stream). Comparing the two figures tells you which direction of the call carried the problem.

Tip

A low MOS combined with a high packet loss rate or latency usually points to a network problem on the call path rather than an issue with the phone system itself.