Enable Call Quality Monitoring

Call quality monitoring records the network and audio measurements behind each of your calls, giving technical support the data they need to pinpoint problems faster when something sounds wrong (choppy audio, dropouts, echo, or one-way sound). This page shows how to switch monitoring on for your own extension from the Cloud Voice App desktop client.

Requirements

Your PBX (Private Branch Exchange, the phone system that routes your calls) server must be running firmware 84.23.0.123 or later. If it is on an older version, the Monitor Call Quality settings will not appear.

Before you begin

Your system administrator must have granted your extension permission to enable its own call quality monitoring. Without that permission the option is unavailable, so ask your administrator to grant it first.

Turn on monitoring

1. Sign in to the Cloud Voice App desktop client and go to Preferences > Features.

   Note

   These settings live in your own copy of the desktop client and apply only to your extension. Turning monitoring on here does not affect anyone else’s calls.

2. Under Monitor Call Quality, adjust the following settings.

   

   1. Select the Monitor Call Quality checkbox.

      Tip

      Monitoring only captures calls you make or take while it is switched on, so turn it on before you place the call you want to diagnose. It does not go back and analyze calls that already happened.

   2. Open the Monitoring End Time drop-down list and choose when monitoring should stop.

      Caution

      Monitoring runs only until the end time you pick, then it switches off on its own. The longest window you can set is 7 days. If you are still trying to reproduce a call problem when the window ends, no further data is collected, so set the end time far enough ahead or turn monitoring back on.

3. Select Save.

Result

From now on, whenever you place or take a call in the Cloud Voice App desktop client (while monitoring is active), quality data is gathered in the background and turned into a report automatically. Each report is tied to its call, and you can open it from the matching entry in your call history.

For details on opening a report and reading its metrics, see Access the Call Quality Monitoring Report.