Enable Call Quality Monitoring

Call quality monitoring records diagnostic data about your calls (things like packet loss, jitter, and delay) while your extension is on a call. That data gives technical support the detail they need to pinpoint and resolve call problems quickly, so you normally turn it on only while you are trying to reproduce a call issue. This page shows how to enable the feature for your own extension from the Cloud Voice App.

Requirements

Both the phone system and your app must meet these minimum versions.

Item	Requirement
PBX Server	Version 84.23.0.123 or later
Cloud Voice App	iOS: Version 5.27.18 or later Android: Version 5.27.12 or later

Note

PBX (Private Branch Exchange) is the phone system that hosts your extension and routes your calls. If you are not sure which version is running, your system administrator can confirm it.

Caution

The Monitor Call Quality option only appears when both the PBX server and your app meet the versions above. If you cannot find the setting, update the Cloud Voice App to the latest version first, then check with your administrator about the server version.

Before you begin

Your system administrator must have granted you permission to enable call quality monitoring on your own extension.

Note

This permission is set per extension. If the Monitor Call Quality switch is missing or greyed out even though your versions are correct, ask your administrator to grant you the permission.

Turn on monitoring

1. Sign in to the Cloud Voice App.

2. On the Calls page, tap your account in the top-left corner.

3. Configure and enable monitoring:

   

   1. Tap Monitor Call Quality.
   2. Turn on the Monitor Call Quality switch.
   3. From the Monitoring End Time drop-down list, choose when monitoring should stop.
   4. Tap Done in the top-right corner.

Tip

Pick the shortest end time that still covers when you expect the problem to happen. Monitoring stops automatically at the time you set, so you do not have to remember to turn it off, and your extension only collects diagnostic data during the window you actually need.

Result

While your extension is on a call in the Cloud Voice App, call quality data is collected automatically and a report is built for that call. You can open the report from its matching call log.

For details, see Access Call Quality Monitoring Report.