Unified Communications Video: Identify Issues in Avaya Environments

IR Prognosis at a glance. Watch how Prognosis identifies issues, reduces MTTR and manages multi-vendor UC ecosystems including Avaya, Cisco, Microsoft, Alcatel-Lucent and VMware. This means you can monitor, measure and manage the user’s complete UC experience and take control of your UC environment.

Video Transcription

Jon Micksch, West Territory Manager:

With the increasing complexity of today’s UC environments, one of the most challenging problems to troubleshoot is voice quality issues that transverse multiple systems.

Matt Torpey, Lead Solution Engineer:

Very true Jon. An example might be a call coming in from Avaya PBX, going out a session border controller, with each system providing its own data around user experience isolating the issue can become particularly difficult. Let’s look at an example of how to quickly troubleshoot this issue using Prognosis.

So Jon for this particular user case, a user has reported voice quality issues. Our first step using Prognosis is to drill in at the PBX that the effective user is registered to. Right away, I am presented with summary level detail around voice quality information, network hops, really about overall performance and availability of this entire system. Everything works well from this perspective, so I am going to drill into the Phones to get a little deeper.

From the phones I can locate my user’s extension, I can do that by the name, by type, by status, everything here looks good. So let’s drill a little bit deeper. Under the phone details, now I am presented with configuration level information. I can quickly identify if there is anything incorrect or inconsistencies within the configuration before drilling into the next screen. Everything here looks good, so let’s take a look at those finished calls that the user had complained about voice quality issues on.

Under finished calls, I can identify which call, in particular, the user was complaining about the issues, based on the start and finish times. When I look at that particular call, I am checking for additional information that could indicate a voice quality issue – jitter, packet loss, latency, disturbed traffic class, codec used - everything on this screen looks good to me, so let’s go on to the related calls.

On the relative voice stream screen, I can see that Prognosis has taken the voice quality information from these several different systems and put those together and quickly identified where the degradation did occur. It looks like as soon as this voice stream hit the ACME packet at SBC in Denver, jitter, packet loss and latency were introduced. I can go one step further and look at that particular CDR record for that call and identify that the degradation occurred on the inbound leg.

One last step I want to take before I close this issue out is to understand the impact on other users. Prognosis has identified that this is a one-off issue as all the other voice streams currently being handled by that particular SBC are good.

Jon Micksch, West Territory Manager:

Well, thanks for that overview Matt. That multi-vendor visibility actually reminds of a similar situation that one of our large global banking customers experienced on rolling out [SIP] across their retail locations. When the number of concurrent sessions across their session border controllers hit a certain threshold, users would complain of voice quality issues. The issues were so severe that the project was delayed and it was threatening their projected RLI that the project was based on. Using Prognosis they were able to quickly isolate the issue to a configuration issue on the session border controller, get it resolved and move forward with the project to capture the expected UC ROI.