Introduction

From Availability Manager, access Access the Microsoft Teams Call records Records grid from Availability Manager, to view Summary Statistics and the Microsoft Teams call records with the following information.

Quick Search buttons above the grid allow selection for Last 1, 6 or 24 hours, Last week or a Custom date and time frame.

Use the arrowheads to expand an organizer or a participant record to see their Segments, and associated Media. This allows you to see each modality used in the call.  eg:  Audio, Video, Screen Sharing and Data.

This section also contains the user feedback if the Microsoft Teams post-session survey form was completed. (The five purple stars)

Call Record details

Call Record details that can be viewed are:

• Start Date and time
• Duration, shown in seconds
• Organiser - who scheduled the meeting or group call; or for PeertoPeer, who started the session
• Participants including the name if internallocal tenant, otherwise noted as External userexternal 
• Type of session eg: Group or Peer to Peer
• Modalities used showing Audio, Video, screen sharing etc
• Stream Quality
• Has User feedback - did a user provide feedback using the MS Team Microsoft Teams post session survey
• Call Record JSON document

Quick Search buttons above the grid allow selection for Last 1, 6 or 24 hours, Last week or a Custom date and time frame.

Use the arrowheads to expand an organizer or a participant record to see their Segments, and associated Media. This allows you to see each modality used in the call; Audio, Video, Screen Sharing and Data.

This section also contains User Feedback if the Teams post-session survey form was completed.

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Expand the Media to see configuration and performance metrics for each modality. On the main-audio media, it is possible to drill down further on WiFi or Wi-Fi or Wired connections and some headset devices.

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Jitter, Packet Loss and Latency warnings

Warnings display using the following criteria:

A Red Warning will be received when:

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• Average Jitter when the value is higher than 30 ms
• Average Packet Loss Rate value is higher than 1%
• Average Latency value is higher than 100 ms

An Amber warning will be received when:

• Max Jitter when the value is higher than 30 ms
• Max Packet Loss Rate value is higher than 10%
• Max Latency value is higher than 100 MS

Headset Device

Headset models with device data will have a drill down to show:

• device details such as model, firmware, maximum listening volume and boom arm position
  • customers cannot hear agent when the boom arm is in an incorrect position 
• Audio levels for listening volume and background noise.
  • consistently high listening volume can damage hearing
  • too much background noise can require increased listening volume
• Audio transaction break down - how much of a call was spent listening, talking or cross talk
  • • cross talk can indicate high latency
    • Mute - percentage of total call
    • Mute presses

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Wi-Fi, Wired and Network Speed

Clicking on wifi will show the Wi-Fi details and Network Speed results. In this example we can see that the Wi-Fi is unsecured with no encryption and open authentication.

Clicking on wired will show the Network Speed results.

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Trunk links to SIP call record

It is possible to click on a hyperlink in the Trunk column to navigate to the SIP call record. This is useful when trouble shooting, including where Failure information is shown.

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JSON document

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Clicking on WiFi will reveal the WiFi details and Network Speed results or just the Network Speed results for Wired connections:

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Right click on a session for of the Teams Call Record to see the raw data of the JSON document. This information can then also be copied to Clipboard.Use the shortcut button to "Copy to Clipboard" to capture the entire document.

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Microsoft Teams Call Record - grid view > Show Raw Data 

Right click on a call record to view show the raw data for the Call Record (JSON document)

Line URI information

The LineURI (sometimes called CLI) is the number that is displayed to the Called party. When you dial an external number from Microsoft Teams using Callroute, the number that is displayed will be the one that has been selected from your LineURI in Microsoft Teams.

To activate data collection for Line URI information, how to configure can be found here...

The daily document which contains all users and their associated information includes the Line URI details. The documents are produced daily at 01:20 UTC.

The documents will be available in Files and Folders:

• The folder is given the name of the Microsoft Teams Service (found in Equipment Locations > Manage Cloud Service).
• The file name starts with the services Name

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Example: Line URI csv content

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