Introduction

From Availability Manager, access the Microsoft Teams Call Records grid to view Summary Statistics and the Microsoft Teams call records.

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 local tenant, otherwise noted as external
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 Microsoft Teams post session survey
Call Record JSON document

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 Wi-Fi or Wired connections and some headset devices.

Jitter, Packet Loss and Latency warnings

Warnings display using the following criteria:

A Red Warning will be received when:

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

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.

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.

JSON document

Right click on a session of the Teams Call Record to see the raw data of the JSON document. Use the shortcut button to "Copy to Clipboard" to capture the entire document.

Microsoft Teams Call Record grid view > Show Raw Data

Right click on a call record to 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 receive the 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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