Voice and video quality is the elephant in the room for managers of converged networks. The migration of real time communications from discrete and proven TDM infrastructure to single backbone IP networks, whilst inevitable, has been made without regard for the implications to mission critical services. The solution vendors have almost completely ignored the question of quality and most have no idea how to measure it and even less ability to diagnose a quality issue when it arises.
The Problem is Real
If you have an IP contact centre where your agents complain of low volume, high echo or 'robot voice' then you know the problem is real. If you have had half a dozen CCIEs poring over sniffer traces that could sink a ship you know the problem is hard to solve. If you are in the middle of an enterprise IP telephony deployment and the senior executive, who never cared about the telephones (as long as they had the biggest handset), start to complain about call drop outs you know the problem will need to be solved quickly.
Psytechnics Experience Manager
Datavoice provides tools which report on actual voice and video quality. These can be deployed as standalone enterprise solutions or bundled with our IP Telephony, Contact Centre or Unified Communications services. Using the Psytechnics Experience Manager suite Datavoice can report on the actual user experience by measuring the performance of the IP packet header and the RTP voice payload of actual calls.
A Solution for all Voice and Video Platforms
Psytechnics Experience Manager is vendor neutral and can independently report on quality for all IP based voice and video traffic. In addition Experience Manger has platform specific integrations with:
- Cisco Call Manager
- ACME Packet SBC
- Microsoft OCS
- Cisco Telepresence
Experience Manager is the only quality monitoring solution capable of providing application payload analysis for Cisco Telepresence and Microsoft OCS.
A Unique Solution
The Experience Manager solution provides real time monitoring of live voice and video traffic by assessing the the bidirectional RTP streams of each call. The data gathered from this assessment process can be used to alert operational staff immediately when a range of definable performance thresholds are breached. A set of diagnostics and troubleshooting features help to determine the root cause of any voice and video quality issue immediately, regardless of whether the issue has been caused by the IP network, voice and video device, gateways, interconnects, or third party equipment.
Experience Manager is unique because, unlike the majority of Voice QM products on the market which calculate a so-called Mean Opinion Score (MOS) on the basis of measuring latency, jitter and packet loss in the network, Experience Manager measures both the IP header performance and actual application payload content (for example echo, signal to noise ratio, low volume) of the real traffic on the network. MOS is reported based on actual user experience according to ITU-T standards.
If you want to know more about ensuring the performance of your mission critical real time communications please contact us.
Further Information
Experience Manager Service Desk Manager
Experience Manager Video Conferencing Performance Management
