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Unified Communications Analytics 8.7 - Deployment Guide

Prerequisites for your installation Installing UC Analytics Configuring UC Analytics Adding data sources for Active Directory or Azure Active Directory Adding data sources, chargeback costs, and thresholds for Exchange and Exchange Online
Permissions needed to collect Exchange on-premises or hybrid data Permissions needed to collect from native Exchange Online Creating an Exchange Configuration data source Creating an Exchange Tracking Logs data source Creating an Exchange Mailbox Contents data source Do I need both Exchange Tracking Logs and Exchange Mailbox Contents collections? Creating an Exchange IIS Logs data source Creating an Exchange Mailbox Content Summary data source Creating an Exchange Calendar data source Creating an Exchange Public Folders data source Adding Exchange Online hybrid data sources for hybrid Office 365 Adding Exchange Online data sources for native Office 365 Setting chargeback costs for Exchange Setting thresholds for Exchange metrics Omitting words when filtering by subject or body
Adding data sources, chargeback costs, and thresholds for Skype for Business/Lync Adding data sources, chargeback, and thresholds for Cisco Managing which insights can seen by users Configuring and managing subscriptions Making changes to your deployment Appendix A:Configuring Exchange and Office 365 Appendix B:Configuring the Skype for Business or Lync Server Appendix C:Configuring IIS Log Files to capture ActiveSync or OWA events Appendix D:PowerShell cmdlets used by data sources Appendix E:Backup and recovery options Appendix F:Custom configurations Appendix G: Questions and answers about UC Analytics

Setting thresholds for Skype for Business/Lync metrics

You can set thresholds for Skype for Business/Lync Quality of Experience (QoE) metrics, using different colors to show good calls or the severity of poor calls. When you set a threshold, you set the color that displays when the number is over or under a specified value. When you view a QoE insight, if a value shown in a table meets the set threshold, a colored underline appears below the value.

By default, the Thresholds Classification page lists key Lync QoE thresholds that can be set. You can also add thresholds for the conference and session metrics that are displayed in the Skype for Business/Lync insights. You can use color to identify minimum and maximum values that you want to track.

To set thresholds for the default Skype for Business/Lync QoE metrics
1
Click Classifications and click Thresholds.
2
Click the metric for which you want to set a threshold.
By default, you can set or modify threshold levels for several key QoE stream quality metrics. For more information, see About the default Skype for Business/Lync quality metrics .
3
Specify the operator for the threshold:
•
greater than or equal to
•
greater than
•
less than or equal to
•
less than
4
Set the value for the threshold and the units of measure.
5
Select the color (red, yellow, or green) that should display when the threshold is met.
6
To add another threshold, click Add threshold and specify the value, units of measure, and color.
About the default Skype for Business/Lync quality metrics

The default metrics that display on the Thresholds Classifications page are preset with the recommended thresholds for Skype for Business 2015/2019 and for Lync 2013. Many of them also apply to Lync 2010. To add recommended thresholds that apply only to Lync 2010, you can add a threshold classification for the specific quality metric. For more information, see Adding new threshold classifications

The following table provides basic information about the quality metrics thresholds that are displayed by default:

 
Table 26. Default Skype for Business/Lync quality metrics and recommended thresholds.
Quality metric
Description
Possible thresholds

% of application sharing content lost

The percentage of the content from the sharer that did not reach the viewer. Content can be discarded (or spoiled) when the sharer discards tiles from the graphics source or when the ASMCU tiles discards tiles from sharer respectively.

Available for Microsoft Lync Server 2013 and later only.
•
> 36% is bad.

% of call with high video CPU load

Percentage of the call where the client experienced high CPU load when processing video (dynamic capability flag was active).

Available for Microsoft Lync Server 2013 and later only.
•
> 10% is bad

% of call with low video frame rate

The percentage of the call that is below the low frame rate threshold.

Available for Microsoft Lync Server 2013 and later only.
•
> 10% is bad

% of local video frames lost

The percentage of the total video frames that are lost.
•
> 10% is bad

Average % of packets lost

Packet loss (%) represents the percentage of packets that did not make it to their destination.

Packet loss will cause the audio to be distorted or missing (on the receiver end).
•
< 3% packet loss is considered good
•
> 5% packet loss will affect audio
•
> 7% packet loss is poor (+7% packet loss can be considered a major degradation of quality)
•
> 10% is extremely bad
•
> 50% packet loss - essentially no service

Average % of samples concealed

Average ratio of concealed samples generated by audio healing to typical samples.
•
< 2% is good
•
> 3% is poor
•
> 7% is bad

Average % of video packets lost with error correction

The packet loss rate after forward error correction (FEC) has been applied.

Available for Microsoft Lync Server 2013 and later only.
•
> 10% is bad

Average application sharing RDP latency

Average processing time for remote desktop protocol (RDP) tiles over the duration of the viewing session. A higher total equates to a longer delay in the viewing experience.

Available for Microsoft Lync Server 2013 and later only.
•
> 400 msec is bad.

Average jitter

Jitter (ms) measures the variability of packet delay and results in a distorted or choppy audio experience.

Jitter can increase latency on networks.

Generally, jitter metrics can be qualified as follows:

•
< 20 ms is good
•
> 30 ms is not good (but may be acceptable)
•
> 45 ms is poor

Average network MOS degradation

Network Average Mean Opinion Score (MOS) is the key measurement used to gauge the perceived audio quality (based on an algorithm that calculates how a typical user would rate the voice quality).

This metric shows the amount the Network MOS was reduced because of jitter and packet loss.

It is an integer rating from 0 to 5.
•
5 – excellent
•
4 – good
•
3 – fair
•
2 – poor
•
1 – bad

Average relative endpoint latency

Average amount of one-way latency between the two media end points involved in the application sharing. This is a single-hop latency measure. Relative one-way latency measures the delay between the client and the server.

Available for Microsoft Lync Server 2013 and later only.S
•
> 1.75 ms is bad.

Average round trip latency

Network Round Trip Time (RTT) is the most common measure of latency and is measured in ms.

This measure is the average round trip time for RTP packets between endpoints.

When latency is high, users will likely hear the words, but there will be delays.

For RTP packets as reported in the monitoring reports:

•
< 200 ms is good
•
> 200 ms is poor
•
> 500 ms is bad

Average video frame rate

The average video frame rate sent (outbound) during the call and the average video frame rate received (inbound) during the call. (frames/s)
•
A value of < 7 frames per second is considered poor video quality.

Average video frame rate used

Average frames per second received for all video streams and computed over the duration of the session. This metric is reported for video streams when available. (frames/s)
•
A value of < 7 frames per second is considered poor video quality.

Adding new threshold classifications

In addition to the default threshold metrics, you can set thresholds for additional metrics. You can add threshold classifications for more QoE metrics or for conference and peer-to-peer session metrics.

To add a new threshold classification
1
Click Classifications and click Thresholds.
2
Click Add classification.
3
Beside the displayed field, click the down arrow and select the field that you want from the list.
4
Specify the operator for the threshold:
•
greater than or equal to
•
greater than
•
less than or equal to
•
less than
5
Set the value for the threshold and the units of measure.
6
Select the color (red, yellow, or green) that should display when the threshold is met.
7
To add another threshold for the metric, click Add threshold and specify the value, units of measure, and color.

You can add threshold classifications for the quality metrics that are specific only to Lync 2010.

 
Table 27. Lync 2010-only quality metrics and recommended thresholds.
Quality metric
Description
Possible thresholds

Average estimated bandwidth

The available bandwidth estimated on the client-side. Absolute thresholds are not useful, but when the client detects bandwidth is low (< 100 kbps) audio quality can easily be affected by other applications or network congestion.

In Lync 2010 only.
•
< 100 kbps is bad

Average Listen MOS

The average predicted wideband listening MOS score for audio received from and sent to the network including speech level, noise level, codec, network conditions and capture device characteristics.

Mean Opinion Score (MOS) is the gold standard measurement to gauge the perceived audio quality (an algorithm calculates how a typical user would rate the voice quality).

In Lync 2010 only.
•
5 excellent
•
4 good
•
3 fair
•
2 poor
•
1 bad

In addition to adding the specific Lync 2010 recommended metric thresholds, you can add threshold classifications for a wide range of numeric values that are reported in the Skype for Business/Lync insights.

The following table lists the additional thresholds that you can add and set.

 
Table 28. Skype for Business/Lync threshold classifications that can be added.
Type
Threshold metric

QoE media session
•
Average Conversation MOS

QoE session
•
Device CPU Number of Cores
•
Device CPU Processor Speed

QoE stream
•
% of Call at CIF Resolution
•
% of Call at VGA Resolution
•
% of Call Competing For Network Resources
•
% of Call in Loss Congestion State
•
% of Call in Loss Congestion State From Delayed Packets
•
% of Call at HD720 Resolution
•
% of Error Correction Packets Used
•
% of Packets Dropped By Healer
•
% of Video Frames Lost
•
Average % of Samples Compressed
•
Average % of Samples Stretched
•
Average Application Sharing RDP Latency
•
Average Echo
•
Average Estimated Bandwidth
•
Average Listen MOS
•
Average Network MOS
•
Average Network MOS Degradation From Jitter
•
Average Network MOS Degradation From Packet Loss
•
Average Video Bandwidth
•
Average Video Bit Rate
•
Maximum % of Packets Lost
•
Maximum % of Samples Concealed
•
Maximum Estimated Bandwidth
•
Maximum Jitter
•
Maximum Network MOS Degradation
•
Maximum Round Trip Latency
•
Maximum Video Bit Rate
•
Minimum Estimated Bandwidth
•
Minimum Listen MOS
•
Minimum Network MOS

Conference participant
•
(Media session) Duration
•
Number of IM Messages

Conference
•
Duration

Peer-to-peer session
•
Duration
•
Response Code

Peer-to-peer session participant
•
Number of IM messages

Conferencing policy
•
Maximum Application Sharing Bit Rate
•
Maximum Audio Bit Rate
•
Maximum File Transfer Bit Rate
•
Maximum Meeting Size
•
Maximum Video Bit Rate

Adding data sources, chargeback, and thresholds for Cisco

•
Permissions needed to collect Cisco data
•
Creating a data source for Cisco configuration
•
Creating a data source for Cisco CDR logs
•
Setting call classifications for Cisco
•
Setting chargeback costs for Cisco
•
Setting thresholds for Cisco metrics

Permissions needed to collect Cisco data

Cisco is supported only if Active Directory is present and Cisco end-users are synchronized to Active Directory users using the SAM account name.

To collect data from Cisco, you add different data sources to gather information. You can create the following data sources:

•
Cisco Configuration: end-user data from the Cisco Unified Communications Manager (CUCM) and user data from Active Directory using LDAP
•
Cisco CDR Logs: Peer-to-peer session and conference details from the Cisco CDR (call detail records) log files.
UC Analytics does not directly access your Cisco CDR database. You must copy the CDR logs to a share location from which you want to gather the data. For example, you can configure the Cisco Unified Communications Manager server to automatically upload the CDR logs to the directory you specify.
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