SHARE



ABOUT THE AUTHOR


Sponsored by ThousandEyes
SHARE



Sponsored by ThousandEyes | August 29, 2017 |

 
   

Best Practices for UCaaS Monitoring

Best Practices for UCaaS Monitoring In this sponsored post, ThousandEyes highlights why the move to cloud-based UCaaS deployments mandates a unified and proactive VoIP monitoring strategy.

In this sponsored post, ThousandEyes highlights why the move to cloud-based UCaaS deployments mandates a unified and proactive VoIP monitoring strategy.

Unified communications with VoIP is an integral part of any enterprise service portfolio. Despite its importance, maintaining a reliable VoIP service and troubleshooting voice quality remains challenging.

As an application, VoIP is notorious for falling victim to underlying network inconsistencies. Packet loss, latency, and jitter in the network can significantly influence voice quality and service degradation is immediately recognized. VoIP monitoring and troubleshooting is further complicated as enterprises embrace UCaaS. IT teams are now tasked with ensuring application performance over networks they do not own, manage, or maintain.

VoIP monitoring requires a combination of data sets, each providing varying levels of visibility to triage issues and streamline troubleshooting. Call detail records (CDRs) are critical for billing, auditing, and voice call quality analysis. Packet capture and protocol analysis are useful for voice playback and granular inspection of VoIP packets. However, these traditional techniques are reactive in nature and provide limited visibility in a UCaaS environment.

In the era of the cloud, application monitoring and network visibility should not be an afterthought. Enterprises moving to UCaaS solutions should consider the following best practices to maintaining a successful voice strategy.

Benchmark Before Deployment
Consider a proactive approach to VoIP monitoring. Active monitoring solutions simulate VoIP calls within your network by periodically replicating Real-time Transport Protocol (RTP) flows. As you build a continual baseline of performance, active monitoring can provide insights into the health and availability of VoIP applications, along with voice quality metrics like mean opinion score (MOS). The key advantage, however, is that you can now benchmark and validate your UCaaS deployment before going live. Pre-deployment testing can help you proactively plan, assure, and improve service delivery.

Monitor More Than MOS
When it comes to monitoring the quality of a voice call, MOS is the best indicator. However, MOS is not representative of the initial call establishment and SIP signaling phase.

Monitoring SIP transactions along with RTP voice quality should be considered for an effective voice monitoring strategy. While degraded voice quality can lead to poor end-user experience, not being able to even make a call can be equally frustrating. Also, the network path to a SIP server is independent to that of the RTP stream, hence understanding the network topology in each of these stages will provide contextual data for troubleshooting the end-to-end service delivery.

Keep the Network in Perspective
Applications like voice have a low threshold to network inconsistencies. For example, Differentiated Services Code Point (DSCP) remarking can induce network delays and increase latency that can severely affect voice quality. Used within a network, DSCP values are based on the operator's own policies. Because each operator sets its own QoS policies, DSCP values often change at borders between networks. With UCaaS deployments, this effect is enhanced as voice traffic transits multiple third-party ISP networks. Do not lose sight of the underlying network while monitoring for VoIP performance.

With ThousandEyes, you can visualize performance degradation across every network. Try it for free!





COMMENTS



Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

September 20, 2017

Customer experience can make or break your business. But how do you achieve outstanding customer service when you're dealing with outdated organizational structure, lagging technology, dated proces

August 16, 2017

Contact centers have long been at the leading edge of innovation in communications technology, given their promise of measurable ROI and the continual need to optimize customer interactions and sta

July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters - private clouds - for the past few years. With this move comes the opportunity to leverage da

September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.