Link to recording: https://www.panagenda.com/webinars/emergency-alert-why-do-your-ceos-microsoft-teams-calls-keep-dropping/ A webinar by Ben Menesi, Doug Davis & Carl Baumann Microsoft Teams has become the default Telecom System at many enterprise organizations. That means the call quality from Teams must be reliable and consistent, especially for executives. And troubleshooting issues needs to be fast and efficient. When problems arise, you need to react quickly, analyze all the performance data, find the root cause, and get it fixed! However, without the detailed telemetry data to research the true cause, reported call quality issues continue unchecked by most IT groups. This is painfully true for remote workers where IT has visibility gaps for home networks, internet service providers (ISPs), and endpoint computer performance. Having the viewpoint from the end-user digital experience is of utmost importance when trying to find the root cause for Teams call quality issues. What processes and applications were running on the endpoint computer and how was the performance from the home office network and ISP (i.e., Dropped Packets, Hop Count, Round-Trip Times, Peering Distance)? Enterprise organizations need a holistic monitoring tool that provides end-to-end visibility into the employee experience, regardless of where they are working. In this webinar, you will receive an introduction to OfficeExpert Endpoint Performance Monitoring (EPM). This new SaaS solution provides data analytics for Microsoft 365 performance and availability from the end-user perspective. If you want to know the truth about your Teams call quality experience, then please join us to see how actionable insights can speed troubleshooting and help remediate issues before they become escalations from an executive. What you will learn - Fast troubleshooting for call quality issue resolution - Proactive monitoring for home office network performance - Identify slow ISP’s causing poor call quality for remote users - Detailed analytics for end-point computers (CPU, memory usage, background processes, etc.)

1. Actionable Insights
Your CEO’s Teams Calls Are
STILL Dropping
VP of Products & Innovation
BEN MENESI
Managing Director, North America
CARL BAUMANN
Call Quality Troubleshooting
Senior Solutions Architect
DOUG DAVIS

2. Agenda 1 Microsoft Teams Calls: the Executive’s journey
2 Challenges with Teams Call Quality Troubleshooting
3 Webinar Poll: How Long Does Troubleshooting Take?
4 Real World Examples of Executive Escalations
5 Call Quality Troubleshooting Demonstration
6 Q&A

3. How you troubleshoot call quality today…
Bad Teams
Call
Ticket
Opened
5 minutes
30
minutes
1st reach
Attempt
60
minutes
2nd reach
Attempt
ESCALATION
to Network &
Desktop
Support
90
minutes
2
hours
CQD
Analytics
Review
1
day
3rd reach
Attempt
2
days
Review Logs
from Desktop
and Network
Support
Request ISP
Network
Logs
3
days
4
days
Exec
Returns Call
… Logs are gone
Executive

4. Teams Call Quality Troubleshooting - Blame Game
Whose Fault Is It Anyway ?
Trouble Ticket Assigned
?
?
?
?

5. Teams Call Quality Troubleshooting - Blame Game
Whose Fault Is It Anyway ?
Trouble Ticket Assigned
Network Support
External ISP
Desktop Support
Support Escalations
4 segments
Problem areas to research and analyze
100+
Different possibilities impacting call quality
10+ logs
To review and inspect for different issues
Microsoft Cloud

6. Webinar Poll: Teams Call Quality Troubleshooting
How Long Does It Take YOU?
Place your vote on the Average Time to complete analysis
and troubleshooting for Call Quality issues root cause …

7. IT Challenges for Call Quality Troubleshooting
Call quality issues are
rampant due to work from
home requirements.
Enterprise organizations are
trusting Teams Voice to
replace PBX’s and other VoIP
systems.
No historic data stored to perform background research
Unable to monitor end-to-end performance for Calls / Meetings
Lack of visibility for Remote / Home Office user experience
Legacy monitoring tools designed for Business Offices
Support escalations come
from Executives who need
answers fast.

8. Transforming Hidden Data Actionable Insights

9. End-to-End Visibility for Teams Voice Performance
Call Quality Troubleshooting
leverage detailed metrics to perform
root cause analysis quickly +100
Reports and Dashboards
for Endpoint Performance Monitoring
Transforming Hidden Data into Actionable Insights
Spotlight Poor Network Performance
proactively identify users with ISP
routing anomalies or poor
performance from Home Office Wi-Fi
Increase Productivity
quickly remediate call quality issues
to improve the user experience
Monitor Endpoint Device Performance
identify legacy hardware that requires
upgrade or additional memory

10. EXAM PLE SCENARIO
Users rarely works from home
New VPN Software
A new VPN solution was recently deployed
Single User
Complaints coming in from just this one
user
Consistently poor Teams calls reported by executive
The Office
Bad Performance During Calls / Meetings
 Executive always works at the office
 Consistent complaints
 IT ships new computer with 33GB of RAM
 Issues continue
Physical Office
OfficeExpert EPM Findings

11. EXAM PLE SCENARIO
Working from remote office or hotels
New Computer
1-month old with recent upgrade to M365
New on Teams
Little experience with Microsoft Teams
Different Experiences During Travel
Work from anywhere – a parked car?
Struggling with Teams for Calls at the office
 Experiences voice Jitter on half of her calls
 Using VIDEO during calls will freeze up Teams session
 Computer is up-to-date with all latest Microsoft patches
 Office network is well configured and has decent speed
OfficeExpert EPM Findings
Traveling Exec

12. EXAM PLE SCENARIO
Older office building with legacy network
Inconsistent UX
Different users experience poor performance
regardless of their location
Multiple Users
Complaints coming in from multiple users
Poor Performance During Peak Business Hours
Laptops running in slow motion
Unreliable Performance During Calls / Meetings from the Office
 25% of users report bad performance during Teams calls
 Network and bandwidth analysis show decent speed
 Recently updated security software
Satellite Office
OfficeExpert EPM Findings

13. Common Causes For Teams Call Quality Issues
Legacy
Hardware
Background
Processes
Network
Routing Issues
 Overloaded CPU
 Insufficient Memory
 Old Wireless Card
 Virus Scanning
 Too Many Apps Open
 Rogue Webpage Scripts
 VPN Routing Anomalies
 Slow ISP Performance
 Legacy Home Networks

14. Actionable Insights
Demonstration

15. Business Value Summary
Reduced IT support time for call quality
troubleshooting based on full visibility of
user endpoint performance
Easy to Deploy SaaS Solution
1 2 3
No IT
infrastructure
to purchase
Simple Web UI
and API
integration
Secure data
storage for
analytics
Improves adoption of Teams Voice
by enabling fast remediation for
any call quality issues
Accelerate ROI for Microsoft 365
by driving advanced functionality in
Teams for improved collaboration
Actionable Insights for Teams Voice Deployments

16. Next Steps
www.panagenda.com
BROCHURES CASE STUDIES WEBINARS DEMOS DATA SHEETS
Offering free 30-day
production pilot **
REGISTER Today!!!
Signup for a call quality
assessment workshop
Start gathering your
endpoint performance
data now
Actionable Insights for Call Quality Troubleshooting
** minimum 1,000 seats

17. Actionable Insights
Questions and Answers
?

18. Prize Drawing
Contact: carl.baumann@panagenda.com
+1 908-309-3997
Kevin @ Crown Castle (May 2020)

19. Thank you
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