Webinar Recording: https://www.panagenda.com/webinars/the-ceo-ms-teams-calls-keep-dropping-here-is-what-to-do/ With Microsoft Teams replacing your organization’s phone system, it is imperative that MS Teams calls quality to be consistent and reliable, especially for executives. When problems arise, you need to react quickly, spotlight the problem, and get it fixed. But without the detailed telemetry data to do the research, reported issues to go unresolved by most IT groups. This is painfully true for remote workers where IT has visibility gaps for home networks, ISPs, and endpoint computer performance. Traditional monitoring and network management tools are no longer effective in today’s Work-from-Anywhere environment. They leave too many blind spots for performance troubleshooting, especially for Microsoft Teams call quality. And what about those regular users that won’t ever report issues to the Help Desk? They will continue to suffer in silence with a poor digital experience until someone comes to the rescue. That could be IT Operations if they had the actionable insights to guide the way. They could be the hero in this story. Please join us for this webinar on October 4 where you will receive an introduction to OfficeExpert, a next-level Digital Experience Monitoring (DEM) solution. This SaaS product provides end-to-end visibility to measure the performance of Microsoft Teams from the end-user perspective. It brings all the information to your fingertips in a single pane of glass. If you want to know the truth about your employees’ digital experience, quickly fix the issues reported by executives, and proactively help those users suffering in silence, you need a modernized DEM solution like OfficeExpert. Don’t miss the opportunity to take advantage of this timely information. What you will learn - Fast troubleshooting for MS Teams calls quality issue resolution - Real-time performance monitoring for Teams calls and meetings - Spotlight issues with endpoint computers (CPU, memory usage, background processes, etc.) - Identify slow ISPs causing poor performance - And more…

1. Actionable Insights
VP of Products & Innovation
BEN MENESI
Managing Director, North America
CARL BAUMANN
Digital Experience Monitoring
Your CEO’s Microsoft Teams
Calls Keep Dropping!
What Do You Do Now?

2. Overview
Enterprise Experience & Awards
2007
Initial software release:
• IBM Domino monitoring and
data analytics solution
2013
Surpassed 450 customers:
• Customers in 40 countries
• Global licensing agreement
with IBM
2011
Company Expansion:
• New Domino application
analytics and evaluation toolset
• Expanded company with new
offices in North America
2015
Surpassed 700 customers:
• Customers in 75 countries
• Initial release of Enterprise
E-Mail Analytics
2016
Transition to Microsoft:
• Design and architecture for
OfficeExpert solution
• Began customer interviews and
business requirements analysis
2018
Focus on Microsoft 365:
• v1.0 Release of OfficeExpert
• Data analytics for TEAMS usage
and Microsoft 365 licensing
2022
Announced OfficeExpert v4
• Digital Experience Monitoring
(DEM)
• Teams Call Quality
Troubleshooting
• Network Performance Monitoring
• Real-Time Analytics
• 1M+ Endpoints Monitored for
Teams Call Quality

3. Agenda 1 Usage for Microsoft Teams Collaboration
2 Challenges with Teams Call Quality Troubleshooting
3 Understanding the “Blame Game” During Escalations
4 How Full-Visibility Enables Fast Troubleshooting
5 Call Quality Troubleshooting Demonstration
6 Q&A

4. 270M
270 million monthly users for Microsoft Teams
HUGE active usage increase since March 2020.
- Microsoft financial report in January 2022
Teams Users

5. Hybrid work is here to stay
Supporting “work from anywhere…”

6. 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.
Support escalations come
from Executives who need
answers fast.
No single pane-of-glass requires more IT support groups and tools
to be involved for analysis and troubleshooting
Legacy monitoring tools designed for Business Offices
Lack of IT visibility for the last mile: Work-from-Home or Anywhere
Blame Game: Where is the real performance issue – M365 Cloud,
Endpoint Device, Local Network, ISP?
Need Digital Experiencing Monitoring from the endpoint devices:
accurate telemetry data from the user perspective

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

8. Teams Call Quality Troubleshooting - Blame Game
Whose Fault Is It Anyway ?
Trouble Ticket Assigned
Network Support
External ISP
Desktop Support
S u p p ort E s c al atio ns
4 segments
Problem areas to research and analyze
100+
Different possibilities impacting call quality
10+ logs
To review and inspectfor different issues
Microsoft Cloud

9. 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 a Call Quality issues …

10. 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

11. Separate Support Tools for Troubleshooting
Endpoints Networking Microsoft Cloud
▪ System Logs
▪ Event Logs
▪ Task Manager
▪ Windows PerfMon
▪ Firmware Versions
▪ Headset Device Performance
▪ CPU and Memory usage
▪ Background processes
running on computers
Device Performance
▪ Trace Routes
▪ VPN Connectivity Logs
▪ ISP Logs
▪ Network Topology
▪ Network Planner
▪ Network Monitoring (ipMonitor,
Zabbix, Nagios Core, etc.)
▪ ISP Monitoring (ISP Watchdog,
Thousand Eyes, etc.)
LAN & ISP Performance
▪ connectivity.microsoft.com
▪ Call Quality Dashboard (CQD)
▪ Call Analytics
▪ Real-Time Analytics
▪ M365 Service Communications API
▪ Network Connectivity in the
Productivity Score
▪ Round Trip Times (RTT)
▪ Peering Distance to Datacenter
Cloud / Data Center
Analyzingcall quality performance by Digital Experience issues

12. Webinar Poll: End user experience
Does your organization measure digital user experience?
Do you use surveys, or CSAT scores to gauge end user
satisfaction?

13. 62%
“I avoid the service desk”
58%
“I am living with ongoing problems that the service desk can’t fix”
28%
IT Decision makers reported employee feedback to improve Digital Experience in 2021
59%
59% IT Decision makers report IT being goaled on Digital Experience in 2022
Forrester’s Infrastructure Survey 2021 & 2022: 3,600+ Infrastructure decision-makers
Why are we talking about executives?
How about your average end user? Reports from Forrester Research
Forrester’s Research – State if the Service Desk 2022

14. Transforming Hidden Data Actionable Insights

15. 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 EndpointPerformanceMonitoring
Transforming Hidden Data into Actionable Insights
SpotlightPoor Network Performance
proactively identify users with ISP
routing anomalies or poor
performance from Home Office Wi-Fi
IncreaseProductivity
quickly remediate call quality issues
to improve the user experience
Monitor EndpointDevicePerformance
identify legacy hardware that requires
upgrade or additional memory

16. Monitoring the End-to-End Digital Experience
Focus on AOR (Area of Responsibility)
Remote or Office
Workers
Endpoint
Performance
Local Network
Performance
1
ISP Network
Performance Microsoft Cloud
Performance
3
2
4

17. Optimized Call Quality Troubleshooting
Reduce troubleshooting time from Days to Minutes
Full Visibility
Proactive identification of call quality issues for remediation
All performance metrics aggregated and integrated
Fast research, analysis, and troubleshooting from a single UI
Empowers a single IT support engineer with the big picture

18. What is OfficeExpert EPM?
Deployment & Footprint
Enterprise DEM (Digital Experience
Monitoring) Product: Endpoint
agents with a secure back-end SaaS
1 2 3
Local Agents run
under the same
User Context
Single Pane-of-Glass
for fast / accurate
troubleshooting
All data stored
and aggregated
for analytics
Security Modern Synthetic Transactions
Azure based solution to support visibility into the Last Mile in a “Work from Anywhere” world
▪ Local agents don’t require admin
rights to run
▪ No credentials stored at any
time
▪ Performance data is fully
encrypted in transit and at rest
▪ Users authenticated via SSO
▪ End-to-end scans every 15
seconds
▪ Lightweight footprint doesn’t
impact device performance
▪ Source code compiled and
signed by Microsoft
▪ Auto-update managed by
Windows Update Policies

19. Actionable Insights
Demonstration

20. 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
ActionableInsights for Teams Voice Deployments

21. 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
assessmentworkshop
Start gathering your
endpoint performance
data now
ActionableInsights for Call Quality Troubleshooting
** minimum 1,000 seats

22. Forrester Webinar with Will McKeon-White
Analyst covering modern technology operations
October 27th, 2:00 PM (EST)
✓ Benefits of Digital Experience Monitoring
✓ Complexity for Monitoring a Hybrid Workforce
✓ Available Tools and Best Practices for Digital Experience Monitoring
Register Now >
Discussion Topics
Guest Speaker:
Will McKeon-White
(Analyst,Forrester Research)
FEATURING:
www.panagenda.com/webinars

23. Actionable Insights
Questions and Answers
?

24. Thank you
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