This document discusses challenges with troubleshooting Microsoft Teams call quality issues and the need for end-to-end visibility. It provides examples of how a company called Panagenda helps customers address these challenges through their OfficeExpert product. OfficeExpert provides analytics and insights into endpoint performance, network issues, and other factors affecting call quality. It helps customers proactively identify and resolve issues through detailed reports and dashboards. The presentation then demonstrates how OfficeExpert can help identify specific problems like high CPU usage, memory issues, or network routing problems affecting call quality for remote and office-based users.

1. Actionable Insights
Your CEO’s Teams Calls Keep Dropping
… What Do You Do?
VP of Products & Innovation
BEN MENESI
Managing Director, North America
CARL BAUMANN
Call Quality Troubleshooting
Microsoft MVP – Modern Workplace
JOEL OLESON

2. Overview
Enterprise Experience & Awards
2007
Initial software release:
• IBM Domino monitoring and
data analytics solution
2009
Surpassed 150 customers:
• Customers in 20 countries
• Opened new EMEA offices
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
2021
Announced OfficeExpert v4
• M365 Usage Analytics
• License Optimization
• Endpoint Performance
Monitoring (EPM)
• 6 enterprise customers
evaluating EPM solution

3. Agenda 1 Momentum of Microsoft Teams – Joel Oleson
2 Challenges with Teams Call Quality Troubleshooting
3 What Customers Are Saying They Need
4 Real World Examples of Troubleshooting
5 Problem Solving Demonstration
6 Q&A

4. 250M
250 million monthly users for Microsoft Teams
which is a 900% increase since April 2020.
- Microsoft financial report in July 2021
Teams Users

5. IT Challenges for Call Troubleshooting
Call quality issues are
rampant due to work from
home requirements.
Enterprise organizations
deploying 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.

6. Teams Call Quality Troubleshooting
Coordinating a Research Team
IT Help Desk
Microsoft 365
Engineering
Networking
Support
Desktop
Support
 Logs / Trace Routes
 CQD Info
 Metrics
 Guesswork
Support Escalations
3 resources
Senior IT engineers involved
4 to 6 hours
Average time to research a problem
3 days
To complete data gathering and
search for root cause

7. Example CQD Report – office buildings

8. Example CQD Report – user activities

9. Requirements for Call Troubleshooting
Transparency Proactive Support Troubleshooting
 Single pane-of-glass for
research and analysis
 In-depth telemetry for voice
call performance
 End-to-end networking
details for remote users
 CPU and memory usage
 Processes running on
computers causing issues
Full Visibility
 Slow, legacy computers
 Upgrades for home office
networking equipment
 Underperforming ISP’s
 Problematic background
processes on user devices
 Spotlight unsupported headsets
Actionable Insights
 Dashboards and reports showing
when problems occurred
 Quickly pinpoint root cause for
issues during calls
 Identify anomalies from regular
performance history
 Historic data showing patterns for
call quality performance
Fast Response
Enterprise Organizations Need End-to-End Telemetry Data

10. Transforming Hidden Data Actionable Insights

11. 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

12. E X A M P L E C U S T O M E R
65,000
Seats (Large Organization)
200
Pilot users including executives
2
Little time available to perform
analysis and troubleshooting
MONTH PILOT
Use Case #2
Business Value Use Case
Pilot for Teams Voice  Validate Call Quality
 Organization-wide Teams deployment
 Includes 25 Executives and their admins
 Executives reporting bad Teams calls, blaming Teams for performance issues
 Teams vs. Zoom decision depends on outcome of user feedback
Use Case #1
Problem Scenario
Executive Reports Issue
CEO calls CTO on Sunday night to complain about call
quality with meeting held with European business unit.
External Companies Involved
CTO calls VPs from Microsoft and AT&T to find out
who is to blame for the call quality issues.
No Resolution – Delays Pilot Outcome
No root cause identified so the CEO remains frustrated and
decides to delay the pilot until analytics data is available.
CTO Organizes Support Team
IT engineers assigned to gather tracking data to research call
quality issues and identify problem on Monday morning.
Use Case #3

13. Use Case #1
CPU Load Analysis
Key Findings
 Regular CPU spikes observed on executive devices during Teams calls
 Analysis extended to the entire organization

14. Expand Deployment of Teams Voice  Declining CSAT scores
 Pending decision point to purchase additional E5 / Enterprise Voice licenses
 CIO hesitant to continue with Teams Voice deployment based on reported issues
 New security / virus scanning software deployed recently
40,000
Seats (Large Organization)
50%
Deployment for Teams Voice so far
6
Before EA renewal and need to decide on
upgrading more users to Teams Voice
MONTHS
Business Value Use Case
Use Case #2
Use Case #1
E X A M P L E C U S T O M E R
Problem Scenario
Multiple Call Quality Issues
Teams issues for calls and meetings reported to IT
helpdesk regularly, especially from Executives.
Root Cause May Be Security Software
Unable to view logs on employee computers to identify if
background processes are impacting performance.
Problems continue unresolved.
No Visibility for Remote User Experience
Most users reporting issues are working from home office. No
visibility into background processes running on computers.
Frustrated IT Support Team
Too many blind spots in the end-to-end experience for
users. Blame game between IT and Microsoft on what the
true cause is for the ongoing call quality issues.
Use Case #3

15. Use Case #2
Memory and hardware Impact Analysis
Key Findings
 Significant Memory Impact across all 8 GRAM devices (80% devices with over 75% average)
 Extremely high number of persistent hardware failures (~70% devices, average # of scans: 86
per device)

16. Improve User Experience  Identify Networking Issues
 Recently purchase additional E5 / Enterprise Voice licenses
 Employees returning to work in specific office locations
 Business units relying on Teams for all calls and meetings
 No monitoring solution for network performance from endpoint devices
100,000
Seats (Large Government Organization)
100%
Fully Deployed on Microsoft 365
4
Transitioned completely to the Microsoft
cloud platform in 2017
YEARS
Business Value Use Case
Use Case #2
Use Case #1
E X A M P L E C U S T O M E R
Problem Scenario
Support Calls Hitting Helpdesk
Multiple calls received from office users at specific
location all reporting issues about Teams call quality
during the morning hours.
Network Support Denies Impact
Measurements of network traffic provide by support
team show no issues with performance.
Desktop Support Blames Old Devices
Guessing that the problems are caused by legacy computers running
low on memory and experience high CPU rates during Teams calls.
Finally, Smoking Gun Found
After 5-days of research the IT support team found that
network routing issues occurred at that site and were the
root cause of the call quality performance degradation.
Use Case #3

17. Use Case #3
Network Impact Analysis
Key Findings
 High user-impact routes identified on the internal network
 Investigating high impact routes, the network team finds that static routing tables were still in
use, and all wireless clients were sent through a single switch.
 Improved RTT for impacted users by 40%

18. Actionable Insights
Demonstration

19. 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

20. 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

21. Actionable Insights
Questions and Answers
?

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

23. Thank you
Headquarters, Austria:
panagenda GmbH (Ltd.)
Schreyvogelgasse 3/10
AT 1010 Vienna
P: +43 1 89 012 89
F: +43 1 89 012 89-15
E: info@panagenda.com
Headquarters, Germany:
panagenda GmbH (Ltd.)
Lahnstraße 17
DE 64646 Heppenheim
P: +49 6252 67 939-00
F: +49 6252 67 939-16
E: info@panagenda.com
USA:
panagenda Inc.
60 State Street, Suite 700
Boston, MA 02109
P: +1 617 855 5961
F: +1 617 488 2292
E: info@panagenda.com
Germany:
panagenda GmbH (Ltd.)
Lahnstraße 17
DE 64646 Heppenheim
P: +49 6252 67 939-86
F: +49 6252 67 939-16
E: info@panagenda.com
The Netherlands:
Trust Factory B.V.
11th Floor, Koningin Julianaplein 10
NL 2595 AA The Hague
P: +31 70 80 801 96
E: info@panagenda.com