Cisco 8961 Administration Manual page 317

Troubleshooting and Maintenance
Quality Report Tool
The Quality Report Tool (QRT) is a voice quality and general problem-reporting tool for the Cisco Unified
IP Phone. The QRT feature is installed as part of Cisco Unified Communications Manager installation.
You can configure user Cisco Unified IP Phones with QRT. When you do so, users can report problems with
phone calls by pressing Report Quality. This softkey or button is available only when the Cisco Unified IP
Phone is in the Connected, Connected Conference, Connected Transfer, or OnHook states.
When a user presses Report Quality, a list of problem categories appears. The user selects the appropriate
problem category, and this feedback is logged in an XML file. Actual information that is logged depends on
the user selection and whether the destination device is a Cisco Unified IP Phone.
For more information about using QRT, see Cisco Unified Communications Manager Features and Services
Guide.
Voice Quality Monitoring
To measure the voice quality of calls that are sent and received within the network, Cisco Unified IP Phones
use the following statistical metrics that are based on concealment events. The DSP plays concealment frames
to mask frame loss in the voice packet stream.
• Concealment Ratio metrics show the ratio of concealment frames over total speech frames. An interval
• Concealed Second metrics show the number of seconds in which the DSP plays concealment frames
Concealment ratio and concealment seconds are primary measurements that are based on frame loss. A
Note
Conceal Ratio of zero indicates that the IP network is delivering frames and packets on time with no loss.
You can access voice quality metrics from the Cisco Unified IP Phone by using the Call Statistics screen (see
Display Call Statistics Screen, on page
on page
Voice Quality Troubleshooting Tips
When you observe significant and persistent changes to metrics, use the following table for general
troubleshooting information:
Table 58: Changes to Voice Quality Metrics
Metric change
Conceal Ratio and Conceal
Seconds increase significantly.
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conceal ratio is calculated every 3 seconds.
due to lost frames. A severely concealed second is a second in which the DSP plays more than five
percent concealment frames.
247).
Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 10.0
240) or remotely by using Streaming Statistics (see
Condition
Network impairment from packet loss or high jitter.
Quality Report Tool
Remote Monitoring,
(SIP)
293