Calls with Failures

Summary

Failures are an important aspect of Call performance which is vital to an optimal user experience.

This report enables call reliability investigations across your organisation. Two failure types are reported;

1. Setup failure: The call couldn’t be established
2. Mid-Call failure: The call was established but unexpectedly terminated

Review tenant calls with and without failures, then prioritise areas for further investigation based on failure stage by volume, and key dates.

This report reduces Mean Time to Information and Mean Time Knowledge (MTTI and MTTK).

Where possible, Microsoft Call records API may provide reasons for failure at setup and mid-call stages for analysis.

An example reason could be “MissingFWIPBlockExemptionRule” indicating network equipment that prevented the media path from being established to the Microsoft 365 or Office 365 network. This might be due to proxy or firewall rules, not being correctly configured to allow access to IP addresses and ports used for Teams.

Failures can occur for a variety of reasons. Examples can include:

• Network equipment or network path preventing media establishment
• Packet inspection, network shapers or deep inspection rules
• Firewalls or proxies being misconfigured e.g. port, IP or rule restrictions, access restricted or re-directed
• Network bandwidth, queueing or wrong prioritisation of traffic
• User behaviour. For example, a user who puts their laptop to sleep (by closing the lid) without exiting the call can be classified as an unexpected call drop

Setup failures impact user experience the most.

This report is filterable by date, AD attribute, directory, stage and connection. Advanced filtering can be carried out by using the Filter pane on the right hand side.

This report tells me

Calls tab

Summary:

• Summary total count of Calls
• Summary total count of Calls with and without failures and % representation
• Summary total count and % of calls with setup failures
• Summary total count and % of calls with mid-call failures

Calls with Failures – Callers/Callees:

• Callers on Wired Connections
• Callers on Wi-Fi Connections

Tenant Calls with and without failures
Tenant Calls with failures by failure reason
Tenant Calls with failures by stage
Tenant Calls with Call Setup/Mid-Call failures by failure reason

Wired / Wifi tab:

Summary:

• Summary total count and % of calls with and without failures
• Summary total count and % of calls with setup/mid-call failures

Calls with Failures – Callers/Callees:

• Wired connections
• WiFi connections

Tenant Calls with and without failures

• Wired connections
• WiFi connections

Tenant Calls with failures by stage – Wired/WiFi

• Setup failure
• Mid-call failure

Tenant Calls with failures by stage – Wired only

• Both participants are wired
• Setup failure
• Mid-call failure

Tenant Calls with failures by stage – WiFi only

• Both participants are using WiFi
• Setup failure
• Mid-call failure

Tips

Mid-call failures are often due to connectivity (dropped WiFi for example), and the client may not be able to send further information. It is common to see “No reason recorded” in this scenario.