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The Poor Call Quality setting of a call server threshold is based on the Quality Report Tool (QRT) feature of Cisco IP telephones that use the SCCP and SIP protocols. The feature lets users press a QRT softkey to report poor call quality, such as jitter and packet loss. The QRT collects information for troubleshooting the poor performance, formats the information in a report, and sends it to its call server. The call server places the information in a CDR and retains the report.
To enable the feature, a Cisco Unified Communications administrator must define a softkey that a user can press to report a poor-quality call. The QRT softkey can be enabled any time, even while a call is in progress or after a call has completed.
The collector can detect whether the QRT softkey message was sent, and whether a call was in progress when it was sent. If this setting is enabled, the collector automatically generates an incident when it detects a QRT event.
When a Poor Call Quality incident occurs, a Phone Details report is available from the Call Server Incident Details report page. The Phone Details report shows call legs for the 15 minutes before the time the QRT key was pressed and identifies the affected phone.
If the user presses the softkey while the call is in progress, UC Monitor initiates an automatic Call Watch. Data views from the Call Watch Details report are then included in the Incident Details report.
The Poor Call Quality incident does not have a threshold value or a severity. The setting is enabled by default.
The Poor Call Quality incident is triggered when a user presses a softkey. Therefore, it is possible that user error is involved, and no actual performance issue exists.
The usual rules of incident closure do not apply to this type of incident. Because no metrics are monitored whose improvement can trigger incident closure, this incident is either:
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