What is Call Watch? › How to Use Call Watch

How to Use Call Watch

During a Call Watch, UC Monitor collects detailed, real-time quality data for all calls traveling to or from a selected directory number for a specific period. During the Call Watch time frame, UC Monitor polls the associated device for information about call performance during active calls.

All calls made in an Avaya Communication Manager environment are automatically watched. Data from these calls is displayed in the Call Watch Overview, with a Type of Automatic. Because this data accumulates rapidly, it is purged after two days. To retain Call Watch data for a longer period, create a Call Watch definition.

Each Call Watch definition applies to one directory number. You can set up a Call Watch for the directory number of an IP phone in your VoIP system or the directory number of an analog telephone in the PSTN.

Example of a Call Watch scenario

1. A coworker submits a Help Desk ticket claiming that the audio quality of the last call from an IP phone was poor.
2. You set up a two-hour Call Watch for the directory number of the IP phone.
3. You ask the coworker to call again to help you test the system. The Call Watch feature performs extra polling to gather information about call performance.
4. You access the Call Watch Overview report and watch the incoming data. Jitter and latency measurements are high, and the MOS for the call is only 3.3.
5. Click the MOS bar chart to see which direction of the call was affected. The poor performance seems to occur between the destination telephone in the PSTN, and the origination phone in the incoming direction only.

   This information indicates that the problem probably occurs at the voice gateway.

6. You switch to the Call Performance Overview report and drill down into the data for the gateway at the user Location.
7. You find that calls to and from this gateway have low ACOM values, which indicate a problem with excessive echo. Determine whether the echo canceler is functioning properly.