Cisco Unified CallManager Serviceability System Guide, Release 4.2(3)
Quality Report Tool
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Quality Report Tool

Table Of Contents

Quality Report Tool

Understanding Quality Report Tool (QRT)

Information Included in Phone Problem Reports

Device Management

Where to Find More Information


Quality Report Tool


This chapter provides general and procedural information on the Serviceability Quality Report Tool (QRT).

This chapter contains the following topics:

Understanding Quality Report Tool (QRT)

Information Included in Phone Problem Reports

Device Management

Where to Find More Information

Understanding Quality Report Tool (QRT)

The Quality Report Tool (QRT), a voice-quality and general problem-reporting tool for Cisco Unified IP Phones, extends to IP phones as an NT service. The Cisco Extended Functions service supports the QRT feature. See the "Cisco Extended Functions Service" section for more information on the Cisco Extended Functions service.

QRT comprises the viewer application key component.

The QRT Viewer, located in the Tools menu in Cisco Unified CallManager Serviceability, allows you to filter, format, and view problem reports that are generated. Refer to the "QRT Viewer" section on page 13-1, in the Cisco Unified CallManager Serviceability Administration Guide for more information.

You can configure Cisco Unified IP Phone with QRT, which is installed as part of the Cisco Unified CallManager installation, so that users can report problems with phone calls. Users report issues by using a Cisco Unified IP Phone softkey that is labeled QRT. Any Cisco Unified IP Phone that supports HTTP web server also include support for QRT. The IP phone must be in the Connected, Connected Conference, Connected Transfer, and/or OnHook states for the QRT softkey to be available.

When users press the QRT softkey on their IP phone, they get presented with a list of problem categories. Users can then choose the appropriate problem category, and the system logs their feedback in the XML file. What actual information gets logged depends on the user selection and whether the destination device is a Cisco Unified IP Phone.

For detailed information about how to configure and use QRT, refer to the Cisco Unified CallManager Features and Services Guide.

For more Cisco Unified IP Phone user information, refer to the Cisco Unified IP Phone Administration Guide for Cisco Unified CallManager.

Information Included in Phone Problem Reports

QRT collects information from various sources and compiles the information into an IP Phone Problem report, based on chosen criteria. The following tables contain the different sources from which QRT collects information and describe the IP Phone Problem report fields.

Table 10-1 Information Collected from Source Device 

Source Device Information

Source Device DN—In case of multiline, information lists only first primary DN.

Source Device Type

Source Stream1 Port Number

Source Codec (for example, G.711)

Source Packets (for example, 12, 45, 78)

Source Rcvr Packets (for example, 12, 45, 78)

Source Rcvr Jitter (for example, 0 0)

Source Rcvr Packet Lost (for example, 0, 21 0, 21)

Source Sampling timestamp (Implicit) (for example, 12:30, 13:00, 13:30, 14:00, and so on.)

Destination Device IP Address

Destination Stream1 Port number

Note The number of samples that is collected, such as Packets, Jitter, Packet Lost, and so on, depends on the sampling duration and polling frequency. The QRT collects streaming data only once per call. For example, if A calls B and both A and B submit multiple reports for that same call, only the first report includes the streaming data. Also, for the "Problems with last call" category, these values may reflect only the last snapshot of the streaming statistics that are stored in the phone device. For problem categories, refer to the Cisco Unified IP Phone Administration Guide for Cisco Unified CallManager.


Table 10-2 Information Collected from Destination Device 

Destination Device Information

Destination Device DN—In case of multiline, information lists only first primary DN.

Destination Device Type

Destination Codec

Destination Packets

Destination Rcvr Packets

Destination Rcvr Jitter

Destination Rcvr Packet Lost

Destination Sampling timestamp (Implicit)

Note The number of samples that is collected like Packets, Jitter, Packet Lost, and so on, depends on the sampling duration and polling frequency. Streaming data gets collected only once per call. For example, if A calls B, and both A and B submit multiple reports for that same call, only the first report includes the streaming data. For "Problems with last call" category, these values may reflect only the last snapshot of the streaming statistics that are stored in the phone device. For problem categories, refer to the Cisco Unified IP Phone Administration Guide for Cisco Unified CallManager.



Note If the destination device is also a Cisco Unified IP Phone (for example, 7960, 7940) within the same cluster, QRT collects the previous information. If the destination device is not an IP phone, this information includes only IP address, device name, and device type.


Table 10-3 Information Collected from RIS 

RIS Information

Source Device owner—User name—This name specifies the name of the the user who is currently logged in to the IP phone. If no specific user is logged in, this field shows null.

Source Device IP Address

Source Device Regd. CM

Source Device Type

Source Device Model

Source Device Product

Destination Device Name

Destination Device Type

Destination Device Model

Destination Device Product

Registered CM Name for Destination Device

Destination Device Owner—User name; this name specifies the name of the user who is currently logged in to the IP phone. If no specific user is logged in, this field shows null.


Table 10-4 Information Collected from Cisco CallManager/CTIManager 

Cisco CallManager/CtiManager Information

Source Device Name (MAC)

Calling Party Number—This number specifies the party that placed the call. For transferred calls, the transferred party becomes the calling party.

Original Called Party Number—This number specifies the party that was originally called, after any digit translations have occurred.

Final Called Party Number—For forwarded calls, this number specifies the last party to receive the call. For non-forwarded calls, this field specifies the original called party.

Last Redirect Number—For forwarded calls, this field specifies the last party to redirect the call. For non-forwarded calls, this field specifies the last party to redirect (transfer, conference, and so on) the call.

callManagerId (To distinguish the call for CAR)

callId (To distinguish the call for CAR)

CallState (Connected, On Hook, and so on)



Note Cisco Unified CallManager dumps most of this information into CDR as well.


Table 10-5 Information Collected from Cisco Unified CallManager Database 

Cisco Unified CallManager Database Information

Sampling Duration (Service Parameter)—for example, 50 seconds

Sampling Frequency (Service Parameter)—for example, 30 second

ClusterID (Enterprise Parameter)


Table 10-6 Information Collected from the End User 

End-User Information

Category

ReasonCode

TimeStamp (Implicit)


Related Topics

Listing IP Phone Problem Reports, page 13-2

Alarm Configuration, page 2-1

Trace Configuration, page 5-1

Device Management

When a user presses the QRT softkey, QRT opens the device, so user views various windows for feedback. After the user interaction is over, QRT closes the device. While the user is interacting with the QRT screen, another application, such as Cisco Call Back or Cisco Unified CallManager Assistant, or function keys such as settings, directories, messages, and so on, could overwrite the QRT screen. In this situation, QRT cannot close this device because the device is in the wait state.

Also, if a user is navigating through the QRT window and leaves the device for an extended time and forgets to make a choice such as "go home" or "coffee break," the QRT uses a separate thread that checks periodically for this and closes the unattended/lost device. This action prevents the device from consuming large amounts of resources that, over time, could impact CTI performance. Currently, the default setting designates to check every hour and to close devices that have remained open for more than an hour.

Related Topics

Information Included in Phone Problem Reports

Chapter 13, "QRT Viewer," Cisco Unified CallManager Serviceability Administration Guide

Where to Find More Information

Related Topics

Cisco Unified CallManager Services

Real-Time Monitoring Tool, page 9-1

Simple Network Management Protocol, page 18-1

Additional Cisco Documentation

Cisco Unified CallManager Features and Services Guide

Cisco Unified CallManager Serviceability Administration Guide

Cisco Unified IP Phones and Services:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/english/index.htm