UC Smarter, · SIP Call Setup Analysis Session View - Establish Detail of Setup Routing / Failure...

COPYRIGHT © 2019 NETSCOUT SYSTEMS, INC. 1| NETSCOUT PUBLIC

UC Smarter,

with Smarter ‘Visibility without Borders’

from NETSCOUT

Ray Krug, Solutions Architect, NETSCOUT


Agenda

• UC&C Initiatives - What keeps you up at Night

• Visibility for Smarter UC

• In Action – Ensuring Successful UC Deployments

• Summary


Who Are NETSCOUT?

Proven, Highly Scalable Technology 90% Fortune-500 and 95% Tier-1 CSPs

Unmatched Visibility Across Large Enterprise + CSP’sMonitoring over one-third of Internet and Enterprise traffic.

Market Leader in Service AssuranceCommunication Service Provider, Enterprise, Security

~$1B Revenue, ~3000 Employees – 35% in R&D


UC&C InitiativesUnified Communications and Collaboration

• VoIP Communications – Gateways, phones, etc.

• Collaboration - IM, Desktop Sharing, Video, BYOD etc.

• Deliver an engaging experience for your customers

• Cost Savings

• Flexibility and Agility to provide new services

• Legacy Telephony, ACD replacement, SIP

• Cloud and Hybrid

Unified Communications -

Microsoft Skype for Business,

Cisco UC, Jabber, Avaya..

SIP Trunking

Technology Refresh,

Migration and Cloud

• Omnichannel: voice, video, web, email, chat, social and mobile • Distributed: Agents / Specialists in Call Centre, Branch Office,

and Home BasedContact Centre


Problem StatementUnified Communications is great and all …

– New features

– Immersive Experience

– Improved Productivity

– Cost Efficiencies

– High Quality is Key


Problem StatementUnified Communications is great and all …

– New features

– Immersive Experience

– Improved Productivity

– Cost Efficiencies

– High Quality is Key

Network Convergence

Complexity and

Sophistication

Disruptive Technology

…how do you make sure the customer experience does not suffer?


What Keeps the UC&C Team up at Night?Making sure the customer experience does not suffer

“How can I measure the

success of our SIP Trunk and

SD-WAN deployment?”

“How can we quickly

resolve problems in a

multivendor UC

environment?”

“Is our QOS policy setup

as designed?”

“How can I work with closer

with the Network team to

ensure that the service

works reliably?”

“Where and when do

I need to upgrade?”

“What’s the performance UCC

Deployment Voice, Video,

Setup Quality?”

SIP Trunking

Microsoft

Skype for Business

Cisco UC

Jabber, Telepresence

SDWAN/Cloud


Example Problems – Extract from SIP Survey 2018

You need visibility and evidence to see and troubleshoot these issues


Unified Communications Landscape

Database Servers

Call

RecordingMail

ServersVirtual Desktop

Servers

Call ManagerServers

PresenceServers

Messaging / Texting

IVR

CustomersHome-based

Agent / Expert

Data

Centre

Internet

WAN /

SDWAN

PSTN

Mobile

SIP

Trunk

Enablers

DNS

RADIUS

AD / LDAP

DHCP

Agents

Contact

Centres

Agents

Contact

Centres

Smart Data provides visibility in this complex interconnected environment


Unified Communications Landscape

Database Servers

Call

RecordingMail

ServersVirtual Desktop

Servers

Call ManagerServers

PresenceServers

Messaging / Texting

IVR

CustomersHome-based

Agent / Expert

Data

Centre

Internet

WAN /

SDWAN

PSTN

Mobile

SIP

Trunk

Enablers

DNS

RADIUS

AD / LDAP

DHCP

Agents

Contact

Centres

Agents

Contact

Centres

Smart Data provides visibility in this complex interconnected environment


What is Smart Data?Smart Visibility into Network, Applications, UC&C, Dependencies, and Security

Wire Data



Deep Packet Inspection

Application Performance,

Security KPIs,

and UC&C KPIs

Wire Data


Software CentricDesigned for both Physical (ISNG) and Virtual Environments (vSTREAM)

1

2

Common Situational AwarenessConsistent Views for DevSecOps and for UC&C

Open API & Data FormatsKafka, REST, JSON, AVRO, CSV

Cloud VisibilityVMware, N/S/E/W Visibility, AWS, Azure, GCP, Oracle etc..

4




Security KPIs,

and UC&C KPIs

Wire Data

3


Software CentricDesigned for both Physical (ISNG) and Virtual Environments (vSTREAM)

1

2

Common Situational AwarenessConsistent Views for DevSecOps and for UC&C

Open API & Data FormatsKafka, REST, JSON, AVRO, CSV

Cloud VisibilityVMware, N/S/E/W Visibility, AWS, Azure, GCP, Oracle etc..

4




Security KPIs,

and UC&C KPIs

Wire Data

3


Smart Data to solve UC&C Problems

Understanding User Experience

Network and Enablers

Infrastructure Performance

Bandwidth Congestion,

QoS Assessment,

Enablers: LDAP/AD,DNS,DHCP

Users not registering

Phones not connecting

Slow to connect call

ASI Smart Metrics provide Visibility and evidence







QoS Assessment,


Call Signaling and UC Server

Performance (e.g. SIP)

Signaling Errors,

Call Server Load, Latency

and Balancing




Long Connect Times

No Dial Tone

Dropped Calls








QoS Assessment,


Call Signaling and UC Server

Performance (e.g. SIP)

Signaling Errors,

Call Server Load, Latency

and Balancing

Voice and Video Media

Performance

QoS Mismatch, CODECs,

MOS, One way calls, loss,

jitter




Long Connect Times

No Dial Tone

Dropped Calls

Bad voice quality

Can’t hear

This picture is black

The video has no audio



Smarter UC Service Triage with nGeniusONE

nGeniusONE - quickly resolve problems in a multivendor UC environment

Dashboard

Alerting

Baseline,

Threshold &

ML

Streams and

Single Call

View

Media

(RTP)

Analysis

Signaling

(SIP)

Analysis

Conversation

View

Traffic

Monitor

Grid

Reporting

Problem

Solved

Incident

nGeniusONE

COPYRIGHT © 2019 NETSCOUT SYSTEMS, INC. 19| NETSCOUT PUBLICCOPYRIGHT © 2019 NETSCOUT SYSTEMS, INC.

In Action - Ensuring Successful UC


1. Troubleshooting Call Failures and Quality (SIP)Service Company

Incomplete Calls

Voice Quality degrading

at busy times



• Problem unresolved for weeks

• Even though they had tools –

but lots of separate tools

IT Challenge

Incomplete Calls


at busy times






IT Challenge

Incomplete Calls


at busy times

nGeniusONE

Solution

Tracked SIP to reveal firewall

trust issues

Discover QoS classification

issues



• Quickly resolved problems

that had gone on for weeks

• SIP and Voice Quality Analysis

• Meeting business goals for tool

consolidation including data

services

Problem

Solved




IT Challenge

Incomplete Calls


at busy times

nGeniusONE

Solution

Tracked SIP to reveal firewall

trust issues

Discover QoS classification

issues


Troubleshooting Complex UC EnvironmentsService Dependency Discovery…to SIP Analysis

Call

Managers,

SBCs, IVR

& recording

devices

TOP N

Signaling

Report


Troubleshooting Complex UC EnvironmentsService Dependency Discovery…to SIP Analysis

Call

Managers,

SBCs, IVR

& recording

devices

TOP N

Signaling

Report

SIP signaling issues can be quite intensive to solve


SIP Call Setup AnalysisSession View - Establish Detail of Setup Routing / Failure

Call Setup

Analysis

from

Session ID /

phone



Ladder Diagram

Call Setup

Analysis

from

Session ID /

phone



Ladder Diagram

Call Setup

Analysis

from

Session ID /

phone



Ladder Diagram

Call Setup

Analysis

from

Session ID /

phone

Identifies Demarcation points and

provides evidence:

SIP Trunks (in/out/Enterprise/SP)

SBC Performance

Call Manager Servers

Performance


2. Resolving Call Quality Issues (RTP)Healthcare Company

Poor patient experiences

when attempting to talk

with their doctors



• Upgrade to a next gen VoIP

solution was suffering call

quality issues

• SIP Trunking and 1000 phone program was at risk

IT Challenge



with their doctors





quality issues


IT Challenge



with their doctors

nGeniusONE

Solution

Identified QoS mis-match with

outgoing VoIP assigned a 0

class of service and inbound

was 46 QoS class





quality issues


IT Challenge



with their doctors

• Reduced MTTR, resulting

in improved patient care

experience

• End of finger pointing between hospital IT staff, VoIP vendor and 3rd party WAN provider, driving greater productivityand efficiency

Problem

SolvednGeniusONE

Solution

Identified QoS mis-match with

outgoing VoIP assigned a 0

class of service and inbound

was 46 QoS class


nGeniusONE Holistic Services DashboardSIP Trunk / PSTN / WAN and Application Services All in One View



QoS Mismatch

Causing Issues on

Voice Quality….



QoS Mismatch

Causing Issues on

Voice Quality….


Voice / Video Quality Issues IdentifiedSingle Call View Isolates Root Cause of Voice / Video Quality Issues





X

Voice Quality Issues (Packet

loss) over WAN between

SAN Jose and London



X

Voice Quality Issues (Packet

loss) over WAN between

SAN Jose and London

Identifies Demarcation points and

provides evidence:

Network (WAN/MPLS/Internet/SD-WAN)

SIP Trunks (in/out/Enterprise/SP)

SBC Performance

Call Manager Servers

CODECs, MOS, QoS…


Voice Quality IssueSingle Call View Reveals QoS Mismatch and Change Detail

1) Voice Quality Issues (Packet loss) over WAN between SAN Jose and London.

QoS Mismatch and Change detected….

DSCP 46 to DSCP 0 (Best Effort)….

…this could explain the packet loss causing

quality problems…..

…AND there’s more information we can get from

nGeniusONE to investigate the WAN….


Visibility

How to UC Smarter, with Smart Data from NETSCOUT

Visibility without Borders


Visibility

Proactive real-time assessment

Voice Quality and Call Setup (Signaling)

to solve problems fast




Visibility






Provides understanding of QoS,

and Codec Selection to

preserve quality.

Helps manage bandwidth

utilization as usage grows


Visibility

Provides visibility into

Enablers: AD, DNS, DHCP,

and Applications…








preserve quality.




Visibility



and Applications…

Protect and Ensure: cost savings are realized by

successful Digital Transformation service uptake








preserve quality.




Visibility



and Applications…






Provides Visibility into

other areas beyond IT

control – SDWAN





preserve quality.




Visibility



and Applications…








control – SDWAN





preserve quality.



Improves Collaboration of IT

Ops, Network Engineering and

Telecoms (voice) Teams

Reduces finger pointing

Minimize MTTR / Minimize Downtime


Visibility



and Applications…








control – SDWAN



Ensures that customer communications aren’t impaired by poor call quality or long wait times



preserve quality.



Improves Collaboration of IT

Ops, Network Engineering and

Telecoms (voice) Teams

Reduces finger pointing

Minimize MTTR / Minimize Downtime



Assuring & Protecting the Connected World

Worldwide Financial and

Digital Banking Institutions

Global Enterprises and

Cloud Data CentresLargest Online Healthcare

Systems

Worldwide Communication

Service Providers


Thank You.

www.netscout.com

Need help? Contact [email protected]

mailto:[email protected]

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UC Smarter, · SIP Call Setup Analysis Session View - Establish Detail of Setup Routing / Failure...

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