8x8 University is rolling out a new tutorial series for callstats customers. You can sign up for the self-paced demo at the try.callstats.io.
There are two videos in this part, an introductory video about callstats dashboard and the first of three troubleshooting sessions.
When you complete this course, you will be able to Isolating conference call issues. You will learn to:
- Run Query and select Conference Events
- Select & isolate Active Devices, Disruptions, a Dominant Speaker, and Video Ready events
- Identify users with multiple event errors
- View eMOS scores
- Identify why specific users are having issues using MST Charts and ICE Data
Module 1: How to navigate callstats
This video covers the main page, the left navigation of the dashboard, time filters and data retention.
Module 2: Introduction to troubleshooting using callstats
This video introduces the typical checklist used by support engineers and developers to debug issues within a call. This checklist technique will also be used in the upcoming troubleshooting modules where we diagnose more complex scenarios, so bookmark this video!
The advice and the checklist is summarised as follows:
Gather as much information as you can regarding a particular call or issue. At a minimum, identify the User ID of the problem call and the timeframe (a particular date and time would be great).
- Identify the User ID, or Conference ID, and date/time
- Are there any failures or failed connections?
- Check for VPN issue(s) - if were on a VPN or not
- Check eMOS score in participants list
- Determine which side or individual had the most packet loss
- The same analysis in Step 5 can be applied to: Jitter, Round trip time (latency), battery/cpu, audio speech input or playback, or video resolution, frame rate.
Over time, you will discover other steps and tricks that will help to isolate issues in your specific work environment. Please share those with us on Twitter or via an email, we look forward to learning from the community!