Voice users experience poor audio quality in the O365-D/ITAR Lync environment

Symptoms
Users experience frequent instances of poor audio quality or of calls disconnecting unexpectedly in Microsoft Lync Online environments in Microsoft Office 365 dedicated (O365-D)/ITAR when they use Enterprise Voice or dial-in conferencing.
Cause
The issue may occur if one or more of the following conditions are true:
  • The media traverses a proxy or firewall that is doing packet inspection.
  • The path between the Lync Online dedicated user and the Lync Online service is compromised.
  • The public switched telephone network (PSTN) provider is experiencing issues.
Resolution
Here's how:
  1. Review the Quality of Experience (QoE) report, and troubleshoot locally. Review the QoE data for the specific call on which the user experienced the issue by reviewing the user's Call Diagnostics Report (from the Reports Home Page). There are many possible reasons for poor call quality, and the user's organization should use the QoE data to eliminate network or carrier issues before it contacts the Microsoft support team.

    Note If you're unsure of how to access the QoE reports, please engage your service delivery manager for the URL.
  2. If you to suspect that the issue is with Microsoft, collect the following information:
    • Did the audio issue occur for users who used PSTN to dial in to a conference?
      • If yes, please provide the conference URL and dial-in number that was used.
      • If yes, were all users who dialed in affected?
    • If the issue did not occur during a conference, what is the SIP address of the user?
    • What is the telephone number of the PSTN user?
    • What kind of device is being used by the PSTN user (mobile, landline, PBX)?
    • What was the approximate time of the issue?
    • Does this kind of issue frequently occur throughout the organization?
    • Describe the audio issue and which user was affected:
      • Echo: You hear your own voice or someone else’s voice echo.
      • Garbled: Voice is unintelligible, such as when a mobile phone is out of range, or music is distorted.
      • Low volume: People say that you sound too faint, or other people sound too faint.
      • One-way audio: You can hear the caller but the caller can't here you, or vice versa.
      • Other: Please explain.
    • The Call Diagnostics Report.
    • The Office Communicator and Lync log files (also known as the UCCAPI and ETL files) from the Session Initiation Protocol (SIP) user who participated in the call (if the logs are available). For information about these logs, click the following article number to view the article in the Microsoft Knowledge Base: 
      2604292 How to collect log files from Office Communicator, Lync, and Skype for Business Client
      For more information, click the following article number to view the article in the Microsoft Knowledge Base:
      2663997 How to troubleshoot Lync 2010 Conferencing Attendant Application (CAA) issues in Office 365 dedicated or ITAR
  3. Contact Microsoft Online Services Support by online submission or by telephone. Make sure that you have this information nearby, together with detailed information about any troubleshooting steps that you took.
Properties

Article ID: 3116322 - Last Review: 11/24/2015 16:28:00 - Revision: 2.0

Microsoft Business Productivity Online Dedicated, Microsoft Business Productivity Online Suite Federal

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