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How Cisco Keeps Quality High For Voice Calls, Part 2: Metrics

In Part 1 of this post, I described how Cisco IT addresses the first key question—about reporting on voice service availability. In this Part 2, we’ll cover the second question: How does the call sound to all of the connected parties?

Cisco IT Metrics for Measuring Call Quality

Although it seems counter-intuitive, the best source of information about voice quality may not be the people who were on the call. Of course, user trouble tickets about problems such as static and echo can be important indicators of bigger issues in a voice system. But we often find that users don’t report voice quality issues, so additional tools are needed.

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Collaboration is Hot … Social Media for the Enterprise Profile by HBR

Several of the brightest minds – academic leaders from Babson College and Bentley University – have written a great profile on social media strategies for the enterprise in the Harvard Business Review.  The authors give readers a quiz to determine which of four types best describe their organizations’ approach to social media:  Read More »

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Would You, Could You, In a Box?

If you saw any coverage of the recent opening of Cisco’s Data Center in North Carolina, you likely noticed that it features two distinct server environments – an in-building facility and a containerized one.  Having them side-by-side naturally raises the question when is a container a good alternative to a brick-and-mortar installation?

I researched that topic a few years ago when I was part of Cisco IT’s Data Center design team, as we explored different approaches to address the company’s computing needs.  I found eight great reasons to consider a containerized Data Center, and three potential reasons not to:

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Collaboration is Hot … a report from the Forrester collaboration forum

I’m back in my hometown of Boston today where I presented Cisco’s collaboration solution to more than 200 IT professionals attending the Forrester Collaboration and Content forum.

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How Cisco Keeps Quality High For Voice Calls, Part 1: Availability

Measuring the quality of voice calls that are carried across a corporate network often comes down to just two key questions:

1. Availability: Will calls go through the first time and every time?

2. Quality Metrics: How do we know how well the call sounds to all of the connected parties?

In this two-part post, I’ll describe how Cisco answers these questions through the tools and processes we use for monitoring voice call quality.

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