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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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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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What Does a Video and UC Conferencing Service Owner Do?

The job description for the conferencing service owner could be a bit of a mystery in many enterprises, so I am going to try to demystify the role based on my experience as a Video and UC Conference Service owner at Cisco IT.
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