Leveraging UC Monitoring for Unified Communications Apps (MS Teams, Zoom, Google Meet)

With insights from Grand View Research revealing that the global Unified Communications (UC) market surged to an estimated value of $136 billion in 2023, it's obvious that UC has become a cornerstone of modern business communication. Over half a million businesses worldwide have embraced UC technology, harnessing its capabilities to streamline communication channels and elevate organizational success.

As businesses increasingly rely on UC solutions like Zoom, MS Teams and Google Meet, when UC performance issues inevitably happen, as they always do, the consequences for businesses are bigger than ever. While so many international businesses and remote workers rely on UC apps, they're not equipped with the tools they need to identify and troubleshoot performance issues.

This is where UC monitoring comes into play...

Unified Communications (UC) monitoring is the answer for businesses looking for a way to proactively identify and solve issues with their UC applications for all their users. It involves the comprehensive observation of various communication channels (MS Teams, Zoom, Google Meet) and tools within a unified communications system.

This encompasses monitoring services such as Voice over IP (VoIP), video conferencing, instant messaging, email, and other collaboration tools. By continuously monitoring these channels and tools, organizations can ensure that their UC applications deliver optimal performance and user experience across the board.

The primary objective of UC monitoring is to track the performance, availability, and quality of these communication services to align with organizational standards and requirements. Additionally, UC monitoring aims to identify and troubleshoot UC issues remotely, ensuring that UC apps are working as they should be, and ultimately improving the user experience for all stakeholders. Key metrics monitored include call quality, network performance, server uptime, response times, and the overall user experience.

Unified communications (UC) monitoring extends its advantages across all facets of an organization, benefiting employees, customers, and clients alike:

1. Empowering Remote Workers:

UC monitoring plays a crucial role in supporting remote workers by ensuring the quality of service for UCaaS (Unified Communications as a Service) applications. By continuously monitoring and optimizing network performance, UC monitoring tools enable seamless communication experiences for remote employees, regardless of their location or device.

2. Ensuring Call Quality Across All Devices:

One of the key benefits of UC monitoring is its ability to ensure consistent call quality across every device in the network. By monitoring application and device performance in real-time, organizations can identify and address issues that may impact call quality, such as network congestion or device compatibility issues, ensuring optimal communication experiences for all users.

3. Enhancing Customer Experience:

Monitoring tools provide valuable insights into customer experience by collecting data for analysis. By monitoring application and device performance, organizations can gain valuable insights into customer interactions and experiences, enabling them to identify areas for improvement and enhance overall customer satisfaction.

4. Facilitating Network Administration:

UC monitoring benefits network admins by helping them quickly detect and resolve device or connection failures, traffic bottlenecks, and other network issues. By providing real-time visibility into network performance, monitoring tools empower administrators to proactively address issues before they escalate, ensuring uninterrupted communication and productivity.

5. Strengthening Data Security:

Network monitoring tools also contribute to better data security management by identifying weaknesses in the network infrastructure. By monitoring network traffic and identifying potential vulnerabilities, organizations can strengthen their defences against cyber threats, making it harder for hackers and cybercriminals to gain unauthorized access to sensitive information.

Businesses utilizing various separate communication applications (Microsoft Teams, Zoom, and Google Meet) often face a significant challenge: the time lost as employees constantly switch between these disparate tools. According to findings from Harvard Business Review, workers spend an average of 4 hours per week navigating between apps. This translates to a substantial loss of productivity over a working year – time that could otherwise be dedicated to achieving business objectives. Unified Communications emerges as a pivotal solution in addressing this issue and safeguarding employee productivity.

For example, if it's a potential client seeking to communicate with a salesperson presenting company offerings, UC is undeniably mission-critical. The cost of a subpar unified communications system can be severe for an enterprise, leading to significant costs and missed opportunities.

UC monitoring plays a vital role in ensuring the reliable performance of platforms like Microsoft Teams, Zoom, and Google Meet. By continuously monitoring performance metrics, identifying potential issues, and proactively addressing them, businesses can maximize the value of their UC investments and ensure seamless communication and collaboration across the organization.

1. Ensuring Clear Voice and Video Calls:

UC monitoring ensures that voice and video calls conducted through platforms like Microsoft Teams, Zoom, and Google Meet maintain clarity and quality, minimizing disruptions. By continuously monitoring call quality metrics such as audio clarity, video resolution, and connection stability, organizations can proactively address any issues that may arise, ensuring smooth communication experiences for all users.

2. Identifying Performance Issues:

80% of VoIP issues are related to network performance. Proactively identifying and addressing performance issues is crucial to maintaining seamless communication experiences. UC monitoring allows organizations to monitor various network performance metrics, including latency, packet loss, and jitter. By detecting and troubleshooting performance issues in real-time, businesses can prevent communication breakdowns and ensure uninterrupted workflow efficiency.

3. Performing Network Assessment:

Before and after deploying a new UC application, conducting a thorough network assessment is essential to optimize network infrastructure and support the demands of these applications. UC monitoring tools provide valuable insights into network performance and historical data, allowing organizations to identify potential bottlenecks, optimize network configurations, and ensure seamless integration of UC applications into existing infrastructure.

For more network information on network assessments for specific UC applications, check out our other resources:

• **Microsoft Teams Network Assessment(/blog/microsoft-teams-network-assessment/)

By addressing user complaints and optimizing UC performance, organizations can significantly enhance the overall user experience, fostering greater productivity and satisfaction. UC monitoring enables businesses to proactively identify and resolve issues that may impact user experience, such as call drops, audio/video lag, or connectivity issues, thereby ensuring optimal performance and user satisfaction.

It's crucial to recognize that many issues within platforms like Microsoft Teams, Zoom, and Google Meet often originate from underlying network issues. These issues can come from various sources, including misconfigured or outdated devices, insufficient network links, bandwidth throttling by Internet Service Providers (ISPs), poor Quality of Service (QoS) implementations, or network infrastructure problems.

That’s why it's important not only to monitor UC applications themselves but also to assess the overall health and performance of the network infrastructure. By doing so, organizations can gain a comprehensive understanding of the network's condition and pinpoint the root causes of UC issues, enabling more effective troubleshooting. Thus, monitoring the network as a whole is essential for obtaining a complete picture of network health and identifying the origins of issues impacting UC performance.

Here's a closer look at how network performance influences UC performance:

1. Bandwidth Availability:

Sufficient bandwidth is essential for the smooth transmission of voice and video data in UC applications. Inadequate bandwidth can lead to audio and video distortion, delays in call connections, and overall poor call quality. By ensuring sufficient bandwidth availability, organizations can mitigate these issues and maintain optimal UC performance.

2. Latency:

Latency, or the delay in data transmission, can significantly impact the responsiveness of UC applications. High latency can lead to noticeable delays in voice transmission, resulting in disjointed conversations and reduced user satisfaction. Minimizing latency through efficient network management is crucial for ensuring real-time communication experiences.

You can do this with Obkio's continuous, end-to-end latency monitoring tool.. Identify and troubleshoot high latency issues anywhere in your network.

3. Packet Loss:

Packet loss refers to the loss of data packets during transmission, which can occur due to network congestion or insufficient bandwidth. In UC applications, packet loss can manifest as audio or video distortion, dropped calls, or frozen video screens. Monitoring and mitigating packet loss through network optimization techniques are essential for maintaining high-quality communication experiences.

Lucky for you, Obkio's Packet Loss Monitoring tool allows you to identify, measure, and troubleshoot packet loss with precision and ease.

4. Jitter:

Jitter, or the variation in packet arrival times, can disrupt the smooth flow of voice and video data in UC applications. Consistent jitter levels are crucial for ensuring stable and uninterrupted communication experiences. By minimizing jitter through network prioritization and quality of service (QoS) configurations, organizations can enhance the reliability of UC applications.

Continuously measure network jitter and defeat the enemy of VoIP calls with Obkio's Jitter Monitoring tool

5. Network Congestion:

High network congestion can occur during peak usage periods, leading to delays and performance degradation in UC applications. Congestion management strategies, such as traffic shaping and bandwidth allocation, are essential for mitigating network congestion and ensuring consistent UC performance, even under heavy network loads.

6. Quality of Service (QoS):

Implementing Quality of Service (QoS) policies allows organizations to prioritize UC traffic over other network traffic, ensuring consistent performance and reliable communication experiences. By assigning appropriate QoS settings to UC applications, organizations can guarantee the necessary network resources for optimal UC performance.

Network performance is a critical determinant of the overall performance of Unified Communications systems. The seamless operation of UC applications like Microsoft Teams, Zoom, and Google Meet relies heavily on the efficiency and reliability of the underlying network infrastructure.

In the realm of Unified Communications (UC), where managing complex multi-vendor networks involves seamlessly integrating voice, video conferencing, instant messaging, and IT systems over converged IP networks, Obkio Network Performance Monitoring software emerges as a crucial ally.

Whether your UC environment operates on-premises, in the cloud, or in a hybrid model, Obkio's NPM tool offers a range of features for Unified Communications Monitoring, empowering organizations to effortlessly monitor, troubleshoot, and optimize UC environments to deliver unparalleled end-user experience.

With the stakes high and downtime unacceptable, Obkio ensures clear communication over UC apps, providing essential features tailored specifically for UC monitoring. Additionally, Obkio allows you to monitor a variety of different UC apps like:

• Microsoft Teams
• Zoom
• Google Meet

With a focus on delivering detailed visibility, pinpointing bottlenecks, and facilitating proactive UC management, Obkio ensures seamless connectivity and an outstanding user experience. Its intuitive interface and powerful capabilities empower IT professionals and network administrators to effortlessly monitor and optimize their networks.

Continuous Monitoring Between UC Apps and Users

Key among Obkio's features is its active network monitoring functionality. Through strategically deployed lightweight Monitoring Agents across your network, Obkio continuously gathers real-time data on critical network performance metrics such as latency, packet loss, and throughput. This real-time information enables proactive identification of potential issues, swift troubleshooting of network bottlenecks, and data-driven decision-making to enhance network performance.

Additionally, the agents allow businesses to monitor the performance between the UC apps they're using and the workers' workstations. With local agents deployed on workstations and agents deployed in the UC apps' cloud infrastructures, organizations gain comprehensive visibility into network performance, ensuring smooth communication experiences for all users.

Measure VoIP Quality with MOS:

Obkio allows organizations to assess VoIP call quality by calculating the Mean Opinion Score (MOS) for each ongoing call. This metric rates call quality on a scale from 1 to 5, ranging from Poor to Best, enabling organizations to gauge and maintain optimal call quality standards. Learn more about Obkio's Monitoring MOS tool

Perform a Network Assessment:

Before deploying new UC applications, organizations can leverage Obkio to conduct a comprehensive network assessment. This proactive approach helps identify potential network issues that could impact the quality of video or messaging apps, ensuring a smooth deployment process and uninterrupted user experiences.

Historical Data & Baseline:

Obkio enables organizations to collect and analyze historical data, allowing them to pinpoint past issues such as laggy video or dropped calls. By establishing a baseline of network performance with granular 1-minute granularity, organizations can track performance trends and proactively address potential issues before they escalate.

Obkio provides detailed network performance reports and analytics, furnishing valuable insights into historical trends, patterns, and performance fluctuations. Armed with these reports, organizations can identify long-term optimization opportunities and effectively plan for future network capacity requirements.

Obkio's intuitive dashboards and customizable alerts ensure continuous monitoring of network performance. Users can configure notifications to receive instant alerts when network metrics surpass predefined thresholds, enabling proactive troubleshooting of potential network issues.

Public Monitoring Agents:

Leveraging Obkio's Public Monitoring Agents hosted on AWS, Azure, or Google Cloud, organizations can monitor network traffic up to the cloud or public clouds where UC applications are hosted. This comprehensive approach provides visibility into network performance across all segments, ensuring end-to-end monitoring and optimization.

Furthermore, Obkio offers a plethora of dashboards and visualizations, including a chord diagram showing the performance of every network location at a glance, Network Response Time graphs showing key network metrics, network device monitoring graphs, VoIP Quality graphs, APM graphs, speed tests, visual traceroutes, thresholds, and notifications. These features provide real-time data visualization, facilitating effective monitoring and optimization of network performance.

For continuous monitoring of your network and performance across Microsoft Teams, Zoom, and Google Meet, we highly recommend utilizing a robust tool like Obkio Network Monitoring software.

A network monitoring tool offers the capability to continuously track end-to-end network performance, swiftly identifying and pinpointing network issues. It proves invaluable in isolating the source of problems impacting the performance of Microsoft Teams, Zoom, or Google Meet, especially when these applications exhibit instability despite the internet connection functioning correctly.

It's crucial to recognize that network issues, rather than solely internet connectivity, can often be the root cause of performance problems. With Obkio's specialized features for Unified Communications (UC) and Voice over IP (VoIP) monitoring, you gain your dedicated network monitor tailored to support all three UC applications seamlessly.

Obkio allows you to monitor the performance between specific UC apps (Zoom, MS Teams, Google Meet), and the people using those apps. So first, you’ll need to deploy Monitoring Agents in the network locations you want to monitor.

For that, you’ll first need On-Premise Agents. These Monitoring Agents are deployed in your local network, in key network locations like your head office, branch office, data centers and network devices. They allow you to monitor network performance from your end towards Your UC apps. We recommend the Software (Linux, Windows, Docker) agent that can be installed on your favourite Linux distribution, including Amazon Linux and Amazon Linux 2.

To initiate monitoring of network performance for Microsoft Teams, Zoom, and Google Meet with Obkio, you’ll then need to Monitoring Agents in the UC apps’ infrastructures. These agents continuously exchange synthetic traffic to monitor both network and application performance between UC applications and their users. No matter where users are located, Obkio has an eye on UC performance from anywhere.

A. Selection of Monitoring Agents:

Each application operates within its specific infrastructure. This led to the development of various types of Public Monitoring Agents which are pre-deployed in various Cloud environments and hosted by Obkio. Obkio has tailored its offerings to include:

• AWS Agent for Zoom
• Microsoft Azure Agent for Microsoft Teams
• Google Cloud Agent for Google Meet

To maintain clarity, let's proceed with the AWS Monitoring Agent example for now. However, rest assured that you'll find links to examples of the Microsoft Azure and Google Cloud agents later on.

Considering Zoom's reliance on AWS infrastructure for its operations, it's recommended to utilize an AWS Monitoring Agent for monitoring Zoom network performance. Obkio's AWS Monitoring Agent is specifically designed for this purpose.

The AWS Monitoring Agents provided by Obkio are hosted and maintained within the AWS cloud infrastructure, ensuring seamless deployment within seconds. These agents are particularly well-suited for AWS network monitoring needs, offering reliable performance insights for optimizing the performance of Zoom.

B. Select the Appropriate Agent Location

Zoom stores customer data in Amazon's global cloud locations by utilizing Amazon's AWS infrastructure. Therefore, you must select a Public Monitoring Agent that has been installed in the AWS Data Center that is closest to you if you want to keep an eye on how these apps are doing.

See our post on How to Identify the Zoom Data Center Location on AWS Infrastructure to find out where your Zoom is used as an AWS data center.

You can select your Data Center in the Zoom settings if you're using a Pro, Business, Enterprise, or Education subscription. This Zoom documentation explains how to accomplish this.

C. Use Over Two Agents

We advise using at least two Agents to achieve a more precise data comparison.

Cloud service providers like Google Cloud, AWS, and Azure are necessary for the operation of many other apps, including Zoom. Even if you aren't a customer of these companies, keeping an eye on these cloud apps' performance can assist you in determining:

If the issues you're having are local, or if they're occurring within the AWS network and impacting numerous applications and websites that use AWS,

When tracking Zoom network performance between your headquarters and the Internet, for instance:

• Use one agent in your head office
• Two agents (such as an AWS agent and an Azure agent) to keep an eye on Internet performance.

In this way, you can quickly determine whether a network issue is impacting all of your sites or just one. Having Agents enables you to get the most accurate data for troubleshooting and to establish a benchmark if the issue is impacting all of your sites.

Pro-Tip: If you want to monitor Microsoft Teams instead of Zoom, you can utilize the Azure Agent!

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You now have a Zoom network monitoring tool after configuring your AWS Monitoring Agent and following Obkio's Onboarding Wizard! The performance of Zoom will then be continuously monitored throughout your network by your Monitoring Agents exchanging synthetic UDP traffic with one another.

Maintaining a stable and dependable network connection is paramount to delivering a seamless user experience. Obkio diligently monitors crucial network performance metrics to detect any network-related issues that may impact Zoom performance. These metrics include:

1. Latency: Latency measures the time taken for data to travel from sender to receiver. High latency, particularly in VoIP, can lead to audio and video synchronization delays, resulting in a subpar user experience. Lower latency values are preferable, measured in milliseconds (ms).

2. Jitter: Jitter reflects the variation in packet arrival delay caused by network congestion or queuing issues. In Zoom, elevated jitter levels can cause audio and video distortion, hindering conversation comprehension. Lower jitter values are desirable, also measured in milliseconds (ms).

3. Packet Loss: Packet loss occurs when data packets are dropped or fail to reach their destination. In Zoom, packet loss can manifest as choppy audio/video, pixelation, or frozen screens. Lower packet loss rates, expressed as a percentage, are preferred.

4. VoIP Quality with MOS Score: VoIP quality assesses the clarity, consistency, and reliability of voice communication during Zoom meetings. Various factors like background noise, echo, and dropped audio packets can impact VoIP quality. Monitoring metrics such as Mean Opinion Score (MOS), signal-to-noise ratio (SNR), and packet loss rate ensure effective communication without audio-related issues.

5. Bandwidth: Bandwidth denotes the data transmission capacity over a network connection within a specific time frame. In Zoom, adequate bandwidth is crucial for supporting high-quality audio/video streams. Insufficient bandwidth can degrade audio/video quality, typically measured in bits per second (bps) or kilobits per second (Kbps).

6. Network Congestion: Network congestion arises from high traffic volume, resulting in performance degradation. In Zoom, network congestion can cause increased latency, packet loss, and jitter. Monitoring signs of congestion helps identify potential issues before affecting user experience.

7. Firewall and Proxy Settings: Firewalls and proxies may impact Zoom performance by blocking network ports or interfering with data transmission. Monitoring these settings ensures necessary ports are open and configured correctly for Zoom.

8. Quality of Service (QoS): QoS prioritizes specific network traffic, like Zoom video and audio packets, over others. Implementing QoS mechanisms ensures Zoom traffic receives priority treatment, minimizing performance issues.

The primary goal of UC monitoring is to identify and troubleshoot issues related to the various unified communications (UC) applications (Microsoft Teams, Zoom, and Google Meet) used within an organization. This involves closely monitoring the performance, availability, and quality of UC services for all users. By doing so, organizations can proactively detect any anomalies or performance degradation that may affect the user experience.

UC monitoring tools like Obkio enable IT teams to track key performance metrics such as call quality, network latency, packet loss, and bandwidth utilization. When deviations from normal operating conditions are detected, these tools provide alerts and smart notifications to prompt further investigation and resolution.

Here are some common performance issues you might face with Microsoft Teams, Zoom, and Google Meet, that Obkio’s UC Monitoring tool will help you identify and troubleshoot:

• Zoom Internet Connection Problems: Slow or unstable Internet connections can lead to audio and video lag, poor quality, or disconnections during Zoom meetings.
• Zoom Hardware Issues: Inadequate hardware, such as an outdated computer or insufficient RAM, can cause Zoom to run slowly or crash.
• Zoom Audio and Video Quality Issues: Poor audio or video quality can result from low bandwidth, improper camera/microphone settings, or background noise.
• Zoom Bandwidth Limitations: Insufficient bandwidth can lead to audio and video quality issues, such as pixelated video or choppy audio.
• Zoom Network Congestion: High network traffic or congestion can cause delays, packet loss, and disruptions during Zoom meetings, especially in shared or public networks.
• ISP Throttling: Some Internet Service Providers (ISPs) may throttle or limit bandwidth for certain types of traffic, affecting the performance of Zoom meetings.
• Zoom Wi-Fi Issues: Interference from other Wi-Fi devices, crowded Wi-Fi channels, or weak Wi-Fi signals can cause disruptions in Zoom calls, leading to dropped connections or poor audio/video quality.

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• Slow MS Teams Performance: Teams may run slowly or experience delays when loading chats, channels, or files, which can be caused by various factors such as network issues, hardware limitations, or software conflicts.
• MS Teams Audio/Video Quality Problems: Issues with audio or video quality, such as pixelation, freezing, or audio lag, can occur due to network bandwidth limitations, device compatibility issues, or software settings.
• MS Teams Connectivity Issues: Users may experience frequent disconnections or trouble joining meetings due to network disruptions, firewall settings, or server issues.
• High CPU or Memory Usage for MS Teams: Teams' resource-intensive nature can cause high CPU or memory usage on devices, leading to sluggish performance or system instability.
• MS Teams Latency Issues: Latency refers to delays in data transmission between devices. High Microsoft Teams latency can cause lagging, delays in messages or file transfers, and interruptions during audio/video calls.
• MS Teams Packet Loss: Packet loss occurs when data packets are lost or not delivered successfully during transmission. This can result in audio/video quality degradation, distorted conversations, or dropped calls.
• MS Teams Connectivity Problems: Users may experience difficulties in connecting to Teams, frequent disconnections, or error messages indicating network issues.
• MS Teams DNS Issues: Incorrect DNS configurations or DNS resolution problems can lead to difficulties in accessing Teams' servers, joining meetings, or loading content.

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• Google Meet Audio/Video Quality Problems: Issues with audio or video quality, such as pixelation, freezing, or audio lag, can occur due to network bandwidth limitations, device compatibility issues, or software settings.
• Google Meet Connectivity Issues: Users may experience frequent disconnections, trouble joining meetings, or audio/video synchronization problems due to network disruptions, firewall settings, or server issues.
• Google Meet Bandwidth Limitations: Insufficient network bandwidth can lead to audio/video quality degradation, buffering, or delays during Google Meet sessions, especially in shared or congested networks.
• Google Meet Latency Issues: Latency refers to delays in data transmission between devices. High latency can cause lagging, delays in messages or file transfers, and interruptions during audio/video calls.
• Google Meet Packet Loss: Packet loss occurs when data packets are lost or not delivered successfully during transmission. This can result in audio/video quality degradation, distorted conversations, or dropped calls.

To ensure the effectiveness of UC monitoring initiatives and maximize the benefits derived from monitoring UC applications and network performance, organizations should adhere to the following best practices:

1. Establish Baseline Performance Metrics:

• Define baseline performance metrics for UC applications and network performance, including parameters such as call quality, latency, packet loss, and network bandwidth.
• Establishing baseline metrics enables organizations to monitor deviations from normal performance levels and identify potential issues more effectively.

2. Implement Real-time Monitoring:

• Deploy real-time monitoring tools and solutions to continuously monitor UC applications and network performance.
• Real-time monitoring allows for immediate detection of performance issues, enabling prompt intervention and resolution to minimize impact on users.

3. Conduct Regular Network Assessments:

• Conduct regular network assessments of UC performance and network infrastructure to assess overall health and identify areas for improvement.
• Regular audits help organizations stay proactive in addressing potential issues and optimizing UC performance to meet evolving business needs.

4. Employ Automated Alerts:

• Set Up Effective Network Monitoring Alerts to notify administrators of any deviations from predefined performance thresholds.
• Automated alerts enable timely response to performance issues, allowing administrators to take corrective actions promptly and minimize disruptions to communication services.

5. Foster Collaboration with Your Service Providers:

• Leveraging tools like Obkio Vision, a visual traceroute tool, enables collaboration with service providers such as ISPs. By utilizing Obkio Vision to provide detailed information about the root cause of issues, organizations can expedite troubleshooting processes.
• This facilitates smoother interactions with ISPs, allowing for faster escalation to specialized technicians equipped to resolve the underlying problems.

6. Leverage Analytics for Insights:

• Utilize analytics tools to analyze monitoring data and derive actionable insights into UC performance and network health.
• Historical data provide valuable insights into usage patterns, performance trends, and areas for optimization, enabling informed decision-making and strategic planning.

By incorporating these best practices into their UC monitoring strategies, organizations can enhance the reliability, performance, and user experience of UC applications while maximizing the return on their monitoring investments.

It's crucial to understand that UC monitoring isn't just about apps like Microsoft Teams, Zoom, and Google Meet – it's about the entire network infrastructure supporting them. By monitoring both UC apps and network performance, organizations can proactively identify and resolve issues, ensuring uninterrupted communication.

Investing in UC monitoring is investing in the productivity and success of your business. With Obkio's user-friendly interface and quick deployment, getting started with UC monitoring is easy. In just 10 minutes, you can begin optimizing your UC apps and safeguarding your business against communication disruptions.

• 14-day free trial of all premium features
• Deploy in just 10 minutes
• Monitor performance in all key network locations
• Measure real-time network metrics
• Identify and troubleshoot live network problems