Hello,
we have a customer running a quite large contact center (at least regarding to Italian sizing) using Audiocodes voice gateways, SBC and hard phones and of course Genesys on top. They installed OVOC, that is an Audiocodes tool that monitors voice quality of all calls, using a sort of software probe built inside each device involved (VG, SBC and phones).
Now, in order to manage the covid-19 crisis, they're going to use Genesys SIP endpoint to be installed remotely on the agent desktop pc. 
The question is: does anybody know if this software endpoint can collect voice quality information and send it to OVOC? Someone of you has been already experienced on similar issues?

Any advice could be useful.
Many thanks to everyone
#SIP/VolP

------------------------------
Giuliano Ferri
Indra Italia spa
------------------------------

See the options about

Producing RTCP Extended Reports

https://docs.genesys.com/Documentation/SESN/8.5.2/Developer/ConfiguringforNET#Producing_RTCP_Extended_Reports

------------------------------
Jason McLennan
Commonwealth Bank of Australia
------------------------------

Original Message:
Sent: 03-26-2020 06:53
From: Giuliano Ferri
Subject: Monitoring voice quality using Audiocodes OVOC tool

Hello,
we have a customer running a quite large contact center (at least regarding to Italian sizing) using Audiocodes voice gateways, SBC and hard phones and of course Genesys on top. They installed OVOC, that is an Audiocodes tool that monitors voice quality of all calls, using a sort of software probe built inside each device involved (VG, SBC and phones).
Now, in order to manage the covid-19 crisis, they're going to use Genesys SIP endpoint to be installed remotely on the agent desktop pc.
The question is: does anybody know if this software endpoint can collect voice quality information and send it to OVOC? Someone of you has been already experienced on similar issues?

Any advice could be useful.
Many thanks to everyone
#SIP/VolP

------------------------------
Giuliano Ferri
Indra Italia spa
------------------------------

Hi Giuliano,

The Genesys SIP Endpoint software does have the capability to send the VQ data to OVOC.  In the SipEndpint.config file there is a configuration item called VQ report which can be enabled as follows:

<setting name="vq_report_publish" value="1"/>
<setting name="vq_report_collector" value="collector@ovocservername.domainname:5060;transport=udp"/>

I believe this information is reported only after the call is completed.  Hope that helps you.

Regards,

Mike.

------------------------------
Michael Silverman
Tykans Group Inc
------------------------------

Original Message:
Sent: 03-26-2020 06:53
From: Giuliano Ferri
Subject: Monitoring voice quality using Audiocodes OVOC tool

Hello,
we have a customer running a quite large contact center (at least regarding to Italian sizing) using Audiocodes voice gateways, SBC and hard phones and of course Genesys on top. They installed OVOC, that is an Audiocodes tool that monitors voice quality of all calls, using a sort of software probe built inside each device involved (VG, SBC and phones).
Now, in order to manage the covid-19 crisis, they're going to use Genesys SIP endpoint to be installed remotely on the agent desktop pc.
The question is: does anybody know if this software endpoint can collect voice quality information and send it to OVOC? Someone of you has been already experienced on similar issues?

Any advice could be useful.
Many thanks to everyone
#SIP/VolP

------------------------------
Giuliano Ferri
Indra Italia spa
------------------------------

I recently posted a question about vq reports. In my setup, using the settings for the vq_report I am able to get the WorkSpace Agent to send reports but the quality metrics do not look accurate; i.e. the r-factors are 0 and the mos scores are 1.0. I was wondering if you have seen the same issue and if so how to resolve it? 

Thanks

------------------------------
Andrew Klassen
------------------------------

Original Message:
Sent: 03-27-2020 15:24
From: Michael Silverman
Subject: Monitoring voice quality using Audiocodes OVOC tool

Hi Giuliano,

The Genesys SIP Endpoint software does have the capability to send the VQ data to OVOC.  In the SipEndpint.config file there is a configuration item called VQ report which can be enabled as follows:

<setting name="vq_report_publish" value="1"/>
<setting name="vq_report_collector" value="collector@ovocservername.domainname:5060;transport=udp"/>

I believe this information is reported only after the call is completed.  Hope that helps you.

Regards,

Mike.

------------------------------
Michael Silverman
Tykans Group Inc

Original Message:
Sent: 03-26-2020 06:53
From: Giuliano Ferri
Subject: Monitoring voice quality using Audiocodes OVOC tool

Hello,
we have a customer running a quite large contact center (at least regarding to Italian sizing) using Audiocodes voice gateways, SBC and hard phones and of course Genesys on top. They installed OVOC, that is an Audiocodes tool that monitors voice quality of all calls, using a sort of software probe built inside each device involved (VG, SBC and phones).
Now, in order to manage the covid-19 crisis, they're going to use Genesys SIP endpoint to be installed remotely on the agent desktop pc.
The question is: does anybody know if this software endpoint can collect voice quality information and send it to OVOC? Someone of you has been already experienced on similar issues?

Any advice could be useful.
Many thanks to everyone
#SIP/VolP

------------------------------
Giuliano Ferri
Indra Italia spa
------------------------------

Hello Andrew,
to be honest, in the beginning we got some calls with these metrics but we found that was due to short calls. It seems these metrics start to be reliable just if the call duration is significative, say more than 30 seconds. Could be that the reason also for you?

------------------------------
Giuliano Ferri
Indra Italia spa
------------------------------

Original Message:
Sent: 10-22-2020 22:26
From: Andrew Klassen
Subject: Monitoring voice quality using Audiocodes OVOC tool

I recently posted a question about vq reports. In my setup, using the settings for the vq_report I am able to get the WorkSpace Agent to send reports but the quality metrics do not look accurate; i.e. the r-factors are 0 and the mos scores are 1.0. I was wondering if you have seen the same issue and if so how to resolve it?

Thanks

------------------------------
Andrew Klassen

Original Message:
Sent: 03-27-2020 15:24
From: Michael Silverman
Subject: Monitoring voice quality using Audiocodes OVOC tool

Hi Giuliano,

The Genesys SIP Endpoint software does have the capability to send the VQ data to OVOC.  In the SipEndpint.config file there is a configuration item called VQ report which can be enabled as follows:

<setting name="vq_report_publish" value="1"/>
<setting name="vq_report_collector" value="collector@ovocservername.domainname:5060;transport=udp"/>

I believe this information is reported only after the call is completed.  Hope that helps you.

Regards,

Mike.

------------------------------
Michael Silverman
Tykans Group Inc

Original Message:
Sent: 03-26-2020 06:53
From: Giuliano Ferri
Subject: Monitoring voice quality using Audiocodes OVOC tool

Hello,
we have a customer running a quite large contact center (at least regarding to Italian sizing) using Audiocodes voice gateways, SBC and hard phones and of course Genesys on top. They installed OVOC, that is an Audiocodes tool that monitors voice quality of all calls, using a sort of software probe built inside each device involved (VG, SBC and phones).
Now, in order to manage the covid-19 crisis, they're going to use Genesys SIP endpoint to be installed remotely on the agent desktop pc.
The question is: does anybody know if this software endpoint can collect voice quality information and send it to OVOC? Someone of you has been already experienced on similar issues?

Any advice could be useful.
Many thanks to everyone
#SIP/VolP

------------------------------
Giuliano Ferri
Indra Italia spa
------------------------------

Hi Giuliano, 

Thanks for the suggestion.

It turns out my version of the agent was old and I needed the newer version to calculate the quality metrics.

------------------------------
Andrew Klassen
------------------------------

Original Message:
Sent: 10-23-2020 18:04
From: Giuliano Ferri
Subject: Monitoring voice quality using Audiocodes OVOC tool

Hello Andrew,
to be honest, in the beginning we got some calls with these metrics but we found that was due to short calls. It seems these metrics start to be reliable just if the call duration is significative, say more than 30 seconds. Could be that the reason also for you?

------------------------------
Giuliano Ferri
Indra Italia spa

Original Message:
Sent: 10-22-2020 22:26
From: Andrew Klassen
Subject: Monitoring voice quality using Audiocodes OVOC tool

I recently posted a question about vq reports. In my setup, using the settings for the vq_report I am able to get the WorkSpace Agent to send reports but the quality metrics do not look accurate; i.e. the r-factors are 0 and the mos scores are 1.0. I was wondering if you have seen the same issue and if so how to resolve it?

Thanks

------------------------------
Andrew Klassen

Original Message:
Sent: 03-27-2020 15:24
From: Michael Silverman
Subject: Monitoring voice quality using Audiocodes OVOC tool

Hi Giuliano,

The Genesys SIP Endpoint software does have the capability to send the VQ data to OVOC.  In the SipEndpint.config file there is a configuration item called VQ report which can be enabled as follows:

<setting name="vq_report_publish" value="1"/>
<setting name="vq_report_collector" value="collector@ovocservername.domainname:5060;transport=udp"/>

I believe this information is reported only after the call is completed.  Hope that helps you.

Regards,

Mike.

------------------------------
Michael Silverman
Tykans Group Inc

Original Message:
Sent: 03-26-2020 06:53
From: Giuliano Ferri
Subject: Monitoring voice quality using Audiocodes OVOC tool

Hello,
we have a customer running a quite large contact center (at least regarding to Italian sizing) using Audiocodes voice gateways, SBC and hard phones and of course Genesys on top. They installed OVOC, that is an Audiocodes tool that monitors voice quality of all calls, using a sort of software probe built inside each device involved (VG, SBC and phones).
Now, in order to manage the covid-19 crisis, they're going to use Genesys SIP endpoint to be installed remotely on the agent desktop pc.
The question is: does anybody know if this software endpoint can collect voice quality information and send it to OVOC? Someone of you has been already experienced on similar issues?

Any advice could be useful.
Many thanks to everyone
#SIP/VolP

------------------------------
Giuliano Ferri
Indra Italia spa
------------------------------