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Management: Archiving, CDR, and QoE Monitoring in Microsoft Office Communications Server 2007 R2. Paul Duffy Director, Technical Strategy Modality Systems UNC306. Agenda. Where does it all fit in? Concept / technology review Deployment considerations Now what? Q&A.
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Management: Archiving, CDR, and QoE Monitoring in Microsoft Office Communications Server 2007 R2 Paul Duffy Director, Technical Strategy Modality Systems UNC306
Agenda • Where does it all fit in? • Concept / technology review • Deployment considerations • Now what? • Q&A
OCS 2007 R2 Roles Management Information Worker (UC endpoints) Remote Users Reverse Proxy Communicator Phone Edition Meeting Console Communicator Attendant Console MOM MMC WMI Access Edge Active Directory Front End Back End ABS,DL,Content Federated Company Archiving Web Edge Monitoring Group Chat Registrar, Proxy, Presence Response Group SQL Database A/V Edge Web Conf MCU Mediation Server App Share MCU CWA Server Exchange 2007 SP1 A/V MCU SIP Trunk PSTN and Mobile Phones PSTN GW TDM PBX SIP/Media Translation Slide/Meeting Content Desktop Sharing Communicator Web Access Email, Unified Messaging Audio, Video IP PBX
Archiving, CDR & QoE Architecture Front End Server Archiving Server QoEService ArchivingService CDR Service MSMQ MSMQ MSMQ MSMQ MSMQ MSMQ Archiving+ CDRAgent Archiving DB Monitoring Server CDR DB QoE Agent QoE DB
Archiving • Only Instant Messaging is archived • No file transfer • No media • This can help meet compliance requirements • I am not a lawyer: domain expertise is needed
Exactly What is Archived? • Instant message data in 2 party and multi-party (group IM) • “From”, “To”, “Time” and message body • There are considerations for where the conversation is occurring • Archives both internal & federated communications • Variety of configuration options (global, individual, etc) • Database schema is defined in product documentation
IM Archiving Architecture (Logical) Client 2 Client 1 Client ‘n’ Front End Server Archiving Server ArchivingAgent ArchivingService MSMQ MSMQ Archiving DB
Configuration Options • Global IM Archiving Settings • Globally set: no users/all users/some users • Internal/federated or all communications • Pool-level IM Archiving Settings • Associate pool/front end with archiving server • Specify Error Handling Behavior (‘critical mode’) • Usually enable all pools or none • Be aware of where messages will be archived
‘Critical’ Mode – Critical to Understand • ‘Critical’ mode helps ensure archiving occurs • If archiving failure occurs – OCS shuts down • Two key parameters – configurable with WMI • TimeToBeReceived • TimeToReachQueue • Think carefully about enabling this • Consider exactly what the timers will do
Configuration Steps • Install Message Queuing • Install SQL Server • Install and activate monitoring server • Associate front-end(s) with monitoring server • Configure global setting • Configure user archiving settings if necessary • Start service
demo Configuring Archiving
CDR – Call Detail Records • Provide details about all ‘calls’ made • Peer to Peer • Conferences • VoIP • This captures usage not data • Useful for billing, utilisation • Can provide useful management ROI data • Not a compliance solution
CDR – What's Recorded • Peer to Peer sessions • Start & End Times • Media Type, • From & To Users • Client Versions • Message Count • Conferencing Sessions • Attendees & Roles • Start & End Times • Conferencing servers • Conferencing server Join & Leave Times • Client Versions • VoIP Sessions (UC to PSTN & PSTN to UC) • P2P + From/To Numbers • Forwarded by Number • Gateway
CDR Architecture (Logical) Client 2 Client 1 Client ‘n’ CDR Service MSMQ SQL Server Reporting Services Front End Server Monitoring Server CDRAgent MSMQ CDR DB
Configuration Steps • Install Message Queueing • Install SQL Server • Install SQL Server and reporting services • Install and activate monitoring server • Start service • Deploy reports • Configure logging • Associate pool/servers with monitoring server • Ensure port 5069 is open on load balancer • Start service Note: Not all steps may be required if IM archiving is configured
demo Configuring CDR
Who is This all About? Not the IT Professional!
Conventional vs. Voice Data • Conventional data (“elastic”): • E-mail, File transfer, and Web applications • Relies on TCP for reliable operation • Tolerant of variations of network • Voice data (“inelastic”): • VoIP traffic • Relies on UDP for better performance • Intolerant of effects of congestion 22
Absolute Categorization Rating (ACR) • Traditional Assessment of Voice Quality • Subjective test of Voice quality based on a scale of 1–5 • Scoring is done by group of testers listening to calls • Listeners rate the calls • Mean Opinion Score (MOS) is the average ACR
Voice Quality Test Options • Subjective: • Uses panel of testers to determine VoIP quality • Results vary from one test to another • Active: Inject reference signal into stream and compare it to the output at other end • Objective: • QoE Server approach • Similar to ITU ‘PESQ’ • Passive: Output signal is compared to a model to predict perceived quality
Voice Quality • Key to success of IP Telephony + a UC deployment • Subjective and elusive goal • Good vs. Bad varies • Traditional VoIP very sensitive to network issues • Matching existing TDM performance is difficult • Traditional approach – very tight management • ‘NSQ’
NSQ (‘Traditional’) Approach • Uses QoS to manage performance • Applied only to network you control • Can be expensive to implement • Does not handle payload ‘device’ corruption • Quality can still be poor when network is good • Just one component of QoE
QoE – Quality of Experience • A key Microsoft differentiator • A different approach to the traditional one • Both a strategy and a toolset • Never consider QoE monitoring optional • Use the collected data • There is still no Panacea!
Quality of Experience • Considers all factors influencing user perception: • Hardware • Application • Psychological • Physical parameters • Media stack continually monitoring / optimizing • Intelligent end points for authorization and encryption • Bad devices worse impact than bad network • Focuses on both network and payload content issues • e.g. Noise level, echo, gain and double talk
Codec (Coder/Decoder) • Converts analog voice for transmission • Uses compression to reduce packet size • Compression affects VoIP quality • Most traditional VoIP uses narrowband, old technology codecs such as G.711 and G.729 • RTAudio: Microsoft’s wideband codec
OCS 2007 RTAudio Codec • Built-in intelligence • Multi-rate codec • Robust under loss and jitter • Packet Loss Concealment • Time-warping jitter buffer • Highly efficient use of Bandwidth • Wideband mode transmits 50Hz – 7000Hz voice frequency range (vs. G.711 @ 300Hz – 3400Hz ) • Variable bit-rate encodes voice based on variations in conversation to save bandwidth • Supports six wideband and three narrowband rates • Higher fidelity at lower bandwidth that traditional VoIP codecs • ‘HD experience’ for telephony
QoE Summary • Right-provision network • Use DiffServ when traffic control is required • OCS 2007 does not support IntServ • OCS 2007 does not implement or require CAC • Use OCS 2007 qualified UC devices • QoE focuses on the network and payload
demo Hear the Difference!
QoE Architecture Client (UC endpoint) Client (PSTN endpoint) Mediation Server SIP – PSTN Gateway Leg A Leg B Leg C QoEService MSMQ Systems Center Operations Manager (alerts) SQL Server Reporting Services Front End Server Monitoring Server QoEAgent MSMQ QoE DB In this example, QoE reports generated for legs ‘A’ and ‘B’ only
QoE Monitoring Scenarios • Users – Helpdesk, NOC, Engineering • Near Real-time monitoring • Quality of Experience validation • VoIP planning • Don’t consider this optional!
Key Metrics per Call • Conversational MOS • Listening MOS • Sending MOS • Network MOS / Network MOS Degradation • Packets / Packet loss rate • Jitter / Round Trip Time • Latency • Burst • SIP Session data • Endpoint IP address/mask • Inside/outside user flag • ICE Connectivity Path • Codec(s) • Capture / Render device • Noise Level / Signal Level
QoE Reporting - Mean Opinion Score (MOS) • Wideband vs. Narrowband MOS • Listening, Sending, Network MOS reported on wideband scale • Conversational MOS on narrowband • Be aware of scale when comparing vendor-vendor scores • For MOS, need to compare similar scenarios • Larger sample sizes deliver more meaningful average scores • Minimum of 30 calls • MOS values between tests cannot be compared unless test conditions are the same • Average of scores collected during a “subjective” ACR voice quality test
MOS Detail • Network MOS: • Considers only network factors (i.e. Codec used, Packet loss/reorder/errors, Jitter) • Useful for identifying network conditions impacting audio quality • Supported by all UC endpoints, except for Exchange 2007 UM • Listening MOS: • Considers codec used, capture device characteristics, transcoding, mixing, defects from packet loss/packet loss concealment, speech level, and background noise • Useful for identifying payload effects impacting audio quality • Supported by Communicator 2007
QoE Reporting: Two Classes of MOS Scores • Listening Quality MOS (MOS-LQ): • Commonly used class of MOS scores for VoIP deployments • Does not consider bi-directional effects, such as delay or echo • Microsoft UC provides three wideband MOS-LQ metrics: • Network MOS: Audio played to user • Listening MOS: Audio played to user • Sending MOS: Audio sent from user • Conversational Quality MOS (MOS-CQ): • Considers Listening Quality on both ends, plus bi-directional effects • Microsoft UC provides one narrowband MOS-CQ score • Conversational MOS: Audio played to user
Max MOS Rating by Codec • Network MOS scores vary considerably, based on call type • Call type determines codec used • Different codecs have different max MOS ratings for Network • PC to PC appears to have better VoIP quality than PC to PSTN (RTAudio NB) when it may not
Configuration Steps • Install Message Queueing • Install SQL Server • Install SQL Server and reporting services • Install and activate monitoring server • Start service • Deploy reports • Install management pack (optional) • Configure logging • Associate pool/servers with monitoring server • Ensure port 5069 is open on load balancer • Start service Note: Not all steps may be required if IM archiving is configured
demo Configuring QoE
Archiving & Monitoring Roles OCS 2007 • “Archiving & CDR” Server Role • QoE Server available out-of-band OCS 2007 R2 • Archiving server role • Monitoring server role = QoE + CDR
Basic Topology Options • Everything can be collocated with SE server! • Clearly not recommended for large deployments • Requires full version of SQL Server • Monitoring and archiving roles canbe collocated • Databases can be clustered • Each role can be collocated with its database • Databases can be collocated with the BE database SE: Standard Edition BE: Back-end
Pool Association Options • Pools associated to one monitoring server • Mediation servers associated to one monitoring server • Front end servers associated to one archiving server • Archiving or monitoring servers can support multiple pools
Sizing & Capacity Planning Throughput: • 200K users per Monitoring Server • 300K users per Archiving Server Storage: • Databases not designed for long-term storage • Query performance will suffer first • Pay attention to disc recommendations in planning guide to ensure good performance
Calculating Space Required • DB size = (DB growth per user per day) * (# users) * (# days) • Using numbers from the Office Communications Server planning model: • CDR database: 8.8KB per user per day • QoE database: 16.8KB per user per day • Archiving database: 75.5 KB per user per day • You may need to vary these numbers if your usage is different than the model • Clearly, adjusting retention time can greatly impact DB size
Multiple Archiving Stores Clients in an IM conference, hosted on Pool ‘B’ Client 1 Client 2 Client ‘n’ Pool ‘A’ Pool ‘B’ Pool ‘C’ ArchivingAgent ArchivingAgent ArchivingAgent Archiving DB Archiving DB Archiving DB Note: Archiving architecture is simplified on this slide for readability • Data may be archived into multiple different archiving stores • User settings may appear inconsistent during conferences • In the MSFTSIPLogoptions WMI class, configuring the ArchivingBEToken value can control behavior
Fault Tolerance – Scenario 1 Load balancer Front End Server Front End Server Archiving Server ArchivingAgent ArchivingAgent ArchivingService MSMQ MSMQ MSMQ Archiving DB If ‘critical’ mode is enabled, failure of the archiving infrastructure will result in OCS service outage – regardless of whether there are multiple front-end servers