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Troubleshooting Microsoft Teams UCaaS in Transformed Wi-Fi Networks
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Networks & Connectivity - Ethernet
- Networks & Connectivity - WiFi
Applicable Industries
- Pharmaceuticals
Applicable Functions
- Business Operation
- Human Resources
Use Cases
- Remote Collaboration
- Remote Control
Services
- System Integration
- Testing & Certification
The Challenge
The pharmaceutical company was planning a global rollout of Microsoft Teams, including Contact Center operations. However, they faced visibility gaps in identifying early MS Teams voice quality issues, particularly in the Executive Suite. The company's application- and PC-based telephony services would be run on MS Teams. The transition was designed to minimize impact to on-site business operations at corporate locations involved in this desktop voice migration to MS Teams. The company also had a 99.999% uptime service level agreement (SLA) with Microsoft to assure high-quality MS Teams performance. After the first phase of the MS Teams transition, IT Operations experienced an unexpected uptick in IT trouble tickets from the company executives due to voice quality performance issues.
About The Customer
The customer is a leading pharmaceutical company whose sustained financial gains are directly connected to their continued Research & Development (R&D) efforts, as well strategic acquisitions that expanded their portfolio to reach new markets. The company realized these financial successes across long-term hybrid workforce operations, with R&D, Contact Center, Manufacturing, and Business Operations intermittently moving between corporate facilities and remote offices at the client edge of the network. In one of several IT Operations projects, the company planned to transition from hardline desktop phones to a Microsoft Teams unified communications as a service (UCaaS) solution.
The Solution
To resolve the executive-level MS Teams voice performance issue, IT Operations collaborated with the NETSCOUT Premium Services Engineer (PSE) to determine where visibility was lacking at headquarters. They used nGeniusONE Service Assurance analysis based on NETSCOUT Smart Data generated from monitoring network packet traffic by InfiniStreamNG (ISNG) and vSTREAM appliances. The PSE worked with IT Operations to rapidly deploy nGeniusPULSE nPoint sensors on each floor of the headquarters facility. The IT Operations team used the nPoint sensors to continuously run a variety of nearly 50 pre-configured and customized synthetic tests over both ethernet and Wi-Fi to identify business service performance and executive-level end-user issues. By assessing these nPoint BTT test results in nGeniusPULSE, IT Operations quickly determined that the corporate wireless network, recently updated as part of another IT project, was the root cause of Executive Team performance issues with MS Teams.
Operational Impact
Quantitative Benefit
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