MOS Scores Don’t Matter

Written by: Scott Gode


“These Aren’t the Droids You’re Looking For”

If you turn back the clock about 10 years to a world without Microsoft Teams and Slack, and a UC world where Cisco was the market share leader, you can find a Network World article talking about ways to improve and maintain Voice Quality. The article does a fine job of talking about key factors which affect voice quality (such as fidelity, echo, jitter, packet loss, etc.). It then continues by underscoring the key KPI to use for measuring/scoring voice quality — MOS (mean opinion score).

Fast forward back to today and although we still find certain ‘old-school’ VOIP technologists and/or hard-line telecoms, IT managers are asking a lot of questions about MOS scores and wanting to know how the Unify Square software performs to help reduce MOS scores, the reality is that the world has moved on from MOS.

Action-ability is the Key to Successful UC Management 

We would all be wise to defer to the experience of Obi-Wan Kenobi.  Even without the use of an old Jedi mind trick, it is time to realize that a focus on MOS is simply barking up the wrong tree. In Skype for Business there is an audio healer feature which can “repair” calls by interpolating what parts of words should be filled into dead air. This often leads to an improvement in the overall MOS score of the call….but still does not fix the underlying problem.  If you expand that single issue at a site to all calls, then you can start running into major problems that the audio healer can’t fix (e.g. bandwidth utilization). MOS scores do not take into account aspects of jitter and delay and its frequently possible to choose a poorly performing Skype for Business site (with frequently reported and documented poor and bad calls) and still see a 3.8 MOS score (above average) appear.  What is more, even with a poor MOS score, all that the score tells us is that the call was bad…..but not what is ‘wrong’….and certainly not what action needs to take place in order to remediate the issue.  In today’s fast-paced business environment communications and collaboration management needs to drive and enable end-user productivity and in order to allow that to happen any Microsoft Teams or Skype for Business problems need to be easily monitored, quickly identified and then expertly actioned and fixed.

“Google Analytics” for Skype for Business and Teams 

Even the most well-managed Microsoft’s unified communications environments still have regular issues creep up which challenge IT’s ability to quickly and efficiently operate Skype for Business.  This is where the powerful analytics solutions of PowerSuite can add tremendous value.  Solutions like Service Health, Insights Center and Operations Dashboard all function in tandem to help highlight the status of core KPI’s, prioritize a list of system-related problems in the environment requiring attention (along with clear workflow-oriented actions to resolve), and provide a detailed drill-down tool to better analyze all the issues which may be affecting media quality.

The Unify Square technology (we call it UC Core) is the centerpiece of an enterprise-scale data warehouse (hosted on Azure) which provides advanced analytics, AI technology and proprietary clustering algorithms to enable data mining for fast on-demand reporting.

As the old proverb goes, a rolling stone gathers no MOS.  Is your Microsoft Intelligent Communications platform rolling the way you need it to, or are you getting stuck in the MOS?  Let us walk you through a demo of PowerSuite and show you what you may be missing.

To request a demo or learn more about our unique UC technology and PowerSuite features, connect with one of our consultants today!

To view other Unify Square demo videos and informational videos please consult our UC Library HERE.

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