As part of our commitment to ensuring the highest call quality, and our contracted SLA of achieving a MOS score of 3.9 or higher for 90% of calls on the VanillaIP network, we have introduced User Initiated Trace.
This is the ability for any user to immediately report a poor quality call which is flagged within Uboss automatically. Importantly, this now captures the traces for our support team to investigate the cause without having to ask the customer to give us the details of the call.
User Initiated Trace is now a mandatory users service and will be added to all packages in Uboss. To activate the service users dial *57 Send/Dial. They will then receive an audio recording saying “A trace has been performed on the last call”
Tools > Packet Analyse > Calls. Click the “Historic Calls” tab and check the “Include traced calls only” box. This will now display all customer initiated traces as below.