Monitoring call quality in Operator Connect
To complete the tasks in this article, you’ll need to be an administrator. Learn more about Teams administrator permissions.
Call quality monitoring helps you identify and resolve issues that affect audio clarity, delays, or dropped calls. Use this guide to check call quality and identify whether issues are caused by your network, Microsoft Teams, or your hardware.
Check call quality in Microsoft Teams
Microsoft Teams provides built-in tools to review call performance.
View call health during a call
To check call quality while a call is active:
- In Microsoft Teams, while you are on a call, open the call controls (usually at the top of the screen on desktop).
- During a call, select More actions (...).
- Select Call health.
This shows real-time information such as:
- Network quality.
- Packet loss.
- Jitter (variation in delay).
- Round-trip time (latency).
View call analytics after a call
You can review detailed information after a call ends. To do this:
- In Microsoft Teams, go to Calls.
- Select History.
- Select the call you want to review.
- Select More actions (...) then Call details.
This helps you identify performance issues during the call.
Common call quality issues
Call quality issues such as poor audio, delays (lag), echo or distortion, and dropped or failed calls can be caused by different parts of your setup. Identifying where the issue is coming from can help you fix it more effectively.
Identifying the cause of call quality issues
To resolve problems quickly, identify where the issue is coming from.
Check for network or local device issues
Issues with your internet connection or device are the most common cause of poor call quality. Signs include:
- Audio cutting in and out.
- Delays in speech.
Things that might help:
- Using a stable internet connection (wired where possible).
- Avoiding using VPN unless required.
- Closing other apps that use bandwidth.
- Checking headset, microphone, and speakers.
- Restarting your device.
Check Microsoft Teams configuration issues
Issues may be caused by Teams configuration or policies.
Signs include:
- Call features not working as expected.
- Issues affecting multiple users in the same tenant.
- Call handling rules behaving incorrectly.
What to check:
- Teams client is up to date.
- Correct policies are assigned (calling, routing, delegation).
- Call routing and Auto Attendant settings are correct.
- Users have a valid Teams Phone licence.
Check BT or network routing issues
Some issues occur before the call reaches Microsoft Teams.
Signs include:
- Calls failing before connecting.
- Inbound calls not reaching Teams.
- Calls routing to the wrong destination.
- Issues affecting multiple users or sites.
What to check:
- Number porting status is complete.
- Numbers appear in Teams Admin Centre.
- Call routing is correct in Operator Connect.
If the issue occurs before Teams processes the call, contact our support team.
Use a simple test approach
To help isolate the issue:
- Make a call between two internal Teams users.
- Make a call to an external number (such as a mobile).
- Test using a different network or device.
Compare results:
- If internal calls work but external calls fail, it’s likely routing or BT issue.
- If all calls are poor quality, it’s likely a network or device issue.
- If only one user is affected, it’s likely a local setup issue.
When to escalate
Contact BT support
Contact BT if:
- Calls do not reach Teams.
- External calls fail or route incorrectly.
- Number provisioning or routing issues occur.
- Emergency calls fail.
Escalate internally
Escalate internally if:
- Call quality issues are caused by network or devices.
- Teams configuration or policies are incorrect.
- Call flows, Auto Attendants, or queues are misconfigured.
Improve call quality
To maintain good call quality:
- Use a wired connection where possible.
- Use certified Teams devices.
- Keep Teams and devices updated.
- Monitor call performance regularly.
- Test after any configuration or network changes.