Configuration guide: Call Quality troubleshooting

The configuration options on this page are only accessible to administrators.

Refer to the Usage guide template: Call quality troubleshooting to use library content as a standard user.

Prerequisites

This library pack contains content from the following required expansion products:

• Flow

• Employee Engagement - Campaigns

Some of these products offer default access to their respective content and can still be used without expansion products.

Refer to the Nexthink Infinity thresholds and limits overview documentation for more information about default thresholds for expansion products.

Included content and dependencies

This library pack contains the following content and dependencies:

Content type	Name	Description
Workflow	Call quality troubleshooting	A step by step troubleshooting of device and application issues that could be affecting call quality on MS Teams or Zoom
Remote action	Get network speed	Gets information about the speed of the network by measuring the Web RTT against an external URL and a business URL.
Remote action	Get Microsoft Teams client status	Identifies when Microsoft Teams is not installed on a device. Where Teams is installed on a device the number of months since Microsoft Teams was updated is supplied.
Remote action	Clear Microsoft Teams cache	Closes Microsoft Teams if it is open and deletes the cache files.
Remote action	Reinstall MS Teams Windows	Reinstalls Microsoft Teams to avoid version disparity, or broken installed versions
Remote action	Reinstall MS Teams macOS	Reinstalls Microsoft Teams to avoid version disparity, or broken installed versions
Remote action	Invoke Zoom reinstall	Performs a reinstallation of Zoom on an employee's device. Where Zoom is already installed and up-to-date, the current version is reported.
Remote action	Invoke Zoom reinstall macOS	Performs a reinstallation of Zoom on an employee's device. Where Zoom is already installed and up-to-date, the current version is reported.
Campaign	Network connection issues detected - Workflow invoke	Suggestion to a Wi-Fi connected office based employee to move location to improve their Wi-Fi reception
Campaign	Home router restart - Workflow invoke	Suggestion to an ethernet connected remote based employee to restart their internet router, if they have access to it.
Campaign	Wi-Fi self help - Workflow invoke	Range of suggestions to a Wi-Fi connected remote based employee on how to improve their Wi-Fi reception.

Configuring "Call quality troubleshooting pack"

Follow these steps to install and configure content:

• Before configuration - Install library pack content from Nexthink Library

• Step 1 - Configure remote action(s)

• Step 2 - Edit campaigns

• Step 3 - Configure ITSM API connector credentials

• Step 4 - Configure global parameters in the workflow

Step 1 - Configure remote action(s)

1. From the main menu, navigate to the Remote Actions > Manage remote action page.

2. Review and edit your remote actions.

Nexthink recommends the following configurations for these remote actions:

Name	Trigger schedule	Parameters to edit
Get network speed	API trigger should be enabled so that it can be triggered from the Workflow	The following parameters must be configured: ExternalURL WebRTTThreshold
Get Teams status	API trigger should be enabled so that it can be triggered from the Workflow
Clear MS Teams cache	API trigger should be enabled so that it can be triggered from the Workflow	The following parameters must be configured: CampaignId OperationCompletedCampaignID
Reinstall MS Teams Windows	API trigger should be enabled so that it can be triggered from the Workflow	The following parameters must be configured: CampaignId OperationCompletedCampaignID
Reinstall MS Teams macOS	API trigger should be enabled so that it can be triggered from the Workflow	The following parameters must be configured: CampaignId OperationCompletedCampaignID
Invoke Zoom reinstall	API trigger should be enabled so that it can be triggered from the Workflow	The following parameters must be configured: CampaignId OperationCompletedCampaignID ZoomRequiredVersion
Invoke Zoom reinstall macOS	API trigger should be enabled so that it can be triggered from the Workflow	The following parameters must be configured: CampaignId OperationCompletedCampaignID ZoomRequiredVersio

Step 2 - Edit campaigns

1. From the main menu, navigate to the Campaings > Manage Campaigns page.

2. Review and edit your campaigns. For each installed campaign:

   • Customize the sender name and image.

   • Review and adjust questions.

   • Publish the campaign when you are ready to use it.

Nexthink recommends the following configurations for these campaigns:

Name	Trigger	Priority
Network connection issues detected - Workflow invoke	Worflow trigger should be enabled so that it can be triggered from the Workflow	Urgent
Home router restart - Workflow invoke	Worflow trigger should be enabled so that it can be triggered from the Workflow	Urgent
Wi-Fi self help - Workflow invoke	Worflow trigger should be enabled so that it can be triggered from the Workflow	Urgent

Step 3 - Configure ITSM API connector credentials

The configuration of connector credentials is essential for enabling API calls.

1. From the main menu, navigate to the Administration > Connector credentials page.

2. Choose the HTTPS option from the Protocol drop-down.

3. Paste the root https:// of the ITSM into the URL address field.

4. Choose the Basic option from the Authorization drop-down.

5. Enter a Username and Password to connect to the third-party tool.

6. Save the credential.

After configuring the connector credential for the ITSM API:

1. From the specific workflow, fill in each Service/API thinklet dropdown field for Credentials.

   • When the workflow is installed or copied from the Library, this field will be blank as it is a local setup of each environment and is not included in the Library.

Step 4 - Configure global parameters in the workflow

There are two global parameters in this workflow:

• Incident number- the user friendly reference for an ITSM ticket created before running the workflow.

• Collaboration tool- a binary choice between MS Teams and Zoom that will be used in the workflow to determine which application to troubleshoot.

Before running the workflow, a ticket should be logged in ITSM for a call quality issue. The ticket reference, the Incident number for ServiceNow, can then be added to the workflow as a global parameter.

The first step in the workflow is to use this Incident number to determine the sys_idof the ticket that was raised. This sys_id will then be used as the workflow progresses and work notes are appended to the ITSM ticket if problems are discovered, and whether or not they are fixed automatically.

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RELATED TOPICS:

• ​Overview page: Call quality troubleshooting

• ​Usage guide: Call quality troubleshooting