# Configuration guide: Call Quality troubleshooting

{% hint style="warning" %}
The configuration options on this page are only accessible to [administrators](https://docs.nexthink.com/platform/user-guide/administration/account-management/roles#roles-administration).

Refer to the [Usage guide template: Call quality troubleshooting](/platform/library-packs/collaboration-and-productivity-applications/workflow-call-quality-troubleshooting/usage-guide-call-quality-troubleshooting.md) to use library content as a standard user.
{% endhint %}

## **Prerequisites** <a href="#documentation-pre-requisites" id="documentation-pre-requisites"></a>

This library pack contains content from the following required [expansion products](https://docs.nexthink.com/platform/overview/products):

* [Flow](https://docs.nexthink.com/platform/overview/products#products-flow)
* [Employee Engagement - Campaigns](https://docs.nexthink.com/platform/user-guide/campaigns)

{% hint style="info" %}
Some of these products offer default access to their respective content and can still be used without [expansion products](https://docs.nexthink.com/platform/overview/products).

Refer to the [Nexthink Infinity thresholds and limits overview](https://edocs.nexthink.com/nexthink-infinity/infinity-specifications/nexthink-infinity-default-thresholds-overview) documentation for more information about default thresholds for expansion products.
{% endhint %}

## **Included content and dependencies** <a href="#documentation-contentanddependencies" id="documentation-contentanddependencies"></a>

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"** <a href="#documentation-configurationguide" id="documentation-configurationguide"></a>

Follow these steps to install and configure content:

* Before configuration - Install library pack content from [Nexthink Library](https://docs.nexthink.com/platform/user-guide/nexthink-library)
* [Step 1 - Configure remote action(s)](#configuring-remote-action-s)
* [Step 2 - Edit campaigns](#documentation-step3-editcampaigns)
* [Step 3 - Configure ITSM API connector credentials](#configurationguide-batteryreplacementscheduling-step2-configureitsmapiconnectorcredentials)
* [Step 4 - Configure global parameters in the workflow](#configurationguide-batteryreplacementscheduling-step3-configureglobalparameters)

### **Step 1 - Configure remote action(s)**

1. From the main menu, navigate to the **Remote Actions** > [Manage remote action ](https://docs.nexthink.com/platform/user-guide/remote-actions/managing-remote-actions)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 | <p>The following parameters must be configured:</p><ul><li>ExternalURL</li><li>WebRTTThreshold</li></ul>                                         |
| 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 | <p>The following parameters must be configured:</p><ul><li>CampaignId</li><li>OperationCompletedCampaignID</li></ul>                             |
| Reinstall MS Teams Windows  | API trigger should be enabled so that it can be triggered from the Workflow | <p>The following parameters must be configured:</p><ul><li>CampaignId</li><li>OperationCompletedCampaignID</li></ul>                             |
| Reinstall MS Teams macOS    | API trigger should be enabled so that it can be triggered from the Workflow | <p>The following parameters must be configured:</p><ul><li>CampaignId</li><li>OperationCompletedCampaignID</li></ul>                             |
| Invoke Zoom reinstall       | API trigger should be enabled so that it can be triggered from the Workflow | <p>The following parameters must be configured:</p><ul><li>CampaignId</li><li>OperationCompletedCampaignID</li><li>ZoomRequiredVersion</li></ul> |
| Invoke Zoom reinstall macOS | API trigger should be enabled so that it can be triggered from the Workflow | <p>The following parameters must be configured:</p><ul><li>CampaignId</li><li>OperationCompletedCampaignID</li><li>ZoomRequiredVersio</li></ul>  |

### **Step 2 - Edit campaigns** <a href="#documentation-step3-editcampaigns" id="documentation-step3-editcampaigns"></a>

1. From the main menu, navigate to the **Campaings** > [Manage Campaigns](https://docs.nexthink.com/platform/user-guide/campaigns/managing-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 <a href="#configurationguide-batteryreplacementscheduling-step2-configureitsmapiconnectorcredentials" id="configurationguide-batteryreplacementscheduling-step2-configureitsmapiconnectorcredentials"></a>

The configuration of [connector credentials](https://docs.nexthink.com/platform/integrations/outbound-connectors/connector-credentials) is essential for enabling API calls.

1. From the main menu, navigate to the **Administration** > [Connector credentials](https://docs.nexthink.com/platform/integrations/outbound-connectors/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.

<figure><img src="/files/WZRofq4N3G9IsZTpTeZz" alt="" width="375"><figcaption></figcaption></figure>

After configuring the connector credential for the ITSM API:

7. 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.

<figure><img src="/files/yN1a2bTHw1WbAgvEnXix" alt=""><figcaption></figcaption></figure>

### Step 4 - Configure global parameters in the workflow <a href="#configurationguide-batteryreplacementscheduling-step3-configureglobalparameters" id="configurationguide-batteryreplacementscheduling-step3-configureglobalparameters"></a>

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_id`of 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.

***

RELATED TOPICS:

* ​[Overview page: Call quality troubleshooting](/platform/library-packs/collaboration-and-productivity-applications/workflow-call-quality-troubleshooting.md)
* ​[Usage guide: Call quality troubleshooting](/platform/library-packs/collaboration-and-productivity-applications/workflow-call-quality-troubleshooting/usage-guide-call-quality-troubleshooting.md)


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