Call Center QA Featured Article
3rd Party Remote Call Monitoring: GL Enhances PacketScan via 'Calls of Interest' Capability
GL Communications (News - Alert), a provider of test, monitoring, and analysis equipment for Time Division Multiplexing (TDM), wireless, IP and Voice over IP (VoIP) networks, has launched new PacketScan software with unique triggering and search capabilities that can help to make 3rd party remote call monitoring easier.
PacketScan now features capabilities for "Calls of Interest"—a comprehensive method to analyze quality problems. The voice quality monitoring solution has been enhanced to work with GL's VoiceBand Analyzer (VBA) and Call Data Records (CDR) applications that are automatically triggered with all calls and generates comprehensive call detail reports along with audio files. Another important feature of PacketScan is the Triggers and Action functionality that allows users to save a set of call detail records for each call containing the signaling, RTP packet statistics, and Mean Opinion Score (MOS) / R-factor scores. This allows for a complete and comprehensive 3rd party call monitoring.
Compared to free voice quality monitoring solutions such as Wireshark, PacketScan offers several benefits. Users can integrate multiple PacketScans with a centrally connected PacketScanWEB and can collect QoS parameters like MOS/R-Factor for voice calls, Media Delivery Index (Delay Factor: Media Loss Rate) for video calls and SIP Performance Metrics.
The solution also supports a wide range of codecs including AMR, AMR-WB, EVRC and more.
"Inherently, PacketScan is a powerful tool that features real-time capture and monitoring of IP traffic, segregation and capture of VoIP calls (H323, SIP, MGCP, Megaco, T.38, and others), and collection of statistics about calls,” said Karthik Ramalingam, product development manager, GL Communications, in a statement.
“PacketScan can also be used as a stand-alone tool as well as a probe in a distributed system using a central database such as Oracle (News 
- Alert) as implemented in PacketScanWeb, a central monitoring system for a comprehensive view of network performance,” Ramalingam added.
Additionally, PacketScan can be configured to automatically start monitoring traffic with filters. The solution even has the ability to connect to a remote database for PacketScanWeb applications. This is especially useful in 3rd party remote monitoring applications, for example, when setting up and configuring a laptop for plug-n-play testing.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Jamie Epstein
