how to use Prognosis 11.5 Conversations for Troubleshooting live conferences in Skype for Business

[GeraldC1]

How can we trouble shoot conferences that are live to assist users with issues while they are connected to the conference in Skype for Business. We're using Conversations view in Prognosis 11.5.

[GeraldC1 · Accepted solution]

How can we use Prognosis when a user has requested help for a conference that they are in right now?

An advantage of Prognosis is its ability to monitor active sessions in flight in a Skype for Business environment. Prognosis 11.5 has been enhanced for troubleshooting conference sessions. Here is a short video on how to use Prognosis 11.5 Conversations view to troubleshoot live active conference sessions when a user logs a request for the conference they are in.

 Steps in this video:

In this example a user has requested help about poor audio in a conference meeting he is in right now.

1. In Conversations select filters of

• Status: Active
• Session Type: Conference Session
• Modality: Audio

click 'Search'

2. Book mark this page with these filters set so that we can be quicker off the mark next time if we get alot of these kind of requests. Active-Audio-Conf

3. Add the SIP, or phone number if necessary to narrow down. In this case, not necessary, only 1 active conference at that moment.

4. Expand the conference users;

5. Establish if other users are affected or only the one, and to help understand the problem better and the likely cause.

7. Drill down for more info;

8. Collapse the Navigation side panel for more screen space

9. Inspect details of this user session further to help them identify the problem. Perhaps they have a slow internet connection if they're on the road for example.

HTH