Poor audio. Dropped calls. Frustrated users. When Teams calls go wrong, IT gets blamed but rarely gets the data to find the cause. TrueDEM changes that with per-participant call quality data that pinpoints the root cause in minutes, during or after the call.
TrueDEM’s Teams call quality capabilities give IT teams per-participant visibility into every factor that affects Microsoft Teams voice and video calls, from the participant’s device, headset, and local Wi-Fi through VPN, corporate network, and ISP to Microsoft’s media relays and cloud services. Thanks to a deep integration with the Teams client, TrueDEM captures call quality data from within Teams as calls happen and retains it for full retrospective analysis. Built by panagenda as part of the TrueDEM platform.
Search any user and see their complete Teams call history with individual quality ratings for each call. Quickly identify users with recurring issues or spot patterns across time periods.
Audio quality indicators (jitter, packet loss, round-trip time), video and screen sharing performance, device CPU and memory during the call, active processes, headset and audio device details, and the complete network path from device to cloud.
For calls that warrant closer attention, TrueDEM provides a live view of ongoing call metrics as data flows in. Spot issues as they develop, without waiting for the call to end.
Trace the complete network path from the participant’s device to Microsoft’s media relay. Including local Wi-Fi signal strength, VPN routing impact, corporate network hops, ISP performance, and distance to the nearest Microsoft data center.
Aggregate call quality data by corporate network location, Wi-Fi network SSID, or ISP, so you can identify which networks consistently produce poor results and prioritize infrastructure improvements.
For organizations using Teams as their phone system, TrueDEM provides visibility into PSTN call quality including SBC performance, SIP codes, concurrent call traffic patterns, and direct routing path analysis, segmented by country, gateway, and time period.
Search any user and see their complete Teams call history with individual quality ratings for each call. Quickly identify users with recurring issues or spot patterns across time periods.
Audio quality indicators (jitter, packet loss, round-trip time), video and screen sharing performance, device CPU and memory during the call, active processes, headset and audio device details, and the complete network path from device to cloud.
For calls that warrant closer attention, TrueDEM provides a live view of ongoing call metrics as data flows in. Spot issues as they develop, without waiting for the call to end.
Trace the complete network path from the participant’s device to Microsoft’s media relay. Including local Wi-Fi signal strength, VPN routing impact, corporate network hops, ISP performance, and distance to the nearest Microsoft data center.
Aggregate call quality data by corporate network location, Wi-Fi network SSID, or ISP, so you can identify which networks consistently produce poor results and prioritize infrastructure improvements.
For organizations using Teams as their phone system, TrueDEM provides visibility into PSTN call quality including SBC performance, SIP codes, concurrent call traffic patterns, and direct routing path analysis, segmented by country, gateway, and time period.
TrueDEM gives you the complete picture, per participant, per call, during and after, so you can stop guessing and start fixing.
The home worker with chronic audio issues
A remote employee complains about garbled audio. Microsoft’s tools rate calls as “poor” but offer no why. In TrueDEM, you see the pattern: poor audio correlates with high Wi-Fi packet loss at specific times. Device is fine. Home Wi-Fi degrades when competing with household traffic. Specific finding shared, wired connection suggested, quality improves immediately. No remote session. No guessing.
Identifying a widespread issue before users escalate
You notice an uptick in poor calls at one office location. No tickets yet. TrueDEM’s managed network reports show a recent config change altered Teams media routing, adding latency. Device and ISP metrics are fine; the bottleneck is the corporate network layer. Concrete data to the network team, change rolled back, resolved before the first support ticket.
TrueDEM provides client telemetry information and combines it with Microsoft CQD and Call Analytics so that all relevant details for troubleshooting are in one place. Helpdesk efforts are very much reduced now and we are using the TrueDEM insights for a proactive infrastructure optimization."
Björn Bendix, IT Administrator | Deutsche MTM-Gesellschaft Industrie- u. Wirtschaftsberatung mbH
Without TrueDEM we had to involve three different IT department engineers to investigate a call quality problem. It would take an average of 12 hours, and they might never find a fix."
IT Engineering Manager, Corporate IT Services | U.S. Fortune 100 Financial Services Company
TrueDEM collects a comprehensive set of telemetry data during every call, this includes (but is not limited to) endpoint metrics like CPU, memory, and active processes; audio device details; network metrics such as Wi-Fi signal, bandwidth, jitter, packet loss, and round-trip time; and traceroute data across the full network path. Thanks to a deep integration with the Teams client, TrueDEM also captures call quality information directly from within Teams as the call is ongoing, providing per-participant quality scores and media stream details. All of this is combined with Microsoft’s cloud-side CQD data for a complete picture. The full range of collected metrics is extensive, contact us or start a trial to explore the complete dataset.
Yes. TrueDEM captures comprehensive call data continuously. When there’s a reason for closer attention, prior poor calls, VIP user status, or trending issues, you can watch the call’s metrics live as it happens. But you don’t have to be watching: the same detailed data is available for full retrospective analysis at any time after the call ends. Whether you look during the call or days later, the complete picture is there.
No, it complements it. TrueDEM integrates CQD data and adds what Microsoft’s tools lack: per-user endpoint telemetry, real-time call data from within the Teams client, local and corporate network path analysis, and individual-level granularity instead of aggregated averages.
Yes. TrueDEM provides visibility into PSTN call quality including SBC performance, SIP error codes, concurrent call traffic at gateways, and direct routing path analysis, segmented by country, gateway, and time period. This makes it particularly valuable for organizations using Microsoft Teams as their primary phone system.
Once the TrueDEM agent is deployed to a user’s device, telemetry data starts flowing immediately. The very first call after deployment will already include full endpoint and call quality data. Organization-wide pattern analysis becomes meaningful once you have a few days of data across your user base.
Yes. TrueDEM supports VDI environments including Citrix and Azure Virtual Desktop. VDI setups add complexity to Teams call monitoring because media streams, signaling, and session control are split between the virtual machine and the local device. TrueDEM is designed to provide visibility across this “monitoring triangle”, covering the VDI host, the local endpoint (Windows only), and the cloud connection.
Roll out the TrueDEM agent and Teams plugin. Telemetry starts flowing from the very first call.