🎯 Teams Administration Course · Final Module 6 of 6
Devices, Reporting & Troubleshoot
MS-700 Exam Alignment
MS-700
Monitor and troubleshoot Teams environments: manage Teams-certified devices (IP phones, displays, panels, Teams Rooms), interpret Teams usage reports and PSTN usage reports, use Call Quality Dashboard (CQD) for network quality analysis, run per-user call analytics, and diagnose common Teams issues using the right tools.
- Know the Teams device categories managed in TAC and what information is shown per device
- Distinguish Teams usage reports from PSTN usage reports — what each measures and where each is found
- Know when to use Call Quality Dashboard (CQD) vs per-user call analytics and which roles can see each
- Understand CQD dimensions and measures — what a stream is, what MOS score means, and what NMOS thresholds signal poor quality
- Match common Teams troubleshooting scenarios to the correct diagnostic tool
Exam Tip: MS-700 tests the right-tool-for-the-right-job in troubleshooting. Map these: poor audio quality for a specific user → per-user call analytics (TAC → Users → [user] → Call history). Widespread audio quality issues across the org or a site → CQD. Teams not connecting → Microsoft 365 Service Health + Network Testing Companion. Who used Teams most last month → Teams usage reports. PSTN call costs and usage → PSTN usage reports.
The final module covers the operational layer of Teams administration — keeping devices healthy, measuring how Teams is being used, diagnosing call quality problems, and troubleshooting connectivity. These are the daily tools of a working Teams admin. Understanding which tool to reach for in each scenario is as important as knowing how each tool works.
🖥️ Teams Device Management
The TAC Devices section manages all Teams-certified physical devices enrolled in your tenant. Devices must be signed in with a Teams account to appear here.
| Device Category | What It Covers | Typical Use |
|---|---|---|
| IP phones | Teams-certified desk phones and conference phones (e.g. Yealink, Poly, Cisco Teams phones) | Desk workers with PSTN calling via Teams Phone |
| Displays | Microsoft Teams displays — standalone touchscreen devices with an ambient Cortana-enabled screen that pairs with a PC for hot-desking | Hot-desking spaces, shared workstations |
| Panels | Small touchscreen panels mounted outside meeting rooms showing room availability, upcoming meetings, and allowing ad-hoc booking | Meeting room scheduling displays (corridor-mounted) |
| Teams Rooms on Windows | Full meeting room compute units running Windows 10/11 with Teams Rooms software — connected to a room display, camera, and speakerphone | Large conference rooms with full A/V setup |
| Teams Rooms on Android | Android-based meeting room devices running the Teams Rooms for Android app (e.g. Poly Studio X, Yealink MeetingBar) | Huddle rooms and smaller meeting spaces |
| SIP devices | Legacy SIP phones connected via Teams SIP Gateway — lets older hardware work with Teams Phone without replacing it | Gradual migration from legacy PBX systems |
TAC › Devices › IP phones
🏠 Dashboard
👥 Teams
🖥️ Devices
IP phones
Teams Rooms on Windows
Teams Rooms on Android
Displays
Panels
SIP devices
📅 Meetings
Teams Rooms on Windows
Device health states: Healthy — all signals green · Non-urgent — minor issue (low disk space, peripheral offline) · Unhealthy — critical issue (sign-in failure, network offline, app crash)
Device Configuration Profiles
Configuration profiles let you push settings to groups of devices from TAC without touching each device individually — firmware update schedules, time zones, language, lock screen settings, and network configurations.
PowerShell — Teams Device Management
Connect-MicrosoftTeams # List all enrolled Teams devices Get-CsTeamsDevice | Select-Object DisplayName,DeviceType,HealthStatus,SoftwareVersion,LastSeenDateTime | Sort-Object DeviceType # Filter for unhealthy devices needing attention Get-CsTeamsDevice | Where-Object HealthStatus -eq "Unhealthy" | Select-Object DisplayName,DeviceType,HealthIssues,LastSeenDateTime # Get Teams Rooms on Windows devices only Get-CsTeamsDevice | Where-Object DeviceType -eq "TeamsRoomsWindows" | Select-Object DisplayName,HealthStatus,SoftwareVersion # List device configuration profiles Get-CsTeamsDeviceConfigurationProfile | Select-Object Identity,DeviceType,Description
📊 Teams Usage Reports
Usage reports provide aggregate data on how Teams is being used across the organisation. Found in TAC → Analytics & reports → Usage reports, and also in the Microsoft 365 admin center → Reports → Usage.
| Report | What It Shows | Use Case |
|---|---|---|
| Teams usage | Active users, active channels, messages posted, meetings organised and attended — by team and across the org. Date range up to 180 days | Identify adoption levels, find under-used teams, measure feature uptake |
| Teams user activity | Per-user breakdown — chat messages, calls, meetings, reactions, shared files. Shows which users are active and in what ways | Understand individual adoption; identify users who may need training |
| Teams device usage | Which platforms users are accessing Teams from (Windows, Mac, iOS, Android, web) | Device management planning; verify mobile app deployment |
| Teams live event usage | Events created, attendee counts, broadcast quality data | Measure large event adoption and capacity planning |
| PSTN minute pools | Total PSTN minutes consumed from your Calling Plan allocation — remaining balance vs used | Monitor Calling Plan usage before you run out of minutes |
| PSTN and SMS (preview) usage | Per-call detail — who called who, duration, cost, call type (inbound/outbound, domestic/international) | Cost auditing, identifying high-cost international callers, fraud detection |
TAC › Analytics & reports › Usage reports
🏠 Dashboard
👥 Teams
📞 Voice
📊 Analytics & reports
Usage reports
Call Quality Dashboard
Usage reports
Teams usage
Active users, channels, messages — last 30 days
Run report
Teams user activity
Per-user: messages, calls, meetings
Run report
PSTN and SMS usage
Per-call detail — duration, cost, call direction
Run report
📞 Call Quality Dashboard (CQD)
The Call Quality Dashboard at cqd.teams.microsoft.com (also accessible from TAC → Analytics & reports → Call Quality Dashboard) is a tenant-wide call quality analytics platform. It provides aggregated call quality data across the entire organisation — not for individual users.
CQD Concepts
| Concept | Definition |
|---|---|
| Stream | A one-directional audio or video flow between two endpoints. A call has two streams — one from each participant to the other. CQD measures quality per stream, not per call |
| Poor stream | A stream where quality metrics fall below acceptable thresholds — defined by packet loss, jitter, and round-trip latency |
| Poor Stream Rate (PSR) | The percentage of streams classified as poor. A PSR above 3% warrants investigation; above 5% is considered a significant problem |
| MOS (Mean Opinion Score) | A 1–5 subjective quality score where 5 = excellent, 4 = good, 3 = fair, 2 = poor, 1 = bad. CQD shows a Network MOS (NMOS) derived from network metrics |
| Packet loss | Percentage of audio/video packets that don't arrive — above 10% significantly degrades voice quality |
| Jitter | Variation in packet arrival time — above 30ms causes audio stuttering and echoing |
| Round-trip latency | Total time for a signal to travel to the other party and back — above 500ms causes noticeable call delay |
| Building data upload | A CSV file mapping subnets to physical building/site names. Uploading this enables CQD to show quality breakdown by building and network location |
💡 CQD vs Per-User Call Analytics — Which to Use
- CQD — Org-wide, aggregated, trend-based. Use to find systemic issues: "All calls from Building A have poor quality", "Audio quality degraded for all users last Tuesday", "Which subnets have the highest poor stream rates". Requires admin roles. Available at cqd.teams.microsoft.com
- Per-user call analytics (TAC → Users → [user] → Call history) — Individual user, per-call detail. Use for: "This user reports choppy audio on their calls — what does their specific call data show?" Shows codec, packet loss, jitter, device, network path for each call. Teams Communications Support Specialist and Engineer roles can access this
TAC › Users › [user] › Call history (per-user analytics)
🔧 Common Teams Troubleshooting Scenarios
The right diagnostic tool determines how fast you solve a problem. Here is the complete mapping for the MS-700 exam:
| Symptom / Scenario | First Tool to Use | Where |
|---|---|---|
| One user reports choppy audio on their calls | Per-user call analytics → view their recent call sessions and check packet loss, jitter, and device health | TAC → Users → [user] → Call history |
| Multiple users in the London office report poor audio quality | Call Quality Dashboard (CQD) → filter by building/subnet → identify network path issues at the site level | cqd.teams.microsoft.com or TAC → Analytics & reports → CQD |
| Teams is not loading / sign-in fails for many users | Microsoft 365 Service Health → check for active Teams incidents or degradations | M365 admin center → Health → Service health |
| A user cannot connect to a Teams meeting from the office but can from home | Network Testing Companion + check firewall/proxy logs → office network may be blocking Teams media ports | Microsoft Network Testing Companion (downloadable tool) |
| How many Teams meetings were held last month? | Teams usage report → Meetings organised/attended column | TAC → Analytics & reports → Usage reports → Teams usage |
| Which users have not used Teams in 30 days? | Teams user activity report → filter for Last activity date | TAC → Analytics & reports → Usage reports → Teams user activity |
| International calls are costing more than expected | PSTN usage report → filter by call type = International → review per-user costs | TAC → Analytics & reports → Usage reports → PSTN and SMS usage |
| A Teams Room device shows as Unhealthy | TAC Devices health view → click the device → review health signals (peripheral offline, sign-in issue, app crash) | TAC → Devices → [category] → [device] |
Network Requirements for Teams
Understanding Teams' network requirements helps when diagnosing connectivity issues:
| Media Type | Recommended Bandwidth | Ports Required |
|---|---|---|
| Audio (peer-to-peer) | 70–100 Kbps per stream | UDP 3478–3481, TCP 443 (fallback) |
| Video HD (1080p) | Up to 4 Mbps per stream | UDP 3478–3481, TCP 443 (fallback) |
| Screen sharing | Up to 15 Mbps (full screen) | UDP 3478–3481, TCP 443 (fallback) |
| Teams Rooms (full HD) | 10–20 Mbps recommended for room | UDP 3478–3481, TCP 443 (fallback) |
⚠️ UDP vs TCP Fallback Impact on Quality
Teams media (audio and video) is designed to use UDP ports 3478–3481. When a firewall blocks UDP, Teams falls back to TCP port 443 — but TCP is not optimised for real-time media. TCP retransmits lost packets (adding latency) and cannot tolerate the same level of network variability as UDP. If users consistently report poor audio quality only from the office, check whether the office firewall is blocking UDP 3478–3481 and forcing all media over TCP.
PowerShell — Usage & Troubleshooting Reports
Connect-MicrosoftTeams # Get PSTN call usage summary Get-CsTeamsPstnUsage # Get recent call sessions for a specific user (for troubleshooting) Get-CsUserSession -UserPrincipalName user@techcareers.in -StartTime (Get-Date).AddDays(-7) -EndTime (Get-Date) | Select-Object CorrelationId,StartTime,MediaTypesDescription,QoeReportAvailable # Check all current policy assignments for a user in one command Get-CsOnlineUser -Identity user@techcareers.in | Select-Object DisplayName,TeamsMeetingPolicy,TeamsCallingPolicy,TeamsMessagingPolicy,TeamsAppPermissionPolicy # Verify voice and Teams upgrade settings Get-CsOnlineUser -Identity user@techcareers.in | Select-Object DisplayName,EnterpriseVoiceEnabled,HostedVoiceMail,TeamsUpgradeEffectiveMode,LineUri
💡 Best Practices
- Upload building data to CQD as early as possible — without subnet-to-building mapping, CQD shows raw IP data with no location context, making it very hard to pinpoint site-specific problems
- Set a PSR (Poor Stream Rate) alert threshold of 3% in CQD — investigate immediately when it exceeds 5% as this indicates a systemic network or infrastructure issue
- For Teams Rooms, create a device configuration profile that enforces firmware update schedules — manually updating dozens of room devices is unmanageable at scale
- Review the Teams user activity report monthly — users with zero activity for 30+ days are either not adopting Teams or have a technical problem that needs investigation
- Check PSTN usage reports weekly during the first 90 days after a Teams Phone rollout — unexpected international call spikes often indicate misconfigured calling policies or compromised accounts
- Open UDP 3478–3481 on all corporate firewalls before deploying Teams — this is the single most impactful network configuration change for Teams call quality
- Use per-user call analytics (TAC → Users → Call history) as the first step for any individual audio complaint — it shows the exact codec, device, and network metrics for the problematic call
🎓 Interview Q&A
Q: What is the difference between Call Quality Dashboard (CQD) and per-user call analytics in Teams?
CQD provides aggregated, organisation-wide call quality data — it shows trends across sites, subnets, device types, and time periods. It is the tool for finding systemic issues: poor quality at a specific building, network-wide degradation, or comparing quality across locations. It requires the building data CSV to be uploaded for location-based filtering. Per-user call analytics (TAC → Users → [user] → Call history) shows individual call records for a specific user — packet loss, jitter, latency, device, and codec per call. It is the tool for investigating a specific person's complaint about audio quality. Teams Communications Support Specialist can access per-user analytics; CQD requires Teams Administrator or Communications Administrator role.
Q: What is a "stream" in the context of Call Quality Dashboard?
In CQD, a stream is a one-directional audio or video flow between two endpoints. Every call generates two streams — one in each direction. CQD measures quality metrics (packet loss, jitter, latency, MOS) per stream. A call might have one poor stream (in one direction) and one good stream (the other direction) — CQD measures and reports them independently. When CQD reports a "poor stream," it means one of those directional flows fell below the quality thresholds, typically more than 10% packet loss, more than 30ms jitter, or more than 500ms round-trip latency.
Q: Multiple users in the Birmingham office report poor Teams audio quality on calls. What tool do you use first and what do you look for?
Use the Call Quality Dashboard (CQD) — this is a site-wide issue, not an individual problem. In CQD, filter by the Birmingham building (requires building data to be uploaded) or by the subnet range associated with the Birmingham office. Look at the Poor Stream Rate (PSR) for that location — a rate above 3–5% is significant. Then drill into the quality metrics: high packet loss suggests network congestion or a faulty link; high jitter suggests inconsistent network path; high round-trip latency suggests routing issues. Compare with other sites to confirm the issue is isolated to Birmingham.
Q: Users at the office report that Teams video calls are choppy, but when working from home they have no issues. What is the most likely cause and first step to investigate?
The most likely cause is that the office network firewall is blocking UDP ports 3478–3481, forcing Teams to fall back to TCP port 443 for media. TCP adds latency and is not optimised for real-time media (it retransmits lost packets rather than tolerating them), causing choppy video and audio. The first step is to check the office firewall rules for UDP 3478–3481 and confirm whether Teams media is traversing TCP or UDP — CQD shows the transport protocol used per stream. Open UDP 3478–3481 outbound on the firewall to resolve this.
Q: What does uploading building data to CQD enable?
Building data is a CSV file that maps IP subnet ranges to physical locations (building name, city, country, campus). Without it, CQD shows raw IP addresses and subnets with no geographic context. After upload, CQD can filter and visualise call quality data by building, floor, city, or region — making it possible to identify location-specific patterns like "all calls from the 3rd floor of the Manchester office have high packet loss." It is the foundational step that transforms CQD from an IP-level data dump into an actionable site-level diagnostic tool.
🎯 MS-700 Mock Test
Module 6 — Devices, Reporting & Troubleshoot
Question 1 of 5
A Teams administrator notices that the Poor Stream Rate (PSR) in CQD has spiked to 18% for calls originating from the Dublin office subnet. What does this indicate and what should be investigated first?
✅ Correct answer: B. A PSR of 18% is far above the acceptable threshold (investigation warranted above 3%, significant problem above 5%). Since it is isolated to the Dublin subnet, this is a site-level network issue — not an individual user problem. CQD is the right tool to drill into the Dublin subnet's quality metrics (packet loss, jitter, round-trip latency). Per-user call analytics (D) would be used for an individual complaint, not a site-wide spike. The issue may be a congested WAN link, a misconfigured firewall blocking UDP, or a network device failure.
Question 2 of 5
A help desk technician needs to view the call quality details for a specific user's recent Teams calls — including packet loss, jitter, and device information — to troubleshoot an audio complaint. Which tool and location should they use?
✅ Correct answer: C. Per-user call analytics (TAC → Users → [user] → Call history) shows individual call records with full quality metrics — packet loss, jitter, round-trip latency, codec, device type, and network path per session. CQD (A) is aggregated and org-wide — it does not show individual user call detail in the same way and is not the right tool for investigating a single user's specific complaint. Usage reports (B, D) show activity counts, not quality metrics.
Question 3 of 5
The finance director's assistant wants to know which employees have not used Microsoft Teams at all in the past 30 days. Which report provides this information?
✅ Correct answer: A. The Teams user activity report (TAC → Analytics & reports → Usage reports → Teams user activity) shows per-user metrics including last activity date, messages sent, calls made, and meetings attended. You can export this to CSV and filter for users where Last activity date is more than 30 days ago or shows no activity. CQD (B) measures call quality, not adoption. Teams usage report (C) is team-level, not per-user. PSTN usage (D) only covers phone calls, not overall Teams usage.
Question 4 of 5
Office users report poor Teams video quality during afternoon hours, but home workers have no issues at the same time. Network testing confirms UDP ports 3478–3481 are blocked on the office firewall, forcing Teams to use TCP 443. What is the impact of this and the correct fix?
✅ Correct answer: D. Teams real-time media (audio and video) is designed for UDP — it can tolerate some packet loss without retransmission delays, which is acceptable for voice. When forced to use TCP 443, Teams must retransmit every lost packet, adding latency and causing the choppy video described. The fix is to open UDP 3478–3481 outbound on the office firewall. This is a fundamental Teams network requirement and one of the most common causes of office-only call quality issues.
Question 5 of 5
A Teams Rooms device in Boardroom B shows a health status of "Unhealthy" in TAC. A meeting is scheduled to start in 10 minutes. What is the first action an admin should take?
✅ Correct answer: C. The first step is always to click on the device in TAC to see the specific health signals — TAC shows exactly which component is failing (camera offline, microphone disconnected, sign-in failure, low disk space, app crash). This takes 30 seconds and immediately directs the remediation action. A camera offline might just need a cable reconnected; a sign-in failure might need a password reset. Restarting all devices (A) is disruptive and unnecessary. Waiting (D) with a meeting in 10 minutes is not acceptable.
🔒
This module is lockedComplete Module 5 and pass its mock test to unlock this final module.