Versions Compared

Old Version 17

changes.mady.by.user Eric Ronhovde

Saved on

compared with

New Version 18

changes.mady.by.user Eric Ronhovde

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Issue:

This article will show you how to troubleshoot call quality (also known as QOS) issues.

...

Support Template:

Info
iconfalse

Ok, so it sounds like this is a quality of service (poor quality issue).  Let me get a few questions answered here:

  1. How long has this been happening?
  2. Is it happening on one phone or all phones?
  3. Do you have more than one location?  Is it happening at all locations?
  4. How often does this occur?
  5. What type of firewall do you have?

  6. Has the Firewall been setup for Bandwidth Management by you or your IT department?

  7. Have there been any changes to the network which may have caused this to start?

...

Info
iconfalse
Expand
titleChoppy Audio
Info
iconfalse
  1. How long has this been going on?

    1. New Issue

    2. Pre-existing issue

  2. Is the issue intermittent or consistent?
    1. Intermittent: The issue will go away and come back randomly.

    2. Consistent: The issue is happening all the time.

  3. How many users are being affected?

    1. A Single User
    2. Multiple Users
    3. All Users
  4. Who is reporting the choppy audio?
    1. Sender (Outbound): The Audian user sounds choppy to the other person on the line when they talk.
      • The Audian user is uploading their voice to the internet and could be a bandwidth issue on the upload speed.
    2. Receiver (Inbound): The person talking to the Audian user sounds choppy when they talk.
      • The Audian user is downloading the other person's voice from the internet and could be a bandwidth issue on the download speed.
    3. Both
      • This would most likely be a packet loss or network over-utilization.
  5. Run Ping test on 54.149.90.30 or 52.11.88.63 keep an eye out for any results over 200 ms or instances of packet loss.
  6. Gather call examples with time, date, and the To and From telephone numbers.
  7. Packet Capture - GET ARTICLE
Info
iconfalse
Expand
titleSingle User Intermittent
Info
iconfalse
  1. Reboot The Phone by unplugging the phone's power and plug it back in.
  2. Test the phone by making an outbound call. If the phone is still cutting in and out then do one of the following and test again before moving onto the next step.
    1. Try plugging the phone into a different port on the local network.
    2. Swap the Internet cable out.
    3. Run a ping test to see if you are getting delay or packet loss. If there is a delay or packet loss contact your IT staff.
Expand
title1. Reboot the phone

Reboot The Phone by unplugging the phone's power and plug it back in.

Expand
title2. Test the phone by placing an out bound call.

Reboot The Phone by unplugging the phone's power and plug it back in.

Info
iconfalse
Expand
titleAll User Intermittent
Info
iconfalse
Expand
title1. Reboot the phones

Reboot The Phone by unplugging the phone's power and plug it back in.

Info
iconfalse
Expand
title2. Reboot the router

Reboot the router or firewall by unplugging the device and plug it back in.

...

.

...