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Issue:

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

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Support Template:

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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 it been set up for QOS by you or your IT company?
  7. Have there been any changes to the network which may have caused this to start?

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title1. Verify Basic Questions
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  1. What is happening?
    • Choppy Audio: Is most often an issue with the ISP experiencing minor delay or packet loss which is common and usually goes away by the next business day or the customer bandwidth (the network speed) is being over utilized and dropping audio packets.
    • Dead Air
    • Dropped Calls: is often a result of the ISP dropping audio packets or
    • Audio Delay
    • Speech Echo
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titleChoppy Audio
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  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 overutilization.
    Setup ping tests
      • over-utilization.
  5. Run Ping test on 54.149.90.30 or 52.11.88.63.
  6. Gather Call examples.
  7. Packet Capture - GET ARTICLE
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titleSingle User Intermittent
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  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.
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title1. Reboot the phone

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

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

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

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titleAll User Intermittent
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title1. Reboot the phones

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

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title2. Reboot the router

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

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