Description:
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What is a QOS issue?
Poor Quality of Service issues can be best described as calls having choppy audio, delays and/or , echoing, as well as instances of calls dropping when neither party initiated the end of the call.
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Typical Causes of Call Quality Issues
| Users Internet Provider | Users Network EquipmentAudian Network | Phone Hardware |
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- Insufficient Internet Speed
- Packet Loss
- JitterDelay
- Packet Latency
| - Modem or Router failure
- Incompatible Router
- Bandwidth Management Settings
| - Broken Cable
- Widespread network Speaker issues
- Server problemsHandset Failure
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Basic Questions:
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Okay, so it sounds like this is a quality of service (poor quality) issue. Let's get a few questions answered here: - What is happening?
- How long has this been happening?
- Is it happening on one phone or all phones?
- Do you have more than one location? Is it happening at all locations?
- How often does this occur?
- What type of firewall do you have?
Has the Firewall been setup for Bandwidth Management by you or your IT department? - Have there been any changes to the network which may have caused this to start?
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| title | 1. Verify Basic Questions |
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| - 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: Dead air is when you hear nothing on your call after you dial a phone number. You don’t hear the dial tone anymore, but you also don’t hear any ringing; you just hear nothing.
- Dropped Calls: Dropped calls happen when the call disconnects without any input from calling or receiving parties and is often a result of the ISP dropping audio packets.
- Audio Delay: Delay is caused when packets of voice data take more time than expected to reach their destination.
- Speech Echo: An echo effect is typically due to a blockage or mismatch, which results in the signals bouncing back from where they came.
- How long has this been happening?
- Did the issue just start? If so, have any changes been made to your network/firewall equipment or settings?
- Is issue effecting all users or just some?
- If issue is only effecting one user, have you tried rebooting the device or moving it to a different location to test?
- If issue the issue is effecting all users, try restarting your modem and router/firewall.
- Do you have more than one location and is it happening at all?
- First check to see if the locations are connected on your local network, then contact ISP.
- How often does the issue occur?
- Is this a daily occurrence or intermittent? If daily, does the issue always seem to happen at a specific time or with a specific user/caller?
- What type of firewall is being used?
- Are you using a software or hardware firewall? Hardware firewalls are physical pieces of equipment that sit between your modem and the rest of your network, software firewalls are generally programs installed on individual computers.
- Has the Firewall been setup for Bandwidth Management?
- Many times the network and firewalls will need to be setup to manage the traffic or settings will need to be enabled/disabled to allow features to work properly
- Have there been any changes to the network which may have caused this to start?
- Any changes to the network, such as adding new computers, moving equipment to a new location or even software/firmware updates on a piece of hardware can cause issues to occur.
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