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Issue:

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

What is QOS?

  1. Choppy Audio
  2. Dropped Calls
  3. Audio Delay
  4. Speech Echo

What causes QOS?

  1. Users Internet Provider
    • Insufficient Internet Speed
    • Packet Loss
    • Jitter
    • Delay
  2. Users Network Equipment
    • Incompatible Router
    • Bandwidth Management Settings
  3. Audian Network

Troubleshooting:

 1. Verify Basic Questions
  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
 Choppy Audio

  1. How long has this been going on?

    1. IF the issue just started happening ask if it is:

      1. Intermittent: The issue will go away and come back randomly.
      2. Consistent: The issue is happening all the time.
    2. IF the issue has been going on for a week or longer then find out if the issue is:
      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
      This issue just startedIntermittentConsistent

      A Single User

      		Reboot PhoneReboot Phone

      Multiple Users

      		Network TestsNetwork Tests
      All UsersNetwork TestsNetwork Tests


 3. Call Cannot be Completed as Dialed

Coming Soon

 4. Call Routes to the Wrong Person/Company

Coming Soon

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