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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. 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 persons 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 full on network over utilization.

SenderReceiverBoth

A Single User

Reboot Phone

Verify Handset Works

Reboot Phone

Verify Handset Works


Multiple Users

Speed Test

Ping



All Users


 Single User Intermittent
 1. Reboot the phone

Reboot The Phone by unplugging the phones power and plug it back in.

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

Reboot The Phone by unplugging the phones power and plug it back in.



 4. Call Routes to the Wrong Person/Company

Coming Soon

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