General IAUG Discussion Forum

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  • 1.  Tools to troubleshoot poor call quality/drops

    Posted 07-28-2022 02:01 PM
    We are having intermittent reports of calls dropping while in progress as well as very static calls and other poor quality issues. It is sporadic but happening. Our Network Services team repeatedly checks and typically sees 'no issues' on switches or the network. We have mostly SIP phones, some H.323 too. We share the data network, switches and routers, among sites, along with data packets. QoS is implemented. The issue is not common enough that traces produce possible fixes. 

    Is there an appliance or application that anyone has used and would recommend to troubleshoot issues like this. We have Avaya's SLA Monitoring tool and are building it out with our current VLans, but would appreciate any suggestions on how to get to root causes.

    Thank you.

    Kathleen DeSantis
    Telecommunications Manager
    Maimonides Medical Center
    Brooklyn NY

  • 2.  RE: Tools to troubleshoot poor call quality/drops

    Posted 07-29-2022 09:15 AM
    Hi Kathleen,

    We were having similar issues, but only in one area of our campus. We had our network team engage the switch vendor and I also got some advice via the Unified Communications forum. The link is here:
    You may find that the firmware rev level that you put on the Utility Server will fix some but not all of your issues. Our ultimate solution was to downgrade the phone firmware and upgrade the switch firmware. 

    I am not sure this will help your situation, but it might point you in the right direction. 
    Kind Regards, Richard

    Richard Browne
    Sr. Telecommunications Engineer
    Adventist HealthCare
    Gaithersburg, MD

  • 3.  RE: Tools to troubleshoot poor call quality/drops

    Posted 12-06-2022 02:40 PM
    Car analytics shows you each leg of a call or meeting - for example, from one participant to a second participant. By analyzing these details, a Teams admin can isolate problem areas and identify the root cause for poor quality. As the Teams admin, you get full access to all Call Analytics data for each user.

    James M White White
    vintiga solution