Call quality issues occasionally occur and this article details some common steps which should be taken to try and resolve the issue.
- Ask the customer to reboot their router.
- Ask the customer to reboot their handset.
- Is the device using Wi-Fi? If yes, is it possible to try the device wired in to rule out a wireless issue?
- Using VoIP Diagnostics in Uboss you can check the Mean Opinion Score (MOS) of a user's recent calls. If the call is perfect we would expect a MOS of 4.4. VoIP Diagnostics allows you to see the minimum MOS during the call which is usually the best metric to review.
- Check the broadband statistics that the device is using to register. Are there multiple sessions recently? Is there packet loss if you ping the circuit?
- If the customer has call recording, ask their permission to review the recording. If the recording sounds perfect, but a quality issue is reported, that would suggest the voice traffic is being lost after it leaves our network and is going towards the customer network.