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How do you monitor and troubleshoot SIP trunk issues during a disaster?

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SIP trunking is a popular and cost-effective way to connect your phone system to the public switched telephone network (PSTN) over the internet. However, what happens if there is a disaster that affects your internet service provider (ISP), your SIP trunk provider, or your network infrastructure? How do you monitor and troubleshoot SIP trunk issues during a disaster and ensure business continuity? In this article, we will cover some best practices and tips to help you prepare for and deal with SIP trunk problems in a crisis.

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1 Plan ahead

The first step to avoid or minimize SIP trunk issues during a disaster is to plan ahead and have a backup strategy. You should evaluate your SIP trunk provider's service level agreement (SLA) and disaster recovery plan, and make sure they can meet your expectations and requirements. You should also consider having a secondary SIP trunk provider, a failover SIP trunk, or a PSTN gateway as a backup option in case your primary SIP trunk goes down. Additionally, you should have a backup power source, a redundant network configuration, and a secure VPN connection for remote access and management.

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Bill Pedersen
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First question I ask my customers is how much will this impact my business if I lose my voice service and plan accordingly. One of the better solutions that I have come across is a LTE failover solution that has a low minimal impact on cost. I may lose a call for a moment, but I have the ablility to keep the phones up and a few items such as a POS system, etc. Work with your provider, but do not think that their solution is the best, your back up services may be with another provider. Make sure your services come with a SLA that meets your needs, not all SLA's are the same.

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Shahan Karim

Global Strategic Business Leader ★ CTO ★ Architect ★ Engineer ★ Speaker ★ Author
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Begin with the reality that things will fail. When it comes to communications, especially secure internal communication an outage will lead to disabling the team from being able to communicate with each other to resolve the outage, plan accordingly! All services should be registered on list of 1-5 with being mandatory to be connected and 5 can have a multi-day outage. Anything that falls into category 1 must have 1-2 redundancies in place that are external to the business (yes that means relying on multiple vendors). This must include training and live testing of simulated outages to ensure the team is ready to get past communication challenges to collaborate.

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Sajad Ranjbari

IT Network Specialist | Network, Cloud, and Voice Consultant
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At first, you must check the Reachability of the destination of the siptrunk, You can check it with the ping destination address or IP address ,trace route the path the packet can reach, and so on. If the trunk is up, but the call cannot be established you must check the SDP, that contains SIP issue error codes, that is include all the error that happened.

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2 Monitor your SIP trunk

The second step to detect and troubleshoot SIP trunk issues during a disaster is to monitor your SIP trunk performance and availability. You should use tools and methods such as ping, traceroute, SIP options, SIP call flow analysis, and SIP trunk status reports to check the connectivity, latency, jitter, packet loss, and quality of service (QoS) of your SIP trunk. You should also set up alerts and notifications for any anomalies or failures in your SIP trunk, and review your call detail records (CDRs) and logs for any errors or issues.

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Sajad Ranjbari

IT Network Specialist | Network, Cloud, and Voice Consultant
(已编辑)
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You can monitor the SIP Trunk, by checking the SDP real time that includes invite calls, trying calls, ringing calls, and established calls and canceled calls or ended calls, also, there are some services and application, that are compatible with vendors equipments for monitoring the calls and sessions. like monitor of system status program in Avaya, and RTMT Cisco, TranslatorX Cisco, and the common line of Asterisk family generation.and etc

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Erik Holguin

/ Consultant / technology solutions / em link international
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I’m my experience, aligning your business with a carrier that can offer live sip truck status and performance monitoring is key. You may be able to make calls but what about when your not making calls? You will want to know the status at all times to measure performance of your SIP traffic. This best practice will let you know how your solution is performing for or possibly failing you. Along with this type of service and support, being alerted to this matter with self healing thresholds will allow for business continuity. ISP’s are going to fail and have down time. In todays technology we have many ways to build a plan to stay alive during these inevitable times.

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3 Troubleshoot your SIP trunk

To resolve and fix SIP trunk issues during a disaster, the third step is to troubleshoot the SIP trunk using a systematic and logical approach. First, you must identify the scope and impact of the problem, such as whether it is affecting all calls or just inbound or outbound calls. Then, you must isolate the root cause of the problem by checking if it is related to your ISP, your SIP trunk provider, your network equipment, your phone system, or your end devices. Finally, test and verify the solution to ensure that it works and that the problem is resolved. If not, repeat the previous steps until you find a working solution.

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4 Document and report

The fourth step to monitor and troubleshoot SIP trunk issues during a disaster is to document and report your findings and actions. You should keep a record of the problem description, the troubleshooting steps, the solution, and the outcome. You should also communicate with your SIP trunk provider, your ISP, your network team, and your users about the status and resolution of the problem. You should also review your SIP trunk performance and usage after the disaster, and identify any areas for improvement or optimization.

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5 Train and educate

The fifth step to monitor and troubleshoot SIP trunk issues during a disaster is to train and educate yourself and your staff on how to handle SIP trunk problems in a crisis. You should familiarize yourself with the tools and techniques for SIP trunk monitoring and troubleshooting, and have a clear and updated procedure for escalation and support. You should also provide training and guidance to your users on how to use alternative communication methods, such as mobile phones, email, or chat, in case of a SIP trunk outage.

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6 Review and update

The sixth and final step to monitor and troubleshoot SIP trunk issues during a disaster is to review and update your SIP trunk configuration and settings. You should check if your SIP trunk provider has made any changes or updates to their service or network that may affect your SIP trunk performance or compatibility. You should also review your SIP trunk security and authentication settings, and make sure they are adequate and up to date. You should also test and validate your backup and failover options, and make sure they are ready and functional in case of another disaster.

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How do you monitor and troubleshoot SIP trunk issues during a disaster?

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1 Plan ahead

2 Monitor your SIP trunk

3 Troubleshoot your SIP trunk

4 Document and report

5 Train and educate

6 Review and update

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