How would you handle a recurring call quality problem that seems challenging to pinpoint and resolve?

Ask the customer to provide as much call detail as possible...time and date logs, error examples (e.g. ring-no-answer, dead air, etc), and specific numbers dialed. This will aid with troubleshooting in order to provide the customer a remedy as quickly as possible.

On my initial look, I don’t want anything rebooted. I dump all diagnostic data like log files, log buffers, error counts etc before I reboot anything. I then will see if I can easily recreate the issue and note the current conditions of the situation. Then I change a variable to see if the issue follows the source or destination and cut my troubleshooting in half.

Start with User Feedback and Initial Checks and then retrieve enough data and logs to help reach a pattern. Analyse the data in larger picture and check what conditions as a whole cause the bad UX and go backwards in trying to simulate the state and then once we are able to re-create the issue - half the problem is solved. On the hindsight if the issue happens with only a subset of users delve into the intricacies of Signal Strength, network issues, packet loss and latency as we are working with a smaller group.

1st I consider if it is one user or many. 2nd is this happening at multiple locations , offices, home users or just 1 location? The next step is dependent on the answers to those 2 questions.

With VoIP your problems with call quality are most often related to packet loss or high latency. Basic network troubleshooting is your best path. Ping and trace route along the path and try to cut your network in half, then half again until you find the segment where the issue exists. QOS is good, but keep in mind that routers can only buffer so many packets before the buffers/queues overflow.

Checking clients router for SIP_Alg . That seems to still be a thing. Make sure you can turn it off. Check jitter an latency. Everyone looks at speed but its a small component compared to others. Then go granular if needed. If you manage the network in a controlled enviroment, most problems are faaily easy to spot. Mix in Home users with the cheapest package they can get 9 smart tvs, 8 tablet, 8 Smart phone and 20 IOT devices, it can be a beast.

A avalia??o dos equipamentos instalados no local pode permitir identificar problemas físicos mais simples de resolver. Tentar isolar ou segmentar a rede ou servi?o locais podem permitir verificar a sua causa em algumas situa??es.

Considerando que uma falha técnica já tenha sido devidamente avaliada no local, e mesmo assim n?o esclarecida, é importante que haja um fluxo estabelecido para o acionamento do time de especialistas que possa prestar o suporte avan?ado para estes casos.

A conversa inicial com o usuário faz parte do atendimento técnico inicial e pode se reverter em informa??es preciosas acerca da falha, ou seja, sempre que possível o atendimento técnico deve ser acompanhado pelo responsável pelo relato do problema.

There are several good tools to see if the cause is on your network or the things you have control over. Once a VoIP packet leaves your local infrastructure you have to rely on service provider to look for any issues. They should have tools for this but be prepared to receive limited transparency for a multitude of reasons. If you have the data that rules out your local environment than share that with your provider under confidentiality clauses or add an NDA.