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SIP Audio Problems: Difference between revisions
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<indicator name="VoIP">[[File:menu-voip.svg|link=:Category:VoIP_Faults|30px|Back up to the VoIP Faults page]]</indicator>
[[Category:VoIP Faults]]
Here is a list of things to go through when dealing with VoIP Quality issues with VoIP calls, eg: calls breaking up, garbled audio, silence or gaps in the call.
= Brief overview =
Here is a very brief overview of types of audio problems, their cause and the fix. This is not exhaustive, and usually there isn't a quick fix and diagnosing and investigation is required.
=== Types of problems that could be reported ===▼
* VoIP calls audio has echo echo▼
* VoIP calls are <big>too loud</big> or <small>too quiet</small>▼
* VoIP calls sound like they are under water▼
* VoIP calls are silent▼
* Audio starts out ok, but stops after a few seconds or a few minutes▼
* Audio has gaps, missing words▼
==General direction to take with different types of audio problem:==
{| class="wikitable"
| '''No audio after a few minutes''' || Firewall/NAT/session timeouts || Investigate firewall/NAT/ALG
|}
▲=== Types of problems that could be reported ===
▲* VoIP calls audio has echo echo
▲* VoIP calls are <big>too loud</big> or <small>too quiet</small>
▲* VoIP calls sound like they are under water
▲* VoIP calls are silent
▲* Audio starts out ok, but stops after a few seconds or a few minutes
▲* Audio has gaps, missing words
* Calling *100 will play a continuous 1Khz tone - if the audio breaks up then there is a problem
The cause of an audio problem needs to be determined, especially if it's intermittent or only in one direction.
|-
| '''If problem is outbound...''' || A&A Support can provide details on how to test making calls via the different upstream carriers that we use
|-
| '''What has changed recently?''' || eg, phone or pbx software upgrade, new broadband router, new ISP, new phone etc...
|}
== Things to investigate ==
* Check the quality of the internet connection▼
When did the problem start? - what changed around that time?
* Was phone system upgraded?
* Was the telephone software upgrades?
* Was the internet router changed?
* etc
Then:
* Check the quality of the internet connection - broken audio can be down to a poor internet connection
* Calling *100 will play a continuous 1Khz tone - if the audio breaks up then there is a problem
* Check the CQM graph (if using A&A for the internet connection)
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