Proactively monitoring every VoIP call allows the telecom manager to solve customer call service problems with more efficiency and improve high-end service selling capabilities. Using a proven voice quality monitoring tool, or engaging with a partner who offers one, is the best way to ensure success.
Partners who monitor the network provide an added service to their customers. Using a vendor-neutral third-party voice quality monitoring tool provides insight into where issues are occurring.
Voice Quality Culprits
A quality issue for a given endpoint could be a PC issue, a data network issue, a voice routing issue, a Windows server oriented problem, or an IP phone system configuration issue. Finger-pointing, both internally and amongst the vendors involved, can often happen when it comes to tracking down problems with a Unified Communications (UC) system.
Often it is difficult to determine the cause when users experience voice issues. Issues could be the result of:
- Hardware device failure
- Cable connection problems
- T1 Circuit issues
- Voice traffic traveling over the public internet
- Bandwidth limits exceeded
- Carrier related errors
The best way to determine what is causing the issue is to use a vendor-neutral voice quality monitoring tool. The tool can pinpoint where the problems are occurring and can offer steps to remedy the issue.
What to Look for in a Voice Quality Monitoring Tool
When looking for a tool, there are key considerations.
Finding a voice quality monitoring tool that is lightweight and can be used by vendors, suppliers, and end-users is critical.
Other aspects to consider are:
- Universal reporting for any IP address, regardless of manufacturer
- Simulated calls across the network to test voice and video success
- Reports to determine average as well as high and low MOS scores
- Enable multiple teams to have real-time visibility
Delivering flawless end-user quality is the goal of any IT group when it comes to UC phone systems. What many groups find is, to do that, they need to have a handle on the various layers involved. As the deployments scale up, these functions are usually done by different management groups with different tools. Having everyone use the same tool keeps everyone on the same page.
The VXPulse support platform is a platform purposely designed to remove risk and IT workload when operating UC across complex, multi-vendor environments. VXPulse can uniquely correlate and unify these disparate data sets enabling its users to handle issues regardless of where they may occur.
It is designed to enable multiple teams to have the real-time visibility, controls, and analytics to make sure problems are proactively identified and all relevant information is easy to correlate and use between the different silos.
Contact us for a demo of the VXSuite platform, including VXPulse.