Call quality

[TechFats]

I'm new to the MCD 3300 system. I've dabbled in phone system administration over the years, but it was never my primary responsibility.
Unfortunately or fortunately, I'm being expected more frequently now to support our phone system. As I've stated in other posts, we have a cluster of 3300's with our primary 3300 used by all phones until failover. In our home office where the primary 3300 is located, I've gotten reports from users that for the past two days the incoming and outgoing call quality has been horrible. I've asked those users for a few times, extensions and phone numbers to help me start to get things narrowed down. I started looking into Maintenance and Diagnostics Voice Quality Voice Quality Statistics. However, I just don't know what I'm looking for in the context of this problem. How would a seasoned MCD 3300 admin or really any phone admin go about beginning to troubleshoot a vague claim such as this? I appreciate any feedback. Thank you.

 

[DoubleUT]

Start by looking at patterns. Only internal or external calls with bad speech quality or both. Internal calls with problems normally can be caused by the network as RTP is streamed from phone to phone direct.

 

[kwbMitel]

First stop would be the Maintenance Logs to see if you have any E2T errors such as dropped packets, Jitter, or some such.

Next stop would be trying to get the users to log the time of their call.
- Time
- Inbound or outbound
- local or LD
- Internal

If you haven't enabled SMDR on the system yet, do so. The system will buffer 20,000 phone records.

You probably have a bad channel on your PRI. Identifying which one can be a chore.

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What's most important is that you realise ... There is no spoon.

 

[TechFats]

Thank you.

 

[LoopyLou]

Not sure if you stated your trunk type but if it is a PRI you can go to maintenance and do a DTSTAT read over a few hours ( see help files ) to see if you have any reported errors with the PRI link. Analog trunks can be disconnected from the 3300 and tested directly.

Then would do what kwbMitel says and look at the E2T. Any call that goes to or comes from an external party goes through the 3300 controller if it is on an analog or Digital trunk. Therefore call quality issues could be hardware within the 3300.

If you are using SIP trunks or are experiencing voice quality problems between IP sets ( whether the sets are local or remote ), then audio doesn't go through a controller and is likely caused by issues in your network configuration i.e routing issues or QoS not applied correctly or consistently. That is what DoubleUT is referring to.

An apple a day keeps the doctor away. Anyone else and you need to throw it harder.