Inform agents to:

• Try making extension-to-extension calls.
• Check if the issue occurs on all calls or only intermittently (e.g., once in every 10 calls).
• Verify if the issue affects all agents or just one.
• If only one agent is affected, ensure their audio devices are functioning properly.
• Have the agent make a manual outbound or test call to a number to confirm if everything works correctly.

 

How to troubleshoot voice issues in SIP calls:

1. Identify the Issue – Determine if the problem is one-way audio, choppy sound, delay, low volume, or echo.
2. Check Network Conditions – Analyze bandwidth, packet loss, latency, jitter. This can be checked by configuring the QoS settings in chirp.
3. Ping Provision IP  -    Ping the IP address to check for any connectivity issues.
4. Recordings -             Check the recordings and see if both the voices are recorded in the tool

How to configure QOS,
 

Chirp > Call Quality :

QOS (Display Quality of Services) can be enabled to monitor the call quality. Once enabled, the call quality will be displayed on the agent's Chirp screen during the call. Please follow the steps below to enable this feature.

To enable call quality for calls

Goto Settings >> Sip Settings and enable the “Display Quality of Services (QOS)” check box and hit the right button icon to save the settings.
Once your QOS is enabled every time there is a call, the QOS icon will be displayed. To get the Call Quality press on the icon.


Understanding Call Quality

• Factors behind quality labels: The article explains that MOS (Mean Opinion Score) is influenced by factors such as latency, jitter, packet loss, and codec quality. These factors collectively determine whether a call is rated as Good, Poor, or Excellent in terms of quality.

• Retrieving calls against each label type: To retrieve calls categorized by quality labels (Good, Poor, Excellent) over a specific duration, you would typically need a VoIP monitoring tool that logs MOS scores and categorizes calls accordingly. This allows you to verify and analyze calls based on their quality ratings.

• Real-time visibility to agents: Implementing real-time visibility of quality labels (MOS scores) to agents by enabling QOS display on the Chirp app can help them monitor call quality instantly. This enables agents to take corrective actions promptly during calls if quality issues arise.
  
  
  The below details are considered to determine the call quality
  
  Users rate call quality on a scale from 1 (bad) to 5 (Perfect), with MOS being an average of these ratings.

• Determining Quality Labels:

  • Quality labels (Good, Poor, Excellent) are assigned based on MOS ranges:
    • MOS 4.5-5.0: Perfect
    • MOS 3.5-4.5: Excellent
    • MOS 2.5-3.5: Good
    • MOS 1.5-2.5: Fair
    • MOS 0-1.5: Poor

• Monitoring and Reporting:

  • VoIP monitoring tools collect MOS scores and classify calls into quality categories.
  • Reports provide insights into call quality trends and performance over time.

• Improving Real-Time Visibility:

  • Integrating MOS scores into real-time dashboards or widgets (like Chirp) enables agents to monitor call quality instantly.
  • Agents can take corrective actions during calls to mitigate quality issues promptly.

• Implementation Considerations:

  • Implementing MOS monitoring requires VoIP monitoring tools capable of calculating and categorizing MOS scores.
  • Integration with existing VoIP infrastructure ensures seamless monitoring and reporting.