Identifying the cause of a voice quality issue is exceedingly difficult in today’s complex business communications networks. From routers to switches and session border controllers, there are many multi-vendor systems in the network infrastructure, any of which can be misconfigured or failing – impacting VoIP systems. It’s no surprise then, that finding the source of a voice quality problem can be like looking for a veritable needle in a haystack for IT professionals, channel partners or service providers trying to isolate and then identify where a specific issue lies. Often, issues are only flagged after they begin to impact the end user but by then the root of the problem could have gone unidentified for days or weeks.
Pomperaug Regional School District, located in North Eastern USA, is comprised of 7 schools. They had invested in the Mitel MiVoice Business system but were facing persistent voice quality problems. Users experienced echo and consistently choppy audio. Pomperaug’s channel partner, Total Communications, had made repeated attempts over a six month period to try and replicate or isolate the problem but had been unable to find the root cause.
Voice quality can be impacted by many different variables and in complex networks just the time it takes to isolate the issue can consume valuable resources. Fortunately, Pomperaug Regional School District had invested in Mitel’s Premium Software Assurance subscription, which includes access to the MarWatch fault and performance management software-as-a-service. With MarWatch, Total Communications was able to simplify their troubleshooting process. The detailed voice quality reports pinpoint exactly where issues lie, eliminating the laborious and excessive use of resources to locate the issue. Using MarWatch, they were able to immediately identify that their voice quality issues were caused by a faulty switch. Now, any voice quality problems are quickly detected and are often resolved before the user experience is impacted.
Networks are increasingly complex and users need to have clear visibility across both public and private components – leaving no gaps in performance monitoring. Voice quality issues are difficult to isolate on unmonitored networks and pinpointing the exact source of the problem is time consuming and costly. Only comprehensive monitoring quickly detects, diagnoses and resolves network performance problems.