Troubleshooting Voice Related Concerns (Disturbance & Breakage)

overview of call architecture a standard call is a combination of two distinct connections, commonly referred to as legs agent's leg the connection between the agent's system and the call server customer's leg the connection between the sip line and the call server voice related concerns typically arise due to environmental/system issues or network related problems network prerequisites for the agent's leg to successfully connect, specific ports must be open on the network ensure the following network configuration is applied port protocol 5060 tcp 8089 tcp 10000 20000 udp agent connection methods agents' legs can be maintained using one of the following four options each method has specific configuration and troubleshooting requirements 1\ softphone in a softphone setup, extensions are created on the platform (e g , ameyo) and registered on a third party softphone application like x lite or zoiper agents log in to the ui via a browser dependency network connectivity between the agent's system and the call server is required for the extension to register risk if unregistered, calls will drop, and the agent will be placed in an erroneous state hardware requires an external headset for audio transmission 2\ hardphone / ip phone extensions are created on the platform and registered directly on the physical ip phone role these agents operate under a "phone agent" role ui access they typically do not use the browser ui and log directly into the hardphone/ip phone 3\ webrtc the agent's leg is maintained directly on the browser, and extensions are auto created dependency no reliance on third party softphones or hardphone registries prerequisites specific network ports (see above) must be open the microphone must be successfully detected by the agent's system and browser, otherwise, webrtc will not work 4\ mobile phone (dual leg) the agent selects the same sip trunk used for inbound/outbound routing and provides their mobile number to route the call to it resource usage for every single call, two channels of the sip trunk are consumed (one for the agent's leg, one for the customer's leg) initial troubleshooting steps for voice issues if an agent experiences voice issues, follow these initial diagnostic steps review reports download the call reports and verify if there is talk time for the reported call listen to voice logs review the recordings of the reported call to determine if the issue originates from the agent's side or the customer's side cross check customer issues if the issue seems to be from the customer's side, listen to a few other voice logs from that customer/line to confirm verify widespread agent issues if the voice issue is consistently on the agent's side across all calls, proceed with specific hardware/network diagnostics ping test ping the call server from the agent's system and check for any request time out (rto) or packet loss tcp dump capture a tcp dump on both the agent's system and the call server to rigorously verify network connectivity specific voice related concerns and resolutions headset issues agents may report choppy/no voice from the customer, the customer being unable to hear the agent, or static disturbance whether on a call or not resolution replace the headset with a known working one from another agent to verify if the hardware is faulty if the issue is resolved by replacing the headset, permanently issue a new one agent ip phone issues issues include voice disturbance or the inability to hear audio on either end resolution steps verify the ip phone's registration status verify the configuration settings done on the ip phone test by swapping the ip phone with a working unit reconfigure the ip phone if necessary network related concerns (webrtc) voice issues in webrtc setups are often caused by latency, jitter, or port blockages a webrtc troubleshooter and network debugger are provided on the agent's screen (dial pad) to identify these issues webrtc signal indicators the signal color on the agent's screen changes based on latency thresholds (which are configurable in the database) green latency is below the configured "low" value amber latency is between the "low" and "medium/high" values red latency is above the configured "medium" value resolution steps for webrtc network issues red signal / high latency enable continuous ping from the agent system to the call server to monitor network stability ice connection failure ensure udp ports 10000 20000 are open on the network erroneous state on login (red signal) check the network specifically for tcp port 8089 blockages no audio (both sides) verify that udp ports 10000 20000 are open bi directionally immediate call disconnect check the admin screen to ensure the agent is mapped to the correct call server advanced debugging in all the above cases, enabling a tcp dump on both the call server and the agent's system is highly recommended to isolate the bottleneck