We came across this write up by Tim Titus on Telecomreseller.com that looks at the relationship between VoIP Call quality and the networks that supports them. This is a one topic that we find seems to be the topic of discussion amongst many VoIP users in recent times. Tim’s views are similar to the ones we put forward regarding Network Management, in our 2015 report on “The A to Z of Successfully Selling Hosted UC-Telco in the Modern Market” which can viewed here.
In the article Tim suggests that, there is a direct relationship between VoIP call quality and the network that supports it: if your network is efficient and high performing, you will have reliable VoIP service. If it’s not, you won’t. He explained that this is because most telecom teams approach VoIP issues after the fact. And “after” usually happens when their users start telling them about call quality problems like echoes and dropped calls. He further expressed that most VoIP teams he speaks to everyday say that they thought they had it all figured out, but their VoIP system continues to be unreliable and as such they are unable to decipher what the actual problem is.
Tim warned that before asking your VoIP provider for help, one must consider the notion that the VoIP “package” is not the problem, rather the network is. He pointed out that in a recent survey;
31% of work place tech users said that network outages and poor Internet speeds were the biggest recurring technology problem.
Tim expressed that being the long time VoIP performance solution provider and network and telecom professional that he is, he is well aware that VoIP is especially sensitive to this issue. Furthermore, he argues that it is easy for one to blame their VoIP infrastructure, but call quality can be affected by a multitude of network problems. For example, a broken switch, misconfigured router, or damaged cable can indirectly cause VoIP problems. In order to find the root-cause of a VoIP problem, one must to first look at their network.
Tim advices that in order to keep your network performing reliably, one must be able to quickly pinpoint the root cause of a problem and then fix it. As network and telecom professionals, we all need to change the way in which we approach network problems and address them. He believes that root-cause troubleshooting leads to faster problem resolution.
At ICC Networks we believe that it is difficult for most Telco end users to be expected to distinguish between connectivity issues and hosted software service issues. The public internet (or "dirty internet" as the telco dealers used to call it), is improving all the time, but if your service is mission critical and you want service levels above the current 99.99% (good voice quality availability) level, that’s fine, but there is a cost. Talk to your hosted service provider about other types of connection, SIP Trunks, Leased Lines and other types of connection. They are readily available to compliment your hosted Telco or Unified Communications service.