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Troubleshooting Audio Issues: How To Troubleshoot Audio Problems

The document discusses how to troubleshoot audio issues in VoIP by classifying problems, recognizing symptoms caused by delay, jitter and packet loss, echo and its causes, and distortion and its causes. It emphasizes using tools like packet captures and listening skills to identify issues rather than guessing, and provides guidance on common problems.

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Hoang Tien
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14 views7 pages

Troubleshooting Audio Issues: How To Troubleshoot Audio Problems

The document discusses how to troubleshoot audio issues in VoIP by classifying problems, recognizing symptoms caused by delay, jitter and packet loss, echo and its causes, and distortion and its causes. It emphasizes using tools like packet captures and listening skills to identify issues rather than guessing, and provides guidance on common problems.

Uploaded by

Hoang Tien
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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TroubleShooting Audio Issues

How to troubleshoot audio problems


Objectives

• By the end of this chapter you will be able to:


– Classify audio problems
– Recognize symptons cause by delay, jitter and packet loss
– Recognize echo and its causes
– Recognize distortion and its causes
How to troubleshoot VoIP quality issues

1. Dont Guess !!!!


– Almost all vendors will say you have a problem in your local network. In 9 out of 10
cases this is wrong.
2. Reproduce the problem and collect evidence
– Packet Capture
– Recording of the audio
The basics

• 8 out of 10 problems in VoIP quality are related to the WAN or the Internet, not the LAN
• Use a tool that God gave you, your ears to troubleshoot
– Packet Loss -> Robotic or synthetic voice and gaps (together indicate Packet Loss)
• Wireshark can tell you the true
– Jitter -> Distorted voice, but no infrequent gaps
• Wireshark can tell you the true
– Latency ->Collisions when people start to talk at the same time. Latency does not lead to gaps
or robotic voice.
• Different problem such as echo or strange noises, go to the next slide
Echo

• Rule #1
– Echo is always generated in the oposite side of who is hearing the echo
• Rule #2
– Echo is frequently caused by the PSTN, use an echo canceller
• E1 or FXO without echo cancellation is madness
• Echo cancellation by hardware please
• Rule #3
– Turn-off the speaker phone and use the handset to test.
Recognizing and Categorizing Audio Quality Issues

• The most useful document in troubleshooting voice quality issues


– An excelente document from Cisco TAC
– The first version was created more than 15 years ago, I remember to have used this
document in 2002.
• https://www.cisco.com/c/en/us/support/docs/voice/voice-quality/30141-
symptoms.html
Summary

• Don't let the LAN take the guilty role


• Pay attention to the symptom
• Record and capture the traffic
• Use your ears to troubleshoot VoIP Quality
• There are many crazy audio issues, be prepared for the unexpected

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