In this example it’s between, hop 1 (inside the local network) and hop 2 (on the ISP’s network)
This is about bandwidth saturation (network congestion). Look at the big latency jumps – there’s a nice flat line, then a big jump in latency, including some packet loss. You need to start at the final destination and then look back until you find the first hop showing similar symptoms. You may see packet loss, high latency or jitter in the hops before it, but if this isn’t shown in the final destination, it isn’t the cuase of your problem. The most important thing to remember when interpreting the results, is that we have to start looking at the final destination first, i.e. The good news is, PingPlotter will help you to determine exactly that. The main question you are trying to answer is whether it’s an issue with your local network, which you can quickly resolve internally, or if it’s a problem with something external like your ISP or hosted VoIP provider. The graph is now showing you a live record of the ‘network conditions’ at exactly the time this call was made. Then right click on the graph around the time of the call and select 10 min-utes again. You can change the timeframe of the graph to 24 hrs so it’s eas-ier to navigate.
When a poor quality call is reported scroll the timeline graph in PingPlotter to the date and time that the call occurred. popping, crackling, I couldn’t hear them, they couldn’t hear me etc, as this will help identify the problem. Ask them to be as specific as possible in their description, e.g. Step 4Īsk your end users to record the date, time, telephone numbers involved and a description of any poor call quality calls they experience. Each device is called a ‘Hop’ and is displayed in a row with its IP address and name, along with its latency, jitter and packet loss. Now that a trace is running to your hosted VoIP service, PingPlotter will start to measure the perfor mance of every device along the path to your VoIP service. Leave all of the other settings as default and click the green play button to start tracing. Once installed open PingPlotter and in the ‘Enter target name or IP’ box, put the IP address or domain name of your hosted VoIP service.
#PINGPLOTTER 5 NUMBER OF TIMES TO TRACE INSTALL#
Step 2ĭownload and install a free 14 day trial of PingPlotter here: Step 3 If you are using a web or desktop client with your hosted VoIP service, it’s best to install the PingPlotter agent on one of the end user devices that’s reported an issue with call quality.
#PINGPLOTTER 5 NUMBER OF TIMES TO TRACE WINDOWS#
5 Steps to Troubleshoot Hosted VoIP issues Step 1Ĭhoose a Windows or macOS device on your network that you can leave powered on for a couple of weeks. Then you can either resolve the issue yourself, or use the captured data along with the examples in this guide, to get a third party to pay attention and resolve the issue. To overcome any hosted VoIP call quality issues, we recommend using a network test tool called PingPlotter, that will help you to quickly identify what’s causing the problem. If however it’s happening several times a day, on multiple calls in your business, it’s likely an internal or external network issue that needs to be addressed. If these call quality issues happen very rarely, or only when you speak to the same person, it’s likely to be a fault at the other end. You know you have a network problem when you hear distorted and unclear words the sound is not consistent (it is starting and stopping constantly), or there are significant delays when someone is talking that eventually lead to people talking over each other. The aim of this guide is to help you to determine exactly what’s causing your hosted VoIP call quality issues, as well as provide you with the proof so you can fix it. But how do you know for which of these is the cause? So if the network your calls are traversing hasn’t been optimised, or your internet provider isn’t prioritising VoIP sufficiently, you may be experiencing some intermittent call quality issues. Hosted VoIP has been a blessing in our lives for more than 25 years now, but if you are reading this, you may have experienced some of the challenges that go with it.Įven though hosted VoIP services are a flexible, scalable and cost-efficient solution for businesses, unlike traditional telephone systems that used physcial wiring, hosted VoIP is sensitive to network conditions.
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