Introduction
If the analysis leads to a Call quality issue, as a bad voice quality or a sudden, unwanted call interruption, then we are mostly facing a Network problem.
Call quality issue
First Level
First thing to make sure is that the User's network is working at the expected quality.
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If the User experiences again a bad call quality and/or the Call Quality Indicator goes Orange/Red, then the problem is probably on the counterpart's network and this procedure should be repeated for him/her. One possithe Server's Network side. Thus we need to collect the Logs and escalate to our Upper level.
Second Level
The Second level first step is to Analyze the Client log. If the results don't show any clear cause on the client side (ie: settings are ok and no issues have been reported by the audio module) then the lead is on server side issues. These can be directly related to the Network links and their configuration or it might just be some effect of service misfunctions. To settle the question about where it occurs, we need to Check Network Status, to understand if some communication issue are causing the Incident; if the network passes the tests, perform a Server services check.
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