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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
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Thus we ask the user to make a test call and check the Report Call Quality Indicator during the call. If the Indicator goes Orange or Red, then the User is experiencing a Network issue. This can be caused by many factors , for example the current related to the geographical position, some an operator issue on the radio link , some configuration or misconfigurations in the Wi-Fi LAN. All this possibility these possibilities must be listed and checked in the form described in the Incident Description. Try to change the current User position in space and/or change his/hers network type and perform the previous test again.
If still the Call has issues, then collect the Logs and escalate to your Upper the Second level.
If the Quality indicator goes green, then the User Network is probably fine, so we ask the User to perform again a Call to the desired number and then to ask to the counterpart to report the Call Quality Indicator. If it is green and the User reports a good Call Quality, then the Incident is closed with a Not an Issue or a Temporary Network Problem.
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 (settings are ok and no issue reported by the audio module) then As said, once we got here we are mostly sure we're experiencing network issues on the server side. These issues can be directly related to the Network uplinks and their configuration or just be a server services misfunctioning side effect. 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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