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.
Thus we ask the user to chek make a test call and check the Report Call Quality Indicator during the Call to the Echo Servicecall. 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 againgagain.
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 Reports then to ask to the counterpart to report the Call Quality Indicator. If it goes 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
As said, once we got here we are mostly sure we're experiencing network issues on the server side. These issues 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 uplinks links and their configuration or it might just be a server services misfunctioning's side effectsome effect of service misfunctions. To settle the question about where it occurs, we need to first perform a Server services' check. If the Services pass the tests, than we can focus on the PSAM 3.4 Check Network Status, to understand if some communication issue are causing the Incident. If any of the previous checks didn't lead to a solution or to identify a cause of the Incident, than our last resource is to Analyze the Client's log and control if some warning messages arise or if the SIP communication is correct. ; if the network passes the tests, perform a Server services check.
Once none of the above help us, we must escalate to the third level.