![]() The best order to answer those questions in depends on your situation and what other information you have related to the problem. (Wikipedia to the rescue again: Five Ws.) For me, troubleshooting loosely mirrors that methodology with the important questions being what is going on behind the scenes, when does it happen (e.g., only on incoming calls, only at 4pm on Friday, or only during March Madness), where is the problem introduced, and finally why is it happening. I vaguely remember from grade-school the five questions we need to ask when investigating something: who, what, when, where and why. With voice quality issues, where you get the capture from is critical. Let's say there's a PBX at point A, switches at points B and C and the problematic phone is point D. Ideally, you want to start with a packet capture at both points A and D simultaneously so you can compare the two. If the person at D hears the issue, the capture from point D is the most important. If the other end of the conversation hears the issue, the capture from point A is most important. For the sake of clarity, I'll refer to this "most important' capture as the "primary" capture and the other capture as the "secondary" capture. I also use "source" and "destination" from the perspective of the endpoint hearing the trouble. So the primary capture is taken at the destination endpoint and the other end is the source. ![]() You may configure your equipment correctly, but is it behaving correctly? Have you actually configured it correctly? With a packet capture and an analyzer like Wireshark, you can see what's on the wire and verify that things are behaving as they should. Packet captures are one of the most powerful tools we have in our troubleshooting toolbox. I don't claim to be an expert on troubleshooting VoIP issues, and have much yet to learn, but here's the general procedure I follow. ![]() I was recently asked to write up a tutorial of sorts outlining the procedure I used to track down some voice quality issues we had in one of our business customer's networks, and specifically how to use Wireshark to troubleshoot VoIP issues. ![]()
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