AltiGen comm ACM 5.1 Troubleshooting VoIP-Common Symptoms and Solutions, Poor Voice Quality

A P P E N D I X

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Troubleshooting

Troubleshooting VoIP—Common Symptoms and Solutions

The following are some of the most common problems you may encounter and a list of steps to troubleshoot and resolve these problems.

Poor Voice Quality

When voice quality is poor, try the following:

1.Perform a Loop-Back Test. Call yourself by dialing out and dialing back into yourself. If you don’t have any problems performing this test, the problem is most likely in the network or at the remote site.

2.Check Traffic Between AltiWare IP Stations. Open the Current Resource Statistics window (on the View menu) and the IP Cumulative Traffic Statistics window (on the Report menu) in AltiWare Administrator to view network traffic.

3.Check the RTP and RTCP Settings. RTP/RTCP stands for Real-Time Transport (Control) Protocol, a transport protocol for real-time applications used to transport packetized voice packets over the IP network. Make sure UDP port numbers (49152 + n*512) ~ (49152 + n*512+p*2), where “n” is the gateway ID and “p” is the number of IP resource channels, are not assigned to other applications.

Note: You can find this range displayed in the Current Resource Statistics window in the Local Ports column.

4.Check Network Configurations. Follow all network configuration guidelines provided under “Network Configuration Guidelines for VoIP” on page 315. Make sure the router, WAN bandwidth, and Jitter Buffer are configured properly.

Cannot Make a Connection

If a connection cannot be made, check the following:

1.Check network connectivity using “ping.”

2.Check network firewall settings. See “Network Configuration Guidelines for VoIP” on page 315 for details.

3.Check the IP address of the destination system.

4.Check the RTP and RTCP settings. Make sure UDP port numbers 49152-49199 are not assigned to other applications. RTP/RTCP stands for Real-Time Transport

AltiWare ACM 5.1 Administration Manual 431