Issue

CommPeak PBX users can experience call quality issues for various reasons, and there are several ways to troubleshoot them.

Possible Causes and Solutions

Please check the following steps, which will help you investigate the cause of your call quality issue.

If you are using CommPeak PBX, each of your PBXs is located in a different region (e.g., Europe/US-East/US West/ Singapore, etc.…), and each PBX is different in size, meaning it can handle different concurrent calls (e.g., a small-size PBX can handle up to 8 concurrent calls, a medium-size PBX can handle up to 40 concurrent calls, etc.).

Common Cases

1. The issue with the termination carrier
2. The issue with the client PBX (such as high CPU, high load average, maximum concurrent calls, etc.)
3. Network issues are caused by the client’s end-user network equipment and lack of relevant configurations for VoIP calls (e.g., quality of service, traffic shaping, disabled SIP ALG, etc.).

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NOTE

Make sure you are using a stable Internet connection.

You can also check the CommPeak Speed Test page that provides more details about how you can assess your connection's speed and quality.

Troubleshooting Steps

1. Listen to the call recording in PBX Stats - CDRs to identify which side of the call is experiencing the issue.
2. If the issue is on the agent's side, check the agent's network:
   1. If the agent works from home or uses a VPN, please check the agent's network, as connectivity issues can affect the call quality.
   2. Also, check the agent's hardware (headset and microphone) in other applications to ensure that their modem, router, and Ethernet cables are up-to-date and capable of handling VoIP traffic. Ensure the agent can hear the sound clearly with no disturbances and the other side can hear the agent well.
3. If the issue is on the client's side, escalate the issue to the support team.

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TIP

Collect 2-3 samples of the issue and submit to the support team.