Genesys Casual

Telephony is one of those core services that often gets taken for granted until it stops working.

Whether it is voice, SIP, analog, digital, copper, fiber, microwave, wireless, cellular, satellite, or carrier routing, the basic goal is simple: connect people clearly and reliably. But under the covers, telephony can get complex very quickly.

Local access and long-haul services seem more reliable than they used to be, and end-user expectations around voice may have changed. But when voice is down or call quality is poor, the business impact is immediate.

I'd like to get this community's input:

What are the first five things you check when a customer reports a voice outage or call quality issue?

Also, what telephony topics would be most useful for us to cover here: SIP basics, SBCs, carrier routing, number porting, E911, failover design, packet captures, call flow analysis, troubleshooting playbooks, or lessons learned from past incidents?

#IndustryTopic

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Stephen Grooms
Technical Account Manager
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Hello, @Stephen Grooms

Great topic.

For me, the first thing is always to understand the scope of the issue. Is it affecting one user, one site, one queue, one phone type, or the whole org? That usually tells us if we should look locally, at the carrier/SBC side, or at the platform level.

My first five checks are usually:

1. Confirm the impact and collect examples: affected users, numbers, queues, timestamps, and conversation IDs.

2. Check phone/station status: WebRTC, physical phone, Edge, trunk, or SBC depending on the setup.

3. Validate network basics: firewall, proxy, DNS, latency, packet loss, and any recent changes.

4. Review SIP traces or Wireshark captures when the issue looks related to setup, disconnects, one-way audio, or failed calls.

5. Compare good and bad calls to identify patterns in carrier, route, site, trunk, codec, or endpoint behavior.

For call quality, Wireshark/SIP traces and network metrics are usually the most helpful. For routing or platform behavior, APIs and interaction details can help a lot.

For future topics, I think SIP basics, SBC troubleshooting, carrier routing, Wireshark trace analysis, QoS, and number porting would all be very useful. Many voice issues become much easier to understand when people know what is happening behind the scenes.

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Arthur Pereira Reinoldes
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Hello @Stephen Grooms!!

• maxLatencyMs
• minMos
• minRFactor
• received packages
• discardedPackets

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Edgar Dreger
Senior Genesys Analyst
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