Troubleshooting Tips - Cisco 7931G - Unified IP Phone VoIP Administration Manual

Monitoring the Voice Quality of Calls

Troubleshooting Tips

Cisco Unified IP Phone 7931G Administration Guide for Cisco Unified Communications Manager 6.0
9-24
When you observe significant and persistent changes to metrics, use
general troubleshooting information:
Table 9-4 Changes to Voice Quality Metrics
Metric Change
MOS LQK scores
decrease significantly
MOS LQK scores
decrease significantly
Conceal Ratio and
Conceal Seconds
increase significantly
Conceal Ratio is near or
at zero, but the voice
quality is poor
Chapter 9
Condition
Network impairment from packet loss or high jitter:
Average MOS LQK decreases could indicate
•
widespread and uniform impairment.
Individual MOS LQK decreases indicate bursty
•
impairment.
Cross-check with Conceal Ratio and Conceal
Seconds for evidence of packet loss and jitter.
Check to see if the phone is using a different
•
codec than expected (RxType and TxType).
Check to see if the MOS LQK version changed
•
after a firmware upgrade.
• Network impairment from packet loss or high
jitter.
Noise or distortion in the audio channel such as
•
echo or audio levels.
Tandem calls that undergo multiple
•
encode/decode such as calls to a cellular
network or calling card network.
• Acoustic problems coming from a
speakerphone, handsfree cellular phone or
wireless headset.
Check packet transmit (TxCnt) and packet receive
(RxCnt) counters to verify that voice packets are
flowing.
Troubleshooting and Maintenance
Table 9-4
OL-12457-01
for