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Nick S
@dotnet.com
| Nuvio business service unacceptable
We're a small software company with 8 phones in various geographic locations. It's great because we can take a phone anywhere and plug it in, and it just works. However, we've had all kinds of trouble getting incoming calls to work properly. We have a call queue for our support department which is supposed to put people in there and dish them out in the order they are received. Some of the problems we've had with the queue include:
- No audio received- Caller can hear us, but we can't hear them.
- Callers in queue for up to 20 minutes without ANY of our phones ringing.
- Calls from queue hang up 15 seconds after we answer them, while we are talking to a customer.
- Callers get very poor audio quality even though we can hear them fine.
We've tried 4 different routers, including ones on their recommended list. We've set up a separate VLAN just for our phones and run them on a separate router than our computers. We're on a full T1 and average 1100 kb down and 1400 up pretty much all of the time. It's not our network. Their servers are in Dallas, and we're north of Milwaukee, so that may have something to do with it. For all I know, phones further south could work perfectly.
We can't see who's in the queue or how many callers there are either. It would be nice to have that information.
We also have no way to get a "night mode" automatically- whoever is turning on night mode has to log into their web site with full admin privileges to change the call treatment. Obviously we can't have people sitting in a call queue when our office is closed...
We're looking to switch to another provider. Nuvio has some nice features, but I guess their business-class service really isn't right for us. | |
LeeOpines
Premium
join:2007-07-18
Crestview, FL
 ·Nuvio
| Nick here are some suggestions that might help you determine your VOIP issues.
If your company has the money, try Network Instruments Observer (expert) product and configure it as you would a network probe. With this tool you will be able to reassemble the VOIP conversation back to the application layer to determent the connection issues. VOIP traffic is not encrypted so you will be able to study the application conversation. After Observer we utilize tools such as OPNET ACE to reassemble the conversation and determine the VOIP issue. Or we conduct a WAN analysis.
I would also recommend staying with G711 Codex (if your network will support an upstream of 90k per conversation). In my opinion, G711 gives a much better sound quality – so I prefer not to utilize compression with VOIP conversations.
I would be very careful to have a detailed understanding of your network – I utilize Observer to do this. For example, is your networking given your ICMP errors (unreachable ports…). Do you have lots of retransmissions, is your VOIP’s RFactor and MOS acceptable. A good network tool can tell you why you are having unacceptable VOIP quality.
Moving your VOIP adapters around can be very problematic as you will not have a through understanding of each network.
Location can make a difference and a good network tool that can reassemble the VOIP back to the application thread will give you a clear understanding of what the problem is. With a new provider you could have the same issues, unless you know for sure what is going on with you VOIP.
Sorry to hear of your problems, hopefully you can get them all work out. | |
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