The help desk may have received several reported problems involving the quality of recent voice calls or video sessions and troubleshooting the sources is often a challenge. One area to consider is the QoS classes assigned to applications and protocols throughout the enterprise environment.
While many organizations have implemented QoS policies as part of their Voice and Video initiatives to help ensure high quality end-user experience, problems can still appear.
Consider the following possibilities:
- Reports of poor VoIP experiences for employees at a regional office.
Source: New routers at the branch offices were not configured with the proper QoS class assignments for Voice and Video – or for the data services for that matter
- UC service quality throughout company may be experiencing intermittent problems.
Source: A new application service may have been introduced to the corporate environment and assigned the same QoS class as voice and video
- Calls coming into a call center are being dropped as they are being transferred to home-based agents.
Source: Traffic passing through a new SIP trunking service that mistakenly did not honor the QoS class assignment or mistakenly changes the QoS class assignments as it passes across their network
These are but a few examples that demostrate the importance QoS plays helping maintain a quality user experience with unified communications. So the next time a UC performance problem is reported, perhaps it has something to do with QoS class assignments.