Troubleshooting PSTN Behaviour by Comparing Call Recordings and Packet Captures

Posted by John Marrett on Apr 11, 2019 11:30:52 AM

Your companies telecommunications are only as good as your voice quality. Without good voice quality... well there's always email.

Sometimes after you've corrected QoS misconfigurations, validated WAN and LAN behavior and validated your fixes you still have user complaints. In this blog post, we dive deep into techniques that allow you to analyze and measure the behavior of the PSTN, beyond your SIP termination points and into the public phone networks. In this specific example even call recordings showed good voice quality. However, we established that the issues were related to call latency. Normally there is no way to measure latency without the use of specialized tooling, but we developed the following technique.

There are a number of factors that contribute to poor voice quality. In this article, we discuss methods to troubleshoot and isolate voice quality issues outside of the network and on the PSTN using packet captures and call recordings. Packet captures are one of the most powerful troubleshooting tools we have.

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Topics: CUCM, Cisco CUCM, packet captures, Voice quality, PSTN

Cisco Deprecated IP Phones in CUCM 14.0

Posted by Eric Losier on Mar 26, 2019 12:52:21 PM

Planning an upgrade for your Cisco Unified Communications environment? Preparing technology budgets for next year? In addition to getting your favorite Cisco UC experts involved for upgrading your systems to the latest release, Cisco has a surprise in store for long-time customers of their UC platform. Recently, Cisco has announced a large selection of IP phone models which will be deprecated with CUCM release 14.0. The silver lining: version 14 is not planned before 2020, so there is time to prepare for this impending event!

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Topics: CUCM, Cisco CUCM, CUCM 14.0, cisco ip phones, ip phones, Deprecated IP Phones

Cisco IP Phone 7800 Series and 8800 Series Remote Code Execution Vulnerability

Posted by Benoit Desnoyers on Mar 22, 2019 3:14:47 PM

On March 20th, Cisco released a security update for their line of 7800 and 8800 Series Cisco phones. 

The vulnerability is in the web-based management interface of Session Initiation Protocol (SIP) Software. This vulnerability could allow an unauthenticated, remote attacker to cause a denial of service (DoS) condition or execute arbitrary code.

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Topics: SIP, 7800 Series Phones, 8800 Series Phones

Stack8 Named to CRN’s 2019 Managed Service Provider 500 List

Posted by Stack8 Marketing on Mar 22, 2019 8:26:45 AM

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Topics: CRN MSP 500, UCAAS, CRN 2019 Managed Service Provider 500 List, CRN

Why a Unified Customer Journey is Good for Business

Posted by Steven Karachinsky on Mar 12, 2019 7:30:00 AM

A high-quality customer experience has always been important, but today it is one of your company’s greatest differentiators.

People interact with contact centers through a growing range of channels – phone, email, chatbots, and social media, to name a few – and expect the same standard of service across all these platforms. They also have less patience than ever. According to research from Hubspot, 90% of people say it’s important that they receive an “immediate” response when reaching out to customer service.

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Topics: Customer Journey Platform, CJP

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