A link to a call sample can speed up the resolution of issues when working with our support team. Please review the information below to copy a link to a call sample you can share with support.  

SIP Flow and Link: In the portal, navigate to Call History and filter the results to find the calls with quality issues. Select the "SIP Flow" icon to view the SIP flow detail. 

The SIP Flow screen opens. Click the "Share" button to copy the link to your clipboard. If you escalate the issue, retain this link to share with the support team.

Why is this link important?

Our team will review the call to investigate your issue. The link enables them to review the call and drill down to the problem.

• Review and record recent call examples (within 3 days) through call history.
  • Type of issue experienced
  • Record the "called from number.”
  • Record the "called number.”
  • Record the "time and date.”
  • Record the "MOS score". Packet loss above 1% or jitter exceeding 30ms will noticeably impact voice quality.
    • Look for:
      • Packet Loss: Should be <1%.
      • Jitter: Should be <30ms.
  • Record the "call trace" or "PCAP" if possible.
    • RTP Stream stats:  Look for high jitter or packet loss.
    • Call Legs: Compare inbound vs. outbound audio quality.
    • INVITE/200 OK Delay: May show excessive setup time.
    • Call Disconnect Cause Codes.

Additionally, viewing Cradle to Grave can provide insight: In the portal, navigate to Call History and filter the results to find the calls with quality issues. Select the "Cradle-to-Grave" icon to view the user-friendly call flow. 

The Cradle to Grave screen opens.