User guide

AltiWare ACC 5.1 Administration Manual 347
A PPENDIX
E
Troubleshooting
Troubleshooting VoIP—Common Symptoms and
Solutions
The following are some of the most common problems you may encounter and a list of
steps to troubleshoot and resolve these problems.
Poor Voice Quality
When voice quality is poor, try the following:
1. Perform a Loop-Back Test. Call yourself by dialing out and dialing back into
yourself. If you don’t have any problems performing this test, the problem is most
likely in the network or at the remote site.
2. Check Traffic Between AltiWare IP Stations. Open the Current Resource
Statistics window (on the View menu) and the IP Cumulative Traffic Statistics
window (on the Report menu) in AltiWare Administrator to view network traffic.
3. Check the RTP and RTCP Settings. RTP/RTCP stands for Real-Time Transport
(Control) Protocol, a transport protocol for real-time applications used to transport
packetized voice packets over the IP network. Make sure UDP port numbers (49152
+ n*512) ~ (49152 + n*512+p*2), where “n” is the gateway ID and “p” is the
number of IP resource channels, are not assigned to other applications.
Note: You can find this range displayed in the Current Resource Statistics window in
the Local Ports column.
4. Check Network Configurations. Follow all network configuration guidelines
provided under “Network Configuration Guidelines for VoIP” on page 263. Make sure
the router, WAN bandwidth, and Jitter Buffer are configured properly.
Cannot Make a Connection
If a connection cannot be made, check the following:
1. Check network connectivity using “ping.”
2. Check network firewall settings. See “Network Configuration Guidelines for VoIP” on
page 263 for details.
3. Check the IP address of the destination system.
4. Check the RTP and RTCP settings. Make sure UDP port numbers 49152-49199 are
not assigned to other applications. RTP/RTCP stands for Real-Time Transport