troubleshooting Question

Choppy audio on VOIP system

Avatar of rmills8387
rmills8387 asked on
BroadbandVoice Over IPIP Telephony
4 Comments1 Solution1579 ViewsLast Modified:
We started to get choppy audio when we exceed 15 or 18 users. This just started last week and before we had no problem adding up to 30 users. Nothing new was added to our network and all bandwidth test seem to be fine. We did replace our 24 port gigabit switch thinking it was the problem. We are using inContact’s SaaS-based call center software to make our calls which is routed through an edgewater proxy router that they provided. I will note that when we are getting choppy calls using inContact any calls through skype or any other voip system works fine.  They say that the edgewater is working properly and they are not having any problems on their end. Our ISP came out and tested our 50mg fiber circuit and said there were no problems. Below are ping and tracert test to incontacts server that seems to show a problem:

Pinging inlogin.incontact.com [207.166.94.54] with 32 bytes of data:

Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=405ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=484ms TTL=54
Reply from 207.166.94.54: bytes=32 time=404ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=459ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=428ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=138ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=35ms TTL=54
Reply from 207.166.94.54: bytes=32 time=295ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=268ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=61ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=205ms TTL=54
Reply from 207.166.94.54: bytes=32 time=70ms TTL=54
Reply from 207.166.94.54: bytes=32 time=67ms TTL=54
Reply from 207.166.94.54: bytes=32 time=62ms TTL=54
Reply from 207.166.94.54: bytes=32 time=55ms TTL=54
Reply from 207.166.94.54: bytes=32 time=147ms TTL=54
Reply from 207.166.94.54: bytes=32 time=42ms TTL=54
Reply from 207.166.94.54: bytes=32 time=36ms TTL=54
Reply from 207.166.94.54: bytes=32 time=33ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=124ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=348ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=33ms TTL=54
Reply from 207.166.94.54: bytes=32 time=262ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=33ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=250ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54
Reply from 207.166.94.54: bytes=32 time=33ms TTL=54
Reply from 207.166.94.54: bytes=32 time=32ms TTL=54

Ping statistics for 207.166.94.54:
    Packets: Sent = 66, Received = 66, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 32ms, Maximum = 484ms, Average = 91ms


C:\Documents and Settings\Administrator.OFFICE>tracert inlogin.incontact.com

Tracing route to inlogin.incontact.com [207.166.94.54]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  97.67.176.81
  2     1 ms    <1 ms    <1 ms  10.44.9.249
  3     5 ms     4 ms     4 ms  97.67.236.34
  4    11 ms    11 ms    11 ms  te10-0-0d0.cir1.atlanta6-ga.us.xo.net [216.156.108.25]
  5    15 ms    11 ms    11 ms  vb2000d1.rar3.atlanta-ga.us.xo.net [207.88.13.154]
  6    35 ms    35 ms    35 ms  te-3-0-0.rar3.dallas-tx.us.xo.net [207.88.12.2]
  7    26 ms    26 ms    26 ms  ae0d0.mcr1.dallas-tx.us.xo.net [216.156.0.82]
  8    26 ms    26 ms    26 ms  p0-0.chr1.dallas-tx.us.xo.net [207.88.82.10]
  9    27 ms    26 ms    26 ms  ip65-46-140-138.z140-46-65.customer.algx.net [65.46.140.138]
 10    32 ms    32 ms    32 ms  207.166.94.54

Trace complete.

Below is a ping test to another voip server and seems fine:

C:\Users\Administrator>ping montreal.voip.ms -t
Pinging montreal.voip.ms [67.205.74.164] with 32 bytes of data:
Reply from 67.205.74.164: bytes=32 time=61ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=42ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=42ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=42ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=42ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=43ms TTL=53
Reply from 67.205.74.164: bytes=32 time=42ms TTL=53
Reply from 67.205.74.164: bytes=32 time=42ms TTL=53
Ping statistics for 67.205.74.164:
    Packets: Sent = 24, Received = 24, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 42ms, Maximum = 61ms, Average = 43ms

My question is who and where is the problem cause everybody says it's not them. Is there anything else I can test or do to help identify the problem.

Thanks
Join the community to see this answer!
Join our exclusive community to see this answer & millions of others.
Unlock 1 Answer and 4 Comments.
Join the Community
Learn from the best

Network and collaborate with thousands of CTOs, CISOs, and IT Pros rooting for you and your success.

Andrew Hancock - VMware vExpert
See if this solution works for you by signing up for a 7 day free trial.
Unlock 1 Answer and 4 Comments.
Try for 7 days

”The time we save is the biggest benefit of E-E to our team. What could take multiple guys 2 hours or more each to find is accessed in around 15 minutes on Experts Exchange.

-Mike Kapnisakis, Warner Bros