IP phone issuses

Hello Experts,  I have a new client who purchased and implemented an IP phone system.  We have about 15 phones and 8 lines.

We are have strange issues such as not being able to transfer calls, calls on hold get lost, people calling in can't hear us, we can't hear people calling in, we get a fast busy when we call out, and cannot.

Our internet speeds are 27 down, 7 up.  The provider has performed tracert and ping test and they tend to believe the system communications is ok.

Can anyone suggest what tool I could put in place to determine if it is a network issue (WAN or LAN) to help debug.  I can load wireshark to a system and have it listen on the network, etc.. but not sure if this would actually help me isolate if it is a network issue.
tucktechAsked:
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José MéndezCommented:
You can use wireshark to determine where the audio is getting dropped,that will help with the audio related issues.

The transfer problem is more of an application problem you have to debug within the phone system application logs.

Same thing with the fast busy when calling out.
tucktechAuthor Commented:
so the hosting provider (we have no phone system it is hosted) would have these application logs, correct?  Or would they be on the phones themself?  PolyCom phones.
José MéndezCommented:
The phones don't have the routing logic built into them. They don't usually come capable enough to store your entire dialplan, so most likely your provider will have the necessary access to debug the call signaling.

Wireshark will definitely help you determine more detail about the audio loss.
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tucktechAuthor Commented:
Are there any specific network traffic I should look for in wireshark?
José MéndezCommented:
You want to look for SIP or Skinny traffic, which carries the control signals, and then UDP/RTP traffic which carries the voice.

In Wireshark, the filters would be

tcp.port 2000 for skinny
tcp.port 5060 or udp.port 5060 for sip
udp for RTP voice traffice. Once you find a packet with the IP address you are interested on, right click and then decode the packet as RTP.

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tucktechAuthor Commented:
This provided phone traffic (VOIP).  Thanks
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