Remote Workers VOIP quality


I have some users in remote places using Mitel VOIP phones connecting through a MBG back here in the office. They complain about quality of the calls with sound fading or just getting disconnected all together. Since I'm a newbie when coming to VOIP, I was wondering if any experts out there have some input. I know this can be related to many things including their home Internet service. That would be my first choice but they swear their Internet connection is fine. We don't have these issues here in the office.

Any help or insight on what could cause these issues, would be greatly appreciated.
Alan DalaITAsked:
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Mustafa L. McLinnSystems Engineer/Systems AdministratorCommented:
Yes, the most important thing is QOS. Quality of Service. Which is to give priority to the packets that do the phone communication. Usually this is called the SIP protocol. What you will wind up doing is one of the following

1. Getting a faster internet connection
2. Buying a better faster router
3. Having someone professionally (or yourself) set up QOS and VLAN.

I would even do it in that order.
Mitel have tool that the remote users can Run when experiencing issues i believe that it is called TNA (Teleworker Network Analyzer). this should point you in the right direction on what is causing the issues (remote connectivity/jitter/packet loss)
Tim EdwardsIT Team Lead - Unified Communications & CollaborationCommented:
All the above is correct as well you can enable the Call Quality Reports to review right off of the controller to diagnose

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