In doing business networks, I've encountered quite a few VOIP installations.
Many of them are provided by the ISP provider and run on the same office subnet as the computers. Even these have troubles from time to time but are really quite simple.
Others have the VOIP set up with a separate internet connection solely for VOIP, provided by a separate VOIP provider, and are isolated from the office network with a VLAN.
In the latter case, responsibilities get blurred.
So, I'm wondering if there is a VOIP industry best practice?
Here's an example:
One desk's phone often has a screeching noise "like grinding metal" in the audio that is audible on both ends.
The phone has been replaced a couple of times to no avail.
Other phone on the same switch end has no trouble.
I've started a Wireshark capture of the traffic.
Calls are sometimes such that audio is only working in one direction. So, only one participant can hear anything.
We know and understand the network.
The VOIP provider understands VOIP and their system.
What is common and best practice for dealing with things like this?
How much support and service should we expect from the VOIP provider?
Who leads in the investigation?
I'm not interested in finger-pointing, just trying to calibrate expectations.
I can well imagine that this is contract-dependent but this must be a common situation with a wealth of experiences.