Lose customer audio randomly

[KeithHBW]

I have gotten complaints for awhile now (after getting a new IP block) about losing audio with the customer mid phone call. The problem happens so rarely that it is hard to track down, but I have verified that it has happened, it always says we hung up on them and we lose audio of the customer mid talking.

Anyone have suggestions of where I could start looking? I am not sure getting a new IP block caused the problem, maybe the agents are just running out of things to complain about. We have been running on the new IP block for two weeks now and the problem is pretty rare, a couple times an hour or day.

[DomeDan]

This happens when RTP packages gets lost somewhere between the carrier and your server, or your server and the agent phone.
Did you install any new hardware like a new router/switch?
google the make and model of the router/switch/something and find if anyone had similar problems with it, maybe update the firmware can help,
call your provider and ask them if they know anything about the problem.

install mtr on the server and run one session against the provider and one against a agent phone,
mtr is a tool that combines traceroute with ping and you will see if there is dropped packages along the way and where it drops. (toggle view with d)

[KeithHBW]

Thanks for the response, I will do this today. But, no we didn't change anything that I know of. Just a new IP block

[KeithHBW]

It seems like we are dropping packets between us and two of our carriers (not many, but any is bad Im guessing). Our third carrier is fine, dropped 0. So is this something that can be fixed by talking to the SIP provider?

[DomeDan]

A few packages spread out during the day is probably not even noticed, but if those few packages drops is in a few seconds span then there will be silence in the call.

how many is few btw? like 3/10000 or 300/10000? and at what rate do you ping using mtr, the standard 2 seconds?

Yeah contact the carrier and/or your internet provider and tell them about your problem and at what hosts on the way you get dropped packages.