Use Case: Hosted U.C. Provider

SupportLine Use Case:

Hosted U.C. Provider

Scenario:
VoIP-X is a hosted VoIP & Video provider. They take a call from an end user complaining about poor quality when they are on conference calls.

Goal:
The VoIP-X support team needs to prove it is not their fault. They need to present credible, objective information that shows where the end user’s problem is occurring.

Problem:
VoIP-X already has monitoring of their backend solutions however this isn’t relevant to helping a specific end user environment. At best this would just be telling the end user that “all of our systems look fine”. Furthermore finding a call record in their backend system would only confirm the problem. It would do nothing to help isolate and fix the problem in real-time.

  1. VoIP-X must prove it is not their fault so the customer doesn’t leave
  2. VoIP-X doesn’t own nor manage the Endpoint device.
  3. VoIP-X provider doesn’t operate the end user side LAN, WAN nor Internet connectivity.

Solution:
Use SupportLine to diagnose the problem on-the-fly. The support tech asks the end user to open up www.voipx.com/SL. The end user enters a 6 character code that the tech reads to them. The end user clicks an “Allow Diagnostics” button. The support tech then:

  1. Performs real-time, hop by hop route analysis between the endpoint and the VoIP-X servers. Delay, Loss, MOS, Carrier, Geolocation values are displayed along the “route”
  2. Issues simulated voice and video calls between the Endpoint and VoIP-X.
  3. Looks at the LAN side configuration of the Endpoint device.
  4. The entire process took 5 minutes once the end user was on the phone.

The support tech finds:

  1. The route analysis points out that packet loss reaches 1.2% between the Endpoint edge IP and their last mile carrier. All other hops have trivial packet loss.
  2. Packet delay is not currently a problem.
  3. The end user is currently on a WIFI network.
  4. Through the VoIP simulation tool the packet loss is confirmed as an up stream problem. Down stream packet loss is fine.

Result:
The overall quality problem is due to up stream packet loss between the end point’s edge and the T1 interface to their carrier. The support tech sends these results to the end user’s IT team. The IT technician sends it to the carrier proving the performance issue. The carrier works with the IT technician to tune / shape the traffic for better performance.

  1. The VoIP-X tech is able to convert the conversation from finger pointing to helpful resolution while preventing the customer from over reacting and leaving the service
  2. The VoIP-X support team implements this process at Level 1 for any performance complaints. 90% of the time they are able to prove it is not their fault and publish the information needed for the end customer all in under 10 minutes.
  3. The VoIP-X team is able to better scale to serve their customers with significantly less customers leaving because of undiagnosable quality problems.