While networks are the backbone for VoIP communications, they are also the Achilles heel, presenting a challenging set of circumstances. The core issue is data versus voice. Data traversing today's networks are forgiving of such things as latency, delay and packet loss. Not so with voice. Voice requires clear, noiseless call quality without interruption or interference, and these same common network conditions can seriously degrade VoIP quality and performance.
Yet, more and more businesses are relying on VoIP based technologies to fuel work group collaboration and drive advanced business processes -- with the expectation of reducing costs, increasing productivity and gaining significant ROI. The promise of VoIP is very attractive -- but quickly erodes if no one can hear you. High availability and near flawless call quality to both internal and external users are requirements of businesses implementing IP telephony, however, these standards can be elusive. Poor call quality negatively impacts both employees and customers -- and is often difficult to overcome.
According to Tone Software
the strategy for success is a holistic approach that enables the interdependence of voice and the network to be viewed and managed as a whole. Otherwise, diagnosing VoIP issues can be a moving target. For instance, call servers are often at the top of the suspect list when trying to get to the root of frustrating VoIP quality and service issues, but frequently the perpetrator can be found in the complex underlying network infrastructure. Capacity and network traffic levels occurring at the time of voice degradation are frequently the culprit -- but without the tools to pinpoint these conditions, support teams waste valuable time and resources chasing after the wrong quality issue -- leaving the true cause of the problem undiagnosed and unresolved.