Should you experience audio quality issues that happen over multiple days and multiple users 8x8 recommends the following process to help 8x8 guide you to a resolution.
- Open a support ticket reporting the issue, it is required to provide an extension number having the issue, the date and time of the issue along with the caller ID's involved with the call. This will allow 8x8 to track the issue on our side as well as provide you a Network Utility Key. Even if you already have a Network Utility key you need to report the issue with the call details.
- Download and install the Network Utility on a machine that is on the same VLAN as the device(s) having the issue. Running the network utility on a different VLAN/Network may (and often does) yield invalid results.
- Download: https://support.8x8.com/us/Support_and_Services/Support/Download_the_8x8_Network_Utility
- Manual: https://docs.8x8.com/8x8WebHelp/8x8-network-utility/Default.htm
- Once the Network Utility is installed and registered using the Key Provided by support on the PROPER VLAN/Network please run the Monitor Test, this will run the applications media test for 24 hours and return the results to 8x8. It is important to make sure the test runs during the same time period as you reported the issue as well the entire business day. This is to provide a full day of data to be analyzed by 8x8.
- To run the monitor test, simply select "monitor" from the test profile selection box
When reviewing the results each key data point is graphed out showing the actual results, the max recommended value along with the local date and time stamp of each data point.
If the Network Utility graphs indicate there is an issue aka packet loss, latency, jitter 8x8 will provide guidance on how to identify WHERE the issue is happening, either inside your network or on the internet using a 2nd application called Ping Plotter which will identify WHERE losses are being introduced. Details on that process are found here:
How to Use Pingplotter for Network TroubleshootingExamples of Network Utility Monitor Test Results:
An Anomaly:
The following can be ignored due to it only happening one time in a 24 hour period
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Paul Chase
8x8 Network Engineer (Pre-Sales and Deployment)
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