QoS: AT&T Fiber

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Has anyone implemented RingCentral on AT&T Fiber 20 X 20?  My customer is having many call quality issues.
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Stephen Shaffer

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  • Frustrated.

Posted 4 years ago

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J.B. Ferguson, Champion

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Stephen,

I don't have the AT&T Fiber 20 X 20 so I can't answer to that. Much of good QoS is dependent on the router being used and the settings therein. I obviously don't know which router your customer is using but here is a starting point for you to review with regard to RingCentral QoS issues. There is a listing of routers and other settings for Qos there.

http://www.ringcentral.com/support/qos-information.html
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Danno, Champion

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Is it IP Flex?  If so, there are known issues.
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Stephen Shaffer

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OK, So what are the issues?
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Mike, Official Rep

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Stephen,  As Jan mentioned, you'll first want to check your router settings.  Here's  thread related to QOS issues.  If your router is set up correctly and you are still having quality issues, then run the PingPlotter test, also shown on this page.   

How do I troubleshoot Call Quality issues - QoS? Network requirements?
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Stephen Shaffer

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More importantly, how does one resolve the issues.
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Mike, Official Rep

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If your router is set up correctly and you are having quality issues, the ping plotter report will likely tell you what/where the problem is.  It's like doing a detailed Tracert report.  If you are dropping packets, or have excessive jitter or latency, then notify the ISP.  

Sometimes you have to actually show them the PingPlotter report. 
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Danno, Champion

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It has to do with how they handle the SIP packets.  There is plenty of Google posts on the problems. 
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Mike, Official Rep

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Thanks Danno,  I'm going to dig deeper on this to see what sort of resolution there might be if any. 
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Danno, Champion

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Ricky Bell first told me about it - and I had an engineer at Shoretel share the same frustration.  I think the AT&T provided router is also another Achilles heel.  AT&T's IP Flex product is riddled with issues, especially with SIP traffic. 
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John Tran, QoS Network Analyst

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Hi All.  Currently  we have plenty of customers who are using RingCentral VoIP services off of ATT Fiber... without QoS challenges.  And some who have experienced challenges (however have been resolved).  

Overall ATT's routing of SIP traffic should be no different than industry standard specifications... at least as of the past 2-3 years.  SIP is pretty much a widely accepted (standard) protocol by all who operate in the VoIP world and is routed as real-time/time-sensitive traffic, at least at the access points and/or endpoints.

With that said, the root cause of all QoS challenges is almost always either (and/or a combo of) latency (delay), jitter (variances in the delay), and/or packet loss.  This could be due to malfunctions/settings-related in equipment (phone/cables/switches/routers/modem), lack of resources (adequate bandwidth), or network performance-related (LAN/ ISP carrier).

To get to the root cause, we need to understand exactly what the QoS challenges (and other related details around it)...so that it can be more effectively addressed.  Again, if you are experiencing QoS challenges, you are also experiencing one or more of the following underlying issue(s) ...latency, jitter, and packet loss.  

ATT's Fiber service/connection is acting as a transport to haul the SIP traffic (and also your non-VoIP traffic). If it is not performing as you've provisioned the connection for... i.e. steady/consistent available bandwidth and delay, please do reach out to your ATT representative to get the issue addressed.

Lastly, as best practice, before you get on the phone with ATT, please ensure that you do have adequate resources and/or resources setup on from your LAN on out to the router.  That is, enough guaranteed bandwidth to accommodate simultaneous phone calls (100Kbps for each call/both directions; so if have 5 phones being used at the same time, you should have 500Kbps or .5Mbps reserved and prioritized for the phones, both directions).  This can be done from within your router... QoS-related feature/functions (if available). Overall this may or may not address your challenges, however, it guarantees the root cause of the challenges is not stemming from your LAN, and is most likely is the ISP equipment/ISP performance, on out.  

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