I'm a new network admin at a mid-sized company and I've been struggling with some frustrating Internet issues. We keep experiencing random call drop-offs in our Mitel IP telephony system. It's not constant, but enough to annoy users and complicate support. We use IPSec VPN tunnels with Fortinet equipment, and after checking the CPU, memory, logs, etc., nothing seems out of the ordinary. I've also been using packet captures and basic monitoring tools, but the intermittent nature of the problem makes it hard to catch when it happens. On top of that, the ISP only responds with 'everything looks fine' whenever I reach out for help. I'm looking for effective ways to troubleshoot these issues and would appreciate any resources or advice you might have!
5 Answers
I feel you on the ISP frustration! Here are some strategies: Monitor continuously at key points like your firewall or VPN endpoint to catch issues as they happen. Pay attention to jitter and small bursts of packet loss, which are crucial for VoIP. Path-based monitoring is also helpful in identifying whether the problem lies with your equipment or the ISP's infrastructure.
Check out 'TCP/IP Illustrated' and focus on the first part of the book. It's essential to understand how packets behave on the network, especially since VoIP uses UDP, which complicates troubleshooting due to its nature.
Are you running VoIP through your VPN? If so, there might be too much jitter affecting your calls. Also, consider using WireGuard if you need to route it through a VPN, as it generally offers better performance than IPSec. It's crucial for you to monitor flow properly to pinpoint where the issues are happening, and I'm sure Fortinet has tools that can assist you with that.
Have you started with the basics of troubleshooting? Learning techniques like split-half troubleshooting can make a big difference in your overall effectiveness. It’s a foundational skill that many overlook but it really helps!
To enhance your troubleshooting, get familiar with the netstat command and dive into your networking equipment for any drops or mismatches. Consider installing a trial of PRTG to monitor your interfaces if your setup supports SNMP. Also, keep a log of dropped calls to spot any patterns. That might lead you to the root cause.
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