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Prospect contacted us requesting we review their network and address their voice quality issues. The prospect had an IP PBX and SIP provider, however neither were able to address the problems.
We had a sit down, meeting the prospect to review the issues, resulting in a lengthy discussions with their IT department and others. In the conversation, it was discovered that they do not have call quality issues in terms of poor audio. The issue was directly related to call completion. At times when placing or receiving calls, there were busy signals or dead air. After this meeting, we took a careful view of their network topology, reviewed the configuration and monitored the voice traffic. The prospect's SIP provider was delivering voice services via the internet. While this is common practice, it does create a large attack surface regarding voice network security. In review of logs, debugs and captures, it was determined that the prospect's (now customer) were using a firewall as the edge device to interface the SIP trunk provider as well as internet services. In short, this was the root cause of the voice issues and needed to be addressed. Too many bad actors attempting to exploit the voice services on the internet.
Primary Issues to Resolve
Poor voice quality
SOLUTION - Installed a SBC (Session Border Controller), this device was like a firewall for voice. In short, it separated the outside from the inside and made sure that the two shall never meet. These devices were purpose-built, specifically for voice network security needs, They are better than a firewall our router for this type of voice security solution.
No understanding of current topology
SOLUTION - Monitored and captured voice traffic. Installed a packet broker so the customer can view and trouble shoot voice traffic when needed.
Current vendors are not able or unwilling to fix the issue
SOLUTION - Installed data monitoring tools so customer can see netflow, packet loss and down devices on their network.
Customer now has a working voice solution and no more busy signals. They also have a firm understanding of the topology, as well as tools, to be able to view and troubleshoot voice and data services. Once the customer is out of contract with their current PBX vendor and SIP provider, we have a plan in place to move them to our SIP voice services which has the ability to run on dedicated fiber optic and never be exposed to the internet.
Just one example of how VCT can work for you.