Call quality issues: first-hop diagnostics
Overview
Users report “Teams sounds bad” before networking admits congestion. Structured first-hop triage separates client LAN/Wi‑Fi issues from SIP trunk or PSTN problems.
Data to collect
Time, site, wired vs Wi‑Fi, VPN on/off, headset model, caller/callee direction, whether PSTN or Teams-to-Teams.
Fast tests
- Teams Call Health panel during repro; note round-trip, packet loss, jitter.
- Path to SBC or SIP proxy: ping is misleading—use pstn health dashboards where available.
- Wi‑Fi: RSSI, channel utilization, WMM enabled; rogue AP scan if site-wide.
Escalation
If clean on LAN but bad on Wi‑Fi, network owns. If bad site-to-site only, check MPLS/SD-WAN QoS classes for UDP 3478–3481 and RTP ranges.
Ticket hygiene
Attach screenshots of Call Analytics for that Correlation ID; saves repeat captures when vendor loops.
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