Symptoms
- person on the other end is cutting in and out
- I can only hear every other word or every few words
-
I can hear the person, but it is breaking up
Procedure
- Attempt to replicate the issue while on the call with the customer. Use this call as an example if the call is going to be escalated.
- Gather VOIPMON Call ID if possible.
- To gather, go to Call History
- Select a Call, then SIP Flow
-
Find Invite and get the Call ID.
-
To get the details for the JPL (Jitter Packet Loss), follow the steps below:
- Go to VIP Portal
-
In the Call History, hover over QoS
- Reboot the modem, router, and any other network equipment on-site
- While rebooting the equipment, have the customer gather the brand, model, and type of hardware
TIP: Document this in case of escalation
- If the device is unsupported or is not a business-class router that is Crexendo-approved, then you can explain to the customer that they will need to get a business-class router to correct the quality issues.
- Confirm when the last router check was completed. Note this in the ticket.
- Confirm that the customer is getting their bandwidth speeds from the ISP
- If the Customer is still experiencing choppy audio after the steps above, begin gathering and confirming the information to escalate your ticket
IMPORTANT: Do not escalate a ticket for choppy audio without the following:
- 3 Call Examples (Within 24 hours of the trouble reported)
- If possible, include the VOIPMON Call ID. Refer to Step 2 above.
- Router/Modem/Gateway Model
- Up/Down Speed of the Connection
- List any recent Network Changes
- Date of the Last Router Check
Escalation Information
Escalation Information: SD2
If you have any questions, concerns, or issues, contact the Service Desk II (SD2) team.
IMPORTANT: Before escalating to SD2, refer to this article.
Change Log
| Date | Description |
|---|---|
| Jun 12, 2026 |
Added Step 2: Gathering VOIPMON Updated Step 3: Gathering JPL details |
| May 29, 2026 | Article migrated and revamped |