Call2Teams - Customers
This article describes common audio issues and advises on how to resolve them.
Many of the options will rely on the latest Teams Connector. Ensure the user performing the diagnostics has the latest version installed.
Issue: Router Settings
Some routers have a SIP ALG (SIP Application Layer Gateway) setting that can adversely affect SIP VoIP calls.
SIP ALG is an application on many commercially available routers. It inspects and modifies VoIP traffic and packets in order to attempt to resolve firewall and NAT issues.
The SIP ALG application may re-write SIP messaging in order to allow the call to flow between the device and the SIP endpoint.
In modifying the SIP messages in the VoIP traffic, the SIP ALG application may render them unreadable.
As a consequence, unexpected behaviour may occur, such as a SIP phone being unable to register, or call failure.
- SIP ALG may break SIP signalling between the device and the SIP proxy.
- If the SIP REGISTER or OPTIONS or NOTIFY messaging is modified by SIP ALG it may make the user unreachable, preventing inbound calls.
- SIP ALG may also modify the SIP Call-ID header.
Users experiencing any of the issues described in this section should try disabling SIP ALG on their router.
Methods will vary by make and model, the following is a list of common routers and suggested steps to disable SIP ALG:
- Asus Routers
If users continue to experience call issues after disabling SIP ALG on their routers, they should check their firewall and NAT (Network Address Translation) configuration.
Issue: Incorrect Codec Selection
Incorrect or mismatched codecs can introduce audio issues in the call path.
Where different legs of the call use different codecs, transcoding may be used to translate the media (audio), potentially resulting in a degradation of audio quality.
Restrict the codecs that the service uses in order to ensure compatibility with the customer's PBX/Trunk.
Users need to check which codecs are supported by their PBX/Trunk. These will vary by implementation.
The service uses carrier-grade Session Border Controllers which support a wide range of codecs.
Navigate to the PBX/Trunk Service page on the portal to configure the coded selection:
Using the Microsoft Call Quality Dashboard
In the Microsoft Teams Admin Center users can log into the Microsoft Call Quality Dashboard.
This supplies call quality information about the calls that go through Teams.
For more information on how to setup and use the Microsoft Call Quality Dashboard see the following:
Preparing The Customer's Network for Teams
Please see this Microsoft article: Microsoft Teams - Preparing Your Network
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