Many of us have struggled with VoIP Network Monitoring, keeping tabs on our network without having to manually review the health is always a hassle and concern. For every network my team erected we needed to erect a proper monitor. For smaller networks and even VoIP phone systems the traditional Network Monitors were far to expensive to implement and required port mirroring which meant servers had to be deployed in the VoIP network that required monitoring.
So, we created SIPQOS… SIPQOS is a service that allows VoIP network administrators to attach virtual SIP endpoints to their network which send calls to-and-fro and monitors those calls for interruption. It’s a simplistic approach to a complex problem, if the network drops a registration or if a call fails it’s likely (from personal experience at least) that the issue applies to the entire network and other endpoints are experiencing the same problem. SIPQOS won’t take the place of more expensive in-network solutions but it does a great job of providing redundant VoIP network monitoring and SIP-based VoIP phone system monitoring as well.
An excerpt from the announcement we made on the 10th…
VANCOUVER, February. 10 – SIPQOS (pronounced SIP-KWOSS), a new entrant in the VoIP network monitoring market has launched a beta of its remote VoIP network monitoring service today. SIPQOS released the first product to bring the power of remote VoIP network monitoring by combining embedded SIP (Session Initiation Protocol) User Agents, web services and some secret sauce. SIPQOS monitors VoIP networks remotely and alerts network administrators when a problem has been detected.
SIPQOS is doing a great job for us and provides redundant VoIP network monitoring on a production network we run today. It also fills a void where others solutions fell flat, SMS alerts are critical and SIPQOS delivers in spades on that front. Those interested should give it a whirl, it’s free to sign up and the plans after the 30 day trial are cheap by anyone’s standards.
VoIP and SIP Trunking over best efforts Internet can cause SMBs to jump off the VoIP bandwagon rather quickly. Most small phone systems today do not have any built-in QOS (Quality of Service) monitoring, and those that do are likely not doing anything more than the typical MOS (Mean Opinion Score) based on historical packets.
MOS results are great when we are trying to see what the results were after the problem was detected and can certainly help with understanding some trends, but it does not do much to help SMBs understand why the QOS they are receiving from their current provider is sub par.
The truth of the matter is, the quality of service the ITSP (Internet Telephony Service Provider) is delivering can be high but there are factors that degrade that quality between the SMB’s LAN and the ITSP’s switch(s).
What can be done about it? Depending on your budget and technical acumen, something can be done or nothing can be done.
Most ITSPs who provide SIP Trunks or Hosted VoIP for business will not provide much more than a service status. Either the service status is “Active” or “Inactive”. This is not because they are intentionally holding back, they simply do not have the tools to be able to deliver more information to their users without breaking the bank. VoIP network tools are expensive and are generally not all that easily extensible.
There are some QOS monitoring tools that are fairly cheap and easily accessible. Some are even free!
VoIP Spear (free and paid) is a great little service created by Henry Fernandes at Toepoke Software. VoIP Spear uses ICMP packets (ping packets) to monitor remote connections. We have been using the service for a couple of months now and have made good use of the historical MOS data that the service provides. The only downfall is that uses ICMP. Most routers these days have ICMP echo turned off by default, mostly due to security concerns and potential inaccuracies. That being said it’s a great tool for acquiring remote MOS data and Henry tells me they are working on an API.
But what about ongoing call testing? Some say the only real way to determine QOS is to run periodic call tests that can report on call quality, connectivity issues, bandwidth, latency, delay, jitter etc. Again, tools exist but are expensive and are generally made to run at the top level of the network for network engineers, not SMB owners. Some router/switch vendors like Adtran do have some devices that will deliver on some MOS scoring and alerting but they again are not cheap, generally they start at $1200 (US) for the basics, which puts it out of range for many Canadian SMBs.
This begs the question, “SMBs should not have to concern themselves with QOS, their service should just work, right?”
Yes, it should just work, much like the legacy telephone networks have for the last hundred years. Why should the business owner be forced to accept dropped calls, broken conversations, 1-way audio, and the like, just because it’s VoIP.
The truth is, they won’t switch if they think the lines might drop or the quality might be sub par. Which might explain why so few SMBs have made the jump to VoIP-based systems and service in North America.
What can be done to increase adoption of VoIP for SMBs in Canada? The first remedy is fairly straightforward, ISPs need to increase broadband to small businesses and provide some application prioritization without dramatically increasing price. Considering ISPs want to deliver their own digital voice/VoIP offers, this might be a ways off.
What about better tools, integrated into the PBXs?
One could integrate some of the QOS monitoring/testing bits directly into the phone systems that are sold and by using open standards, provide a secure interface so the Internet Telephony Service Providers would be able to show QOS to their users via their user portals and the like. This would obviously require the pbx vendor to integrate the client piece and the ITSP would presumably host the web components.
This will allow VoIP service providers to show QOS data and provide controls around that for their own customers. Call testing details could be provided in real-time without spending tens of thousands to extend their current toolset to their users in a manner they will understand. This proactive self-support approach would also reduce inbound support for the service provider and would presumably help sell more PBXs for the vendor.
My rant for the week.
Om asks the question, Is VoIP an Excuse for Bad Voice Quality?, the answer is no, it is not.
The truth is that VoIP is capable of delivering better quality than most are used to but the technology is not given the chance. Best efforts VoIP from companies like Vonage and alike is cheaper to deploy and less hassle to maintain.
Some companies are getting right. VoIP delivered with stand alone connectivity that is dual redundant and fault tolerant can sometimes rival the experience we are used to from POTS, as Andy points out.
It is likely that companies that leverage VoIP at the core and deliver voice via traditional (and potentially IP) means to the end user will likely do better in the shoft term than pure best efforts VoIP plays. These hybrid service providers will also be positioned well for future growth as the core of the network is already primed for delivering VoIP at the edge of the network.