When you run a globally deployed service, with thousands of users and hundreds of simultaneous calls -- you end up getting support tickets. The best way to avoid escalations is to present data and actionable insights within your product's UI, this gives the enduser enough information to take action. When it escalates to IT admins, they need to narrow the problem, this often leads to creating a checklist, and following a process. The advice and the checklist is summarised as follows:
- Identify the User ID, or Conference ID, and date/time
- Are there any failures or failed connections?
- Check for connectivity issue(s) - if the user is on a wifi, a VPN, mobile, or ethernet
- Check eMOS score in the participants list
- Determine which side or individual had the most packet loss
- The same analysis in Step 5 can be applied to: Jitter, Round trip time (latency), battery/cpu, audio speech input or playback, or video resolution, frame rate.
This video introduces the typical checklist used by support engineers and developers to debug issues within a call. This checklist technique will also be used in the upcoming troubleshooting modules where we diagnose more complex scenarios, so bookmark this video!
Over time, you will discover other steps and tricks that will help to isolate issues in your specific work environment. Please share those with us on Twitter or via an email, we look forward to learning from the community!