An enterprise network is experiencing poor VoIP call quality, and complaints are coming from multiple departments. No recent changes have been reported. Which approach would be most effective for initially investigating this network-wide issue?
Use a top-to-bottom OSI model approach to check each layer.
Immediately replace VoIP hardware like phones and PBX systems.
Use a Wi-Fi analyzer solely on the wireless networks.
Conduct an extensive audit of recent network changes despite reports.
Given the symptoms are network-wide and affect a specific service (VoIP), starting the troubleshooting process using a top-to-bottom OSI model approach is appropriate. This method ensures that no layer-specific issues are overlooked, starting from the application layer (which directly affects VoIP quality), down through transport and network layers where issues like packet loss or delay can occur, and finally to the physical layer. Other approaches, such as focusing on a specific tool or protocol or checking only hardware installations, could miss configuration or software issues that might be impacting the network layers crucial for VoIP functionality.
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What is the OSI model and why is it used in troubleshooting?
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What specific VoIP issues should I look for at the different layers of the OSI model?
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What tools can assist in troubleshooting VoIP quality issues?