Mick Grant
Calyptech

Voice over IP (VoIP) is delivering savings to businesses, call centres and carriers, but what do the users think about it? This paper outlines the issues concerned with the quality of voice, both from an historical perspective and as it applies to VoIP. Common phenomena are discussed and frequent faults and their causes are detailed. The reasons for proactively managing VoIP voice quality are examined as are the means of doing so.