Training Voice and Video - Call Control & Troubleshooting


This course provides a complete introduction to SIP-based VoIP Networks as used by UCaaS VoIP Providers worldwide. This course is intended for VoIP technicians, engineers and operators to understand advanced issues in IP Networking, VoIP Signaling and Media, and Troubleshooting practice.


On-Demand Video Course

Approximately 4 hours

In-Person Training

On-site training at your location


At the end of the course, you will be able to:

  • Understand and configure advanced Network issues especially relevant to UCaaS and VoIP Carriers
  • Understand key UCaaS System Components
  • Build robust, highly-available UCaaS and ISP Networks
  • Troubleshoot basic SIP call signaling
  • Troubleshooting new and complex problems with a consistent process
  • Calculate traffic engineering capacities in UCaaS (Voice and Video) networks
  • Identify and avoid common service issues

Course Content

UCaaS/VoIP Basics & Components. These modules introduce VoIP systems, including call flows, SIP, and MGCP. The VoIP Components module introduces UCaaS Endpoints (Soft clients, Customer Premise Equipment), SIP Servers / Call Agents, Redirect servers, Session Border Controllers (SBCs), Load Balancers and how they interact with each other, and other network components. Participants will learn how to intelligently plan deployments cognizant of protocol interactions.

Session Border Controllers. Session Border Controllers play a key role in providing security an enabling the use of NAT in VoIP services. They are, however, complicated devices, and often not understood. In this module, participants learn about how the SBC can enable NAT traversal, SIP peering, and provide a security barrier between untrusted networks and the VoIP core. In exercises, participants monitor and simulate the exact function of an SBC on SIP signaling.

Audio and Video. UCaaS networks can drop, re-order, and delay data as it is transmitted. Reliable transmission of toll-grade audio across such networks requires careful consideration of the underlying structure of the signal and its encoding. This section covers digital audio encoding, packetization into RTP, the effects of IP networks on RTP, jitter buffer operation, and the effects of prioritization and congestion on real-time streams. In exercises, students enable prioritization on routers and test the effects.

SIP Operation - In Depth. Develop a working understanding of SIP and processing, and introduce the key facts needed to understand and troubleshoot problems in SIP and MGCP networks. Participants have opportunities to read and troubleshoot call traces.

UCaaS Troubleshooting Process. Troubleshooting is approached in this module as a first-class enterprise, required in every complex system. This module introduces a consistent process for identifying problems that encourages confidence, preparedness, and careful analysis of component behavior.

Effective Mental Models for Troubleshooting. A key to effective troubleshooting is reasonable comprehension of the system; this module shows ways to develop coherent depictions of networks to help quickly isolate faults and plan changes. We cover a variety of diagram formats to describe networks. Participants have opportunities to develop diagrams of their own networks that clearly identify certain functionality in the context of network layers and signaling design.

Experimental Troubleshooting by Testing Components. To find problems, you must know which components are not the problem. This module shows techniques for testing components with the aim of identifying problems.

Common Problems Encountered in VoIP Networks. This module is about isolating some of the common issues that affect VoIP networks. The problem types cover audio quality, faxing, signaling, and registration. Here we show the effects of these problems, and how to isolate the root causes.

Course Resources

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