Call connected, issue with call quality

Issue	Potential Problem	Possibilities	Responsible	Questions	Steps
Caller connected to agent, call secured. Issue with call quality	Customer* network (up to SIP carrier/VoIP supplier trunk) packet congestion	Customer network bandwidth and delays to voice Packets	Customer	Check if customer SIP and RTP servers getting notification of packet drops	Corrective measure from customer
	PCI Pal network issue	SIP carrier/VoIP supplier to PCI Pal bandwidth congestion		If customer servers from above steps showing no Packet / RTP drops - raise it to PCI Pal for further investigation in PCI Pal scope	Corrective measure from PCI Pal

* The term customer relates to direct customers, resellers or partners, depending on the relationship with PCI Pal.