Vitelity issues?
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Is anyone having issues with call quality with Vitelity? Every so often, like last evening and right now, we have some jitter on our calls. PBX is hosted, but specs look fine with plenty of room to spare. Response time (via ping only) from PBX server to Vitelity trunk IP is also well within what I consider to be acceptable range. (below 40ms)
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They were doing some Maintenance last night, we got emails about that the other day.
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@Minion-Queen said in Vitelity issues?:
They were doing some Maintenance last night, we got emails about that the other day.
Yeah, I got that email yesterday too. But this started yesterday around 4:30 PM EST, before their maintenance window.
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Have you reached out to their support. They are very good in our experience.
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I did at 8 AM this morning, but no response yet. I just used their support email instead of going through their portal. Perhaps they dont like that. I'm writing a ticket right now through their portal to see what happens.
Also, do you do anything specific in your firewall rules such as whitelisting the Vitelity IPs?
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@art_of_shred had similar issues in the past and had to do something special as far as incoming and outgoing trunks were concerned. I don't remember if there is a write-up for that or not.
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@coliver said in Vitelity issues?:
@art_of_shred had similar issues in the past and had to do something special as far as incoming and outgoing trunks were concerned. I don't remember if there is a write-up for that or not.
Yeah, but our issues were just load balancing on Vitelity's side of things... or rather our not being set up to use their load balancing feature. It was loss of service, not loss of quality (I'm glad... that would have been hard to track down). We would get tied to a single SIP server at boot-up and then if that server got full we lost the ability to make/receive calls until it cleared up. They changed the rules of the game and didn't bother to tell us. That's not the first time and surely won't be the last.
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I'm working with one of their NOC techs now. I sent them some packet captures to see if it sheds any light on anything for them. I went through the captures and see a few re-transmissions, but nothing that jumps out at me right away.
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I heard back from Vitelity. I sent them a packet capture from a cell phone to the PBX (inbound) Their response below.
"I do see some jitter from us to you and some packets out of sequence. We could try moving your account to direct media where the RTP will come directly from the carrier to you, bypassing our system. You might need to open up any restrictive firewall rules in that case as the RTP would come from other sources."
Is that common? Has anyone else had to go down this route with Vitelity or any other carrier?
Testing today, an outbound call to a cell phone was perfect for the duration of the 5 min call.
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Have not needed to do that, no.
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The other piece of the chain here is of course, the VPS provider that I'm using. I'm on the east coast, my VPS is in Milwaulkee, connecting to a Vitelity server, which appears to be in Colorado. I'm evaluating the idea of testing another local VPS provider closer to me. (Vultr for example)
