Fix the call before it drops.
Bad voice quality is the kind of failure a customer hears instantly. When packet loss and jitter climb and 40% of complaints have no cause, every call is a risk. Here is how one grocery chain made its voice network clear again.
latency, 200ms to under 120ms
jitter
MOS score
Story highlights
- The call path, end to end. Voice monitoring on the SIP servers gave real-time insight across the whole delivery chain.
- Clarity restored. Latency fell 40% and jitter dropped from 30ms to below 0.8ms, lifting the MOS score from 3.2 to 4.1+.
- Alerts that reach the team. Webhook-based alerting in team messaging replaced reactive troubleshooting.
The situation
A chain whose calls kept breaking up.
The grocery chain ran voice across its network, but congestion drove packet loss and jitter past the point of clarity, and most voice complaints had no clear cause. With no alerting in place, problems were found by ear. They set out to see the voice path end to end.
The problem
The voice network degraded, silently.
Calls broke up, and the team could not always say why. Three gaps drove it.
Packet loss over threshold
3-5% packet loss during congestion, against a 1% threshold.
Jitter hurt clarity
Jitter exceeding 30ms degraded call quality.
Complaints without cause
40% of voice complaints had no clear root cause, and webhook alerting was absent.
What OnStak did
Watch the whole voice path, in real time.
OnStak monitored voice end to end and pushed alerts to where the team already works.
Monitored the SIP path
End-to-end voice path monitoring deployed on the SIP servers.
Saw quality in real time
Real-time insight into VoIP performance across the delivery chain.
Alerted into team messaging
Webhook-based alerting integrated into the tools the team uses.
Turned reactive into proactive
Issues were caught before customers heard them.
What changed
From calls found broken by ear to caught in advance.
The customer heard the fault first.
- 3-5% packet loss against a 1% threshold.
- Jitter exceeding 30ms hurt clarity.
- 40% of complaints had no cause, and no alerting.
Now the team catches it first.
- Latency down 40%, 200ms to under 120ms.
- Jitter to below 0.8ms.
- MOS score 3.2 to 4.1+.
The outcome
Anonymized grocery chain · voiceClear calls, caught before the customer.
The idea that holds it together
A clear call is a kept customer.
“Voice quality is heard before it is measured. Observability catches the drop before the caller does.”
Awais Janjua / Chief Technology Officer, OnStak