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1 Virtual Office Network Tests Version 2.0 Revision 1.0 8x8, Inc O'Nel Drive San Jose, CA Phone: Fax:

2 Contents Important Notes for all Tests... 3 Tests and Success Criteria... 3 Symptoms and Issues... 4 VoIP Test... 5 Ping and MTR Tests... 9 Network Diagnostics Network Monitoring x8, Inc O'Nel Drive San Jose, CA Phone: Fax:

3 Important Notes for all Tests The computer running the test software: Must be physically connected through Ethernet cable to the LAN switch or router carrying the voice traffic the same LAN (subnet) as the Virtual Office device: o Hard phones may use separate network (voice vs. data). o Soft phones are using data network. Must have Wi-Fi disabled. Test the network during busy business hours to ensure there is load on customer s network. Tests and Success Criteria Few spikes are tolerable, however any consistent packet loss, jitter or latency outside of given limits is an indication of an underlying issue on the network; and the issue in that case needs to be addressed and resolved before it becomes a problem some time later when VoIP services are used in live operation. If any of the test results are outside of Success Criteria limits, the corresponding risks need to be identified in the official 8x8 SRDD document. Test Data Center Pass Success Criteria VoIP Test US West DC only MOS Excellent: 4.0 or more Good: 3.0 to 4.0 Ping Test Any Packets Loss 0% Round Trip Time < 100ms MTR Test Any Packets Loss 0% Network Diagnostics US West DC only Packets Loss 0% Jitter < 20ms Latency < 100ms IP Fragmentation OK DNS OK Network Monitoring US West DC only Packets Loss 0% Jitter Latency < 20ms < 100ms Version 2.0 3

4 Symptoms and Issues The following are some symptoms and issues that may arise due to un-optimized network configuration and/or insufficient bandwidth. Dropped calls: Calls may drop because of carrier related routing issues, but more often, calls drop because of packet loss related to failing or misconfigured network appliances. Insufficient bandwidth or other ISP related issues also might cause this. The VoIP test will help determine if this is a network/isp issue or carrier related issue on our side. Choppiness and garbled audio: These symptoms usually are related to firewall configuration or ISP connection issues. High packet loss and latency are often the culprits. 8x8 VoIP test can help determine if the customer s network and internet connection is adequate for use with VoIP. Robot or underwater sound: Firewall configuration and ISP issues can also cause these issues. VoIP test will confirm that there is a problem with the customer s network or WAN connection. Echo and delay: Firewall issues and poor QoS configuration can cause this. VoIP test will test the customer s network and WAN connection for excessive latency, packet loss, and jitter. Activation issues: An extension that has already been activated, but still says activate on the screen may be having issues traversing a NAT firewall. A poor 8x8 VoIP test will often indicate if a firewall is not configured properly. Version 2.0 4

5 VoIP Test The 8x8 VoIP Tool simulates 8x8 VoIP calls delivered over a customer s Internet connection and tests simultaneous call load. The test will indicate the level of service that the 8x8 system can be expected to deliver based on the bandwidth and performance speed of the customer s Internet connection. The tool tests for tolerable ranges against four thresholds and displays satisfactory results as a green light: 1. Download Speed insufficient speed may impact inbound traffic, including the ability to hear callers 2. Upload Speed insufficient upload speed may impact outbound traffic, including the ability for callers to hear you 3. Jitter measures the constant flow of data. A low jitter value shows a more consistent flow 4. Packet loss measures Internet connectivity and how accurately it is transferring data. Zero percent packet-loss is desired for a high-quality VoIP connection In addition, MOS (Mean Opinion Score) is reported as part of the results summary. MOS measures the quality of the connection on a 5-point scale; higher numbers indicate a better quality connection. HOW TO RUN VOIP TEST Step 1: Test 2 lines 1. Enter in a web browser, which will open the test utility. 2. Enter initial Test Parameters: Always start by simulating only 2 calls using default values a. Number of VoIP Lines = 2 b. Test length = 15 seconds c. Codec = G Click Apply and Test, then Click to Start Test. 4. Wait for test to complete Summary tab will be displayed. 5. Connection Summary displays results as four colored lights: a. Yellow or red = issues to investigate Congestion or inadequate bandwidth will affect service. Possible solutions: Upgrade or increase existing bandwidth Install or upgrade LAN equipment, such as a properly configured router and/or modem b. Green = clean results Step 2: Increase load 1. Enter new Test Parameters based on customer s needs: a. Increase the number of lines (up to 50) b. Test length = 15 seconds Version 2.0 5

6 c. CODEC = G Click Apply and Test, then Click to Start Test. 3. Wait for test to complete Summary tab will be displayed: a. Red lights = issues to investigate: based on the number of simultaneous calls, there is congestion or not enough bandwidth for 8x8 service i. Reduce the number lines in the Number of VoIP lines field to find the realistic number of calls the customer s network can support ii. You may need to advise the customer to upgrade / increase the existing bandwidth iii. Try running the test after hours: clean result after hours may indicate congestion or improper QoS on the customer s network iv. A temporary network condition could affect results. Run the test at multiple times during the course of the day and week to ensure you get a true representation of your network and different periods of time during the course of your business activities. 4. Capture test results: a. Click on 'Advanced' tab (see screenshot above; you may first need to click on small arrow in upper left corner). i. Click the 'View Text' link on the bottom. ii. Take a screenshot of the results (see sample below): Version 2.0 6

7 b. Click on Graph tab: i. Click the 'Detailed Analysis' link on the bottom. ii. Take a screenshot of the results (see sample below) You may need to scroll down and capture several screenshots At minimum, need to capture Summary section Version 2.0 7

8 5. Send test results (including all screenshots) via to your 8x8 representative. Version 2.0 8

9 Ping and MTR Tests 1. Open individual instances of MTR for each 8x8 Data Center: a. WinMTR (for Windows; install from b. MTR for Mac (for OS X; install from ftp://ftp.bitwizard.nl/mtr/ or c. Alternative to MTR: Ping Plotter 2. Open individual command shells for Ping for each 8x8 Data Center: a. Windows: Start > All Programs > Accessories > Command Prompt Use ping command with -t option for continuous ping b. Mac: Finder > Go > Application > Utilities > Terminal or Network Utility 3. Run all Ping and MTR instances for 30 minutes to 8x8 IP subnets of interest: a. US West data center: b. US East data center: c. UK data center: Capture test results: a. Ping capture text or screenshot showing: a. WinMTR: click on the Export TEXT button; select a name and location for the Text file; click Save: b. MTR for Mac: take a screenshot including MTR results Version 2.0 9

10 5. Send test results (including all screenshots) via to your 8x8 representative. Version

11 Network Diagnostics Network Diagnostics and Monitoring tests perform a more thorough test of the connection's ability to carry voice traffic. Ideally, these tools should be installed on a PC with minimal load, which will remain undisturbed for the duration of testing. Please disable any firewall software that may be running on the testing PC. Complete the diagnostics test before running the monitoring tool as running both at the same time may skew the results. 1. Install the 8x8 Network Diagnostics Tool from this link: 2. The link to the User Guide is: 3. Select the 'Configure Tests' button and fill in your contact information. 4. The test can be run with the default settings. 5. Select Run Quick Tests, which will automatically start the test. 6. Hit the 'Show Details' link on the lower right if you would like to check the progress. 7. The tool will complete a series of tests in only a few minutes. Once complete: a. Select the 'Generate Report' button. b. A new window will come up which will let you save the report to a file. 8. Save this file and provide to your 8x8 representative. Version

12 Network Monitoring Network Diagnostics and Monitoring tests perform a more thorough test of the connection's ability to carry voice traffic. Ideally, these tools should be installed on a PC with minimal load, which will remain undisturbed for the duration of testing. Please disable any firewall software that may be running on the testing PC. Complete the diagnostics test before running the monitoring tool as running both at the same time may skew the results. 1. Prior to using this tool, ask for the activation key from your 8x8 technical contact. 2. Install the 8x8 Network Monitoring Tool from this link: 3. The test should be run with a 55 second call duration, once per minute. 4. Once installed, click the shortcut it placed on your desktop. 5. Select Test then Setup from the Menu toolbar. 6. You will be asked for an activation key (needs to be provided to you by 8x8). 7. Fill in your contact information under the Company Details tab, then click OK. 8. Select Start Monitoring from the main screen of the tool. 9. The test will make simulated calls every 5 minutes for 30 seconds at a time, until the test is stopped. 10. Allow the tool to run and collect data for at least 24 hours. 11. To stop the test, select Stop Monitoring, then Generate Report under File of the Menu toolbar. 12. Save this file and provide to your 8x8 representative. Version

Customer Network Assessment

Customer Network Assessment --------- Customer Network Assessment Network Tests Version 2.0 Revision 1.0 8x8, Inc. 2125 O'Nel Drive San Jose, CA 95131 Phone: 408.727.1885 Fax: 408.980.0432 Contents Important Notes for all Tests...

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