Doc.#: SNB16-UVT-20038 Issue 1.

Voice over Wi-Fi trouble shooting

Jun 27, 2016

Business Communication Integration Group
Smart Networks Division
Rev.1
Contents

Introduction
1. Voice over Wi-Fi 5. Determine the problem
1.1 VoIP Trouble which occurs when working on
5.1 Capture point and pick up logs
Wi-Fi 5.2 Capture description
1.2 The reason that trouble happens 5.3 ST450/465 Logs
1.3 How should it be done primarily? 5.4 Include following information and data
2. Design the layout of access point certainly 5.5 L1/L2/L3/L4 support scheme for
2.1 Various conditions cause trouble ST450/ST465
2.2 How should we think of radio wave power? 5.6 Global mind
2.3 How should we think of traffic capacity?
2.4 Radio wave influence
3. Check some points
3.1 Battery life
3.2 Wi-Fi hand-off
3.3 Voice quality
4. Site Survey
4.1 Wi-Fi wave power heat map(using ekahau)
4.2 ekahau
4.3 Check point

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Introduction

The purpose of this document

▌The purpose of this document is to know that “How does trouble

happen on Voice over Wi-Fi?”.
▌Explained about a troubleshooting way of network failure.

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 1. Voice over Wi-Fi

NEC’s Voice over Wi-Fi Solution component

Wi-Fi
Access Point SIP Server
(SV9500,9300,9100,SL1100)

iPhone Android

DHCP Server RADIUS Server

UNIVERGE ST450(iOS Application)

UNIVERGE ST465(Android Application)

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1.1 VoIP Trouble which occurs when working on Wi-Fi

Has various trouble been experienced?

▌Clipped Voice
▌Muffled Voice
▌Call disconnect
▌Voice distortion
▌Noise

Why this trouble happen?

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1.2 The reason that trouble happens

There are many reason of trouble.

▌Interference from other radio wave

▌Bandwidth capacity is up
▌Weak radio wave power
▌Configuration error etc.

We can avoid these trouble by enough preparing!

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1.3 How should it be done primarily?

There are several rules to integrate Voice over Wi-Fi.

▌Design the layout of access points certainly

▌Set the suitable wave transmission power
▌Choose relevant smartphone device
▌Set the devices configuration accurately

It is important to know the nature of the wave.

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2. Design the layout of access point certainly

Point of design the layout of access point

▌You should concern about service area covered by one access

point. Much access point is needed when it’s a wide area.
Conversely, small area needs a few access points. When you
start designing the layout of access point, you need to get
customer’s floor map and to agree on service area with customer.
▌The transmit power isn’t supposed to be both too strong and too
weak. A cover area makes about 15m of radius the rule of
thumb when you design about Voice over Wireless system. When
it’s difficult to install of access point as shown

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2.1 Various conditions cause trouble

Avoid trouble according to the following points

▌Jitter of VoIP packet (RTP)

->Suppress jitter within 300ms
▌During start and end of Wi-Fi Hand-off is long
->You should choose smartphones which are equipped Wi-Fi hand-off
function.
▌Weakness of radio wave strength by the coverage hole
->Tune wave transmit power of Access point
▌Interference from other radio wave
->Check channel of interference radio wave and change using
channel to another.
▌Many call at the same time
->Check the number of the moment’s call.
▌Wave channel or wave transmit power change automatically
->Wi-Fi auto channel selection and auto power selection function in
access point should disable.
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2.2 How should we think of radio wave power?

density is small
The traffic
amount Many people
which can be Density is big
handled by
Increase
Access point
Access point
radio wave
power
changes
small

It is necessary to consider the density of the number of Wi-Fi users and

consider design of access point location. Check staff arrangement.

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2.3 How should we think of traffic capacity?

1ch 6ch
11ch

Traffic capacity
Big 11ch

Increase traffic
capacity by radio
channels piled up.

Big traffic amount

small
which can be handled

The traffic capacity which can be handled

by Increase radio wave channels.
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 2.4 Radio wave influence

There is a possibility that influenced by radio wave from other

floor.
▌Consider influence of radio wave in a floor at the top and the
bottom of the building.
▌Confirm radio wave power from the top or the bottom of the floor,
If find strong power from other floor, you should change Wi-Fi
channel design.
3F 3F
1ch 6ch 11ch 1ch 6ch 11ch

2F 11ch 1ch 6ch 2F 1ch 6ch 11ch

1F 1F
1ch 6ch 11ch 1ch 6ch 11ch
Wave influence

Good channel design Bad channel design

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 3. Check some points

When running softphone application on smart phone, (device and

Android OS dependence), need check some points.

▌Battery life
▌Wi-Fi Hand-off
▌Voice quality

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 3.1 Battery life

One of dissatisfaction for smartphone users is short life battery.

There is several cause.

▌LCD(Display)
 When a LCD is lit, consumption of a battery is intense.
=>ST465 turn off LCD during talking.
▌Wi-Fi chip
 Wi-Fi chip in smartphone use many power.
=>Android OS setting “Wi-Fi advanced setting -> Keep Wi-Fi on
during sleep ” . If set this parameter “Never” you can save
battery, but you should set “Always”. Because if Wi-Fi connection
down, you are not able to receive incoming call.
▌CPU
 CPU uses many power
 Android OS has a mode of Power Management.
 “Android Power Manager” controls CPU/Screen/Keyboard.
=>ST465 uses Android Power Manager to work the most suitable
power supply management.

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 3.2 Wi-Fi hand-off

Why need Wi-Fi hand-off function ?

To use the softphone using Wi-Fi in stable way in the large office, the
AP, more than one, it's necessary to mount and make a service area.
A terminal does hand-off of during the AP, and belongs to the most
suitable AP. The hand-off function for it is needed.

▌The Wi-Fi hand-off function isn't be equipped with by most smart

phone.
 iPhone equips with hand-off function
 Most Android smartphones isn’t be equipped with hand-off function
 NEC-J find a few Android with hand-off function.-> GALAXY S4,Xiaomi MI4S

▌The Wi-Fi hand-off function should work not only during talking
but also during waiting a call.

▌Wi-Fi hand-off function is unnecessary for the matter for which

only one or two use access point.
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3.2 Wi-Fi hand-off

Wi-Fi hand-off description

During talking and waiting, smartphone associate to the most suitable

AP is desirable. If using Wi-Fi hand-off function isn’t be equipped,
there is a possibility that fail to make call connection.

●Android smartphone with hand-off function

AP #C AP #B AP #A
When open elevator
Most suitable door, smartphone
associate with most
nealry AP#A.
Office area
walk
Elevator hole

Hand-off function works and

switching to the most
suitable AP#C
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3.3 Voice quality

How to choose Android smartphone for VoIP application

▌Softphone uses AudioTrack class on Android OS. AudioTrack is

needed tuning for VoIP application but some Android smartphone
developer aren’t adjusting.

▌We have to choose most suitable for VoIP application from the
many Android smartphone in the world.

▌It's necessary to test smartphone by the following point of view.

 Voice pass incoming and outgoing are clear
 Voice sound level(too small or too big are NG)
 No Voice distortion
 Hardware echo canceler work (ST465 hasn’t soft echo canceler)

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4 Site Survey

The following point is confirmed by a Site Survey.

▌Radio wave expense

 Confirm by how much strength the radio wave radiated from an access point
spreads to where and the radio wave spreads as designed.

▌Exist of external radio wave

 Confirm whether other radio waves don't exist in the frequency band (2.4GHz
and 5GHz) used from inside the building and outside of the building. and
confirmed how much the channel and strength are too.

▌Access point layout

 Confirm the condition of the place where you are about to install access point.
(ex. Is there enough space ?, whether the height from the floor is off
sufficiently in the weight, whether its weight can be endured, whether a cable
can be connected.)
When a partition of the building changed or a floor has
moved, we recommend to do a Site Survey once again.
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4. Site Survey
Access
point

Pole

Laptop PC
installed Site
Survey
application

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4.1 Wi-Fi wave power heat map(using ekahau)
Shinagawa E1 tower(Japan)
Office
floor

Backyard office
EV
EV EV
EV EV
EV EV
EV EV
EV

Not measuring

Out of service area

Power level[dBm]

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4.2 ekahau

ekahau – site survey software

▌NEC-J uses ekahau software when planning Wi-Fi Access point

layout.
▌It’s possible to make a heat map with site survey

http://www.ekahau.com
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4.3 Check point

Check below points before planning access points layout

Check point Situation of occur

Radio wave Noise enters a call, and a call is disconnected when there is
penetration in the interference from another radio wave.
building
Radio wave from a Noise enters a call, and a call is disconnected when there is
neighborhood interference from another radio wave.

Microwave oven Microwave oven causes radio wave interference. There is a

possible to disconnect call.

Partition Partition blocks shut or weaken radio wave.

Behind of the pillar Noise enters a call, and for the radio strength to fall when
calling behind the pillar in the building
Metal locker Metal locker shut or weaken radio wave.

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5. Determine the problem

To determine the problem

1.Confirm the configuration of SV, Wi-Fi Access point, smartphone,

ST450/465.
2.Confirm whether licenses are enough
3.Confirm DHCP setting or Network hardware setting
4.Wireshark capture (wired packet)
5.Wireshark or OmniPeek capture (Wi-Fi packet)
6.Spectrum Analyzer
7.ST450 or ST465 logs

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 5.1 Capture point and pick up logs

Logs necessary to an analysis is Picked up by each point.

[Spectrum Analyzer]
4
Wi-Fi
Access Point SIP Server
[Air capture] 1 (SV9500,9300,9100,SL1100)
[wireshark [wireshark
iPhone Android 2
capture] capture]
3

5 5 DHCP Server RADIUS Server

[Internal log] [Internal log]
UNIVERGE ST450(for iOS)
UNIVERGE ST465(for Android)

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5.2 Capture description

There is a purpose of each investigation

1.Air capture
aim of capture: Confirm procedure during smartphone and
access point. However almost air packet is
encrypted, so it’s limited to be able to analyze.
To capture can know that cause is whether radio
wave influence(many CRC error occur) or
smartphone’s Wi-Fi chips doesn’t work.

2.Wireshark capture on Access point interface

aim of capture: To confirm procedure during smartphone and
access point.

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5.2 Capture description

There is a purpose of each investigation

3. Wireshark capture on SIP server interface

aim of capture: Confirm SIP procedure during softphone and
SIP server.

4.Spectrum Analyzer
aim of Analyze: Confirm interference from other radio
(2.4GHz/5GHz) wave

5.acquire ST450 or ST465 internal logs

aim of acquire logs: Confirm Android OS condition, Wi-Fi device
condition, SIP procedure. It is necessary to
commision to analyze logs using global
mind as L4 in NEC-J.
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5.3 ST450/465 Logs

How to get ST450/465 logs

#How to take out log of ST450
1)ST450 is started.
Tap "Settings" > "Advanced Settings".
2)Tap "Advanced Settings" > "GUI Settings". 3)Tap "Finish" of ST465 menu.
3)Turn on "Keep Application Log".
4)Return to "Settings".
Tap "Done".
5)Reproduce "trouble".
6)Tap "Keypad".
7)Input "*1#".
Tap Off hook button.
8)Tap indicated ST450 log file.
9)Tap top right of the screen.
10)You can take ST450 log out by E-mail.
Please send ST450 log.
#How to take out log of ST465
1)ST465 is started.
2)Reproduce "trouble“[note1].
4)ST465 is started once again [note2].
5)Use application which can view file data in
smartphone.
Ex "file manager"
6)"ST465" folder in the internal storage is made.
7)Please send ST465 log.
[note1] If possible, setting change Log level as High.
(Maintenance settings>Logging level>High
[note2] The log to that is made Zip file at the time of
a ST465 start.

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5.4 Include following information and data

When you make a trouble report with Global mind, please attach
following information and data.

▌Trouble description (Please mention as conversantly as possible.)

 What kind of trouble? (ex. When Extension number A and extension number B
were calling, a call to B become no sound from A. An icon of Wi-Fi was off at
that time.)
 What messages displayed?
 Which color of ST450 or ST465 icon?
 Product name and OS version of smartphone
 Product name and software version of Wi-Fi access point
 Product name and software version of DHCP server
 Product name and software version of RADIUS server
And attach ST450 or ST465 logs and various capture logs
[note]case of using Cisco WLAN, attach following logs
#config paging disable #show client summary
#show sysinfo #show arp switch
#show run-config #show pmk-cache all
#show tech-support #show traplog
#show ap uptime #show msglog

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5.5 L1/L2/L3/L4 support scheme for ST450/ST465

Level 1 Level 2&3 Level 4

Global
Each regional TAC mind
Associates
L1+ L2+ L4+
End users

NEC-J

>End User Sold direct L4+

support

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5.6 Global mind

▌If you make trouble report, please input informations as below.

Choose
“SOFT/APPL--
UNIVERGE--
ST450/ST465”

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5.6 Global mind

▌If you make trouble report, please input informations as below.

Choose
“ST450/ST465”

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5.6 Global mind

▌If you make trouble report, please input informations as below.

These members
are ST450 and
ST465 Engineer,
So choose two
men.
“Horikoshi
Takashi”,”Watai
Yousuke”

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Revision History

Revision Date Remarks

Rev. 1 Jun 27, 2016 1st Edition Issued

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