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Remote VoIP dropping

I have a remote user who currently has a Cisco VoIP phone that connects into our network via TFTP. He informs me that the phone drops several times throughout the day, with an occasional drop in VPN from time to time. His router has the most current firmware, set QoS rules priortizing the phone and VPN, and decreased the MTU rate, yet he still experiences these drops. He used a VoIP phone from his last job, and never experienced a drop. 

I'm not exactly sure how else to go about troubleshooting this. Anyone care to throw me some ideas?

A little info of our current setup:

Cisco 2821 Intergrated Services Router, with CUCM version

Cisco ASA 5510 software version 8.2(4)


Remote VoIP dropping

You're talking about VPN so i guess he is using a Broadband connection... Maybe he is having Internet issues? If he is getting packet loss while surfing, it wont hurt anyone but packet loss while on Ip Call might drop it..