Changes to Voice Insights packet loss reporting

An issue has been identified where Voice Insights was tagging calls as having packet loss due to Twilio-internal removal of DTMF or Comfort Noise packets.

For calls with both in-band and out-of-band DTMF key press data Twilio removes the in-band packets which results in RTP packet sequence number jumps that are interpreted as packet loss by the Voice Insights platform.

Additionally, calls where Twilio received Comfort Noise packets the CN packets are not propagated internally which results in the RTP sequence number jumps being reported packet loss.

In both of these cases the calls have been tagged as having high packet loss, but the packet loss percentage reported by Voice Insights in the call summary was 0%.

We have updated the packet loss call tagging logic to account for these conditions and these calls will no longer be tagged by Voice Insights unless the percentage loss for packets outside of these two conditions is greater than 5%.

Depending on your call flow you may see a significant decrease in the number of calls marked as having been impacted by packet loss going forward.