VoIP has a number of benefits, but it can have its down sides as well. One downside is that the sound-quality of the phone calls can have issues. Normal telephones sometimes have sound issues as well though. The benefit of VoIP is that, because the communications are network-based, it can be monitored in real-time for easier troubleshooting than a normal phone. Microsoft has released a free tool for their Office Communications Server 2007. The module is called Quality of Experience Monitoring (QSM) Server. QSM can monitor voice quality by collecting information from the endpoints. It measures loss, jitter, delay, device quality and other parameters to assess quality. You can get more details on the scope and features of this new tool by reading Microsoft releases free tool to monitor voice quality from Computerworld.