VoIP is the next big advance in telecommunications, but it is exceptionally hard to implement. The very things that make our telephones so comfortable to use - instant connections, strong clear signals, and no downtime - are the things data networks sacrificed for speed and flexibility. As we begin to replace traditional phone service with voice over data networks, quality assurance has to be re-invented. Telecom managers didn"t design VoIP, but they"re the ones responsible for quality and they have to come up to speed fast on the measurements, tools, and utilities in the IP environment that can help to get the job done.