Audio on ACD is garbled

[christiankarl]

Hi guys i have an issue regarding garbled audio on ACD calls but the weird thing is it's not consistent cause it only happens on one agent per scenario. Our temporary solution is to change the ip phone and it works fine again but the replaced phone is also working when used as non-acd set. This issue will exist again after a couple of weeks but on another agent with same symptoms and remedy.

 

[LoopyLou]

Always include your system type and software version when posting a question. Otherwise it is difficult to help.

The single biggest problem with communications is the illusion that it has taken place.

 

[christiankarl]

system is MXe version 8.0.11.24

 

[IrwinMFletcher]

Can you describe garbled audio? Do you mean you can hear the person for the most part, but some bits are unintelligible or does it always sound like it's a babbling brook? The former would lead me to look at the network, the latter would lead me to look at the signaling (as that is an effect of a mismatched encryption key).

The other important piece of information is where is the call coming from? A TDM trunk? IP trunk? SIP trunk?

Based on what you have said, I would be very surprised that it would be a problem with the IP set.

 

[LoopyLou]

Also is it only on ACD sets?

The single biggest problem with communications is the illusion that it has taken place.

 

[Supernova99]

do you have a call recorder installed with a SRC?

Share what you know - Learn what you don't

 

[christiankarl]

@IrwinMFletcher, audio is broken and source is PRI.Replaced set is working when installed on other user.

@LoopyLou, yes it happens only on ACD sets.

@Supernova, yes we have Record-A-Call enabled but we have vm ports to support.

 

[IrwinMFletcher]

So, if I understand correctly, this is a straight call coming in through PRI on a system, that is being routed via the E2T to the IP set directly off of that system. You didn't indicate, so I'm assuming this is a standalone single controller system.

If that is the case, then it sounds like it's simply a network issue. Regardless of the type of call (i.e. ACD), the audio path is the same once it is established. Sure, if you are doing RAC or silent monitoring, then the audio can get re-routed through a DSP, but the path from PRI end to the IP set is just passing-through the TDM bus.

What you need to do is enable the IP Phone Analyzer and see what it says when a call goes bad. If it complains about the network, then you need to look at it. If there are no complaints, then it's a more serious issue on the controller itself. Perhaps a bad echo canceller chip for example. You first need to narrow down where in the system the problem is occurring.

 

[christiankarl]

Thanks Irwin, really appreciate your comments on this..

Cheers