Avaya IP Office version 9/ Watchguard XTM 330 - softphone voice quality is terrible

[tfolino]

Not sure which forum to post this on. We recently moved our computer room to a new location and installed a Watchguard XTM 330 and I deployed VPN SSL clients. We moved an ATT Flex reach circuit to this location and installed a new Avaya IP Office 9.0 phone system. We deployed hard phones using H323 in the office and Avaya IP Office softphone version 3.2.3 which show IP Office Video Softphone when you log them on.

Previously I was running an Avaya Definity G3 switch with a Firebox III (yes it was still running) with MUVPN IPSEC and some PPTP clients in on computers running Windows 7 with the softphone in Windows XP Mode because our softphone version was version 4.

Voice quality on the softphones on the old system was fine.

On the new system all the softphone users experience calls that are breaking up, crackling and at times impossible to hear.

ATT just finished running call capture tests tonight and the voice is clear at their router level (they sent me the recordings), it's once the calls get past the ATT router that the call quality erodes.

I ran the softphone troubleshooter and it said:

You are successfully registered with the SIP server

Limited data sent/received, possible codec mismatch

Audio quality is poor.​

The CODEC on the ATT router and on the softphone in the Avaya Manager is set to G711.

Any suggestions on how to solve this problem would be greatly appreciates. My users and our customers are not very happy right now and I don't blame them.

If I need to post this on the Watchguard forum instead let me know. I wasn't sure if I could post the same question on two forums?

Thank you.

 

[smokinjoe2938]

Have you tried using different codecs?

 

[tfolino]

The circuit is set to G711 so the vendor said the softphones need to stay at G711 as well.

 

[smokinjoe2938]

Then maybe you should be asking these questions to your vendor then in lieu of here!

 

[tfolino]

I have spent over a week with the vendor and also with ATT and I still have voice quality issues. I was hoping someone on the forum could offer some help.

 

[smokinjoe2938]

I ran the softphone troubleshooter and it said:
You are successfully registered with the SIP server
Limited data sent/received, possible codec mismatch
Audio quality is poor. clearly it says you have a codec mismatch try G.729 and see if quality is better

 

[smokinjoe2938]

have you read this doc yet?

 

[tfolino]

Ok I will try the CODEC change. I have not read that document. We have IP Office 9.0 but I may still learn some things from it so thank you.

 

[mattKnight]

I'd first start at layer 1. Speed and duplex mismatches rather thann codec mismatches more likely.

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[tfolino]

Matt, do you mean checking the speed and duplex on the softphone user's computer network card? The few I've just checked are set to Auto Negotiate. Should that be changed?

 

[mattKnight]

Nope between firewall and att router or between firewall and switches.

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[tfolino]

I did verify that the ATT router, the switches and the Firebox are all set to auto-negotiate. Any other thoughts?

 

[mattKnight]

Look at all the switch ports and see if any have an error count. Can you check amd see if the firewall interfaces have an error count? Auto negotiate is usually ok, but sometimes isn't.

I simply don't buy the codec mismatch. Usually a codec mismatch will mean the call will fail to establish a media stream and you'll get silent calls. This is a quality issue.

Att have verified that the call is clear... where did they do this? In your premises or at their edge. Ie is this an access circuit issue?

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[hairlessupportmonkey]

So some things to consider.

1) What version of software is the XTM 330 on?
2) What release of 9 are you using?
3) Are you segmenting your network or is voice and data all on the same network?
4) Is the connection shared with other services? (General browsing, email, web etc)
5) Is the interface on the WG that is connected to the router set to Auto or fixed to a speed and duplex?



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