Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on February 26, 2013, 03:45:03 PM

Title: Noise in call between external caller and Agent
Post by: PFCCWA on February 26, 2013, 03:45:03 PM

Hello,

Has anyone experienced an issue where some kind of crackling noise can be heard between a caller and agent?
We are seeing this issue within our platform.
It is not occuring on every call, but frequently enough to be a problem.
Using..
Incoming calls through PSTN Lines.
Avaya Media Gateway.
SIP 8.1.0
RM 8.1.2
GVP 8.1.5
The noise cannot be heard when listening to call back in Verint.

Where can we investigate to determine root cause?
where is the cause of this issue likely to be - PSTN channels / Avaya MG / Genesys?

Title: Re: Noise in call between external caller and Agent
Post by: cavagnaro on February 26, 2013, 04:33:56 PM

PSTN lines are analog or digital?
QoS enabled?

Title: Re: Noise in call between external caller and Agent
Post by: PFCCWA on February 27, 2013, 09:39:24 AM

PSTN Lines are digital.
QoS is enabled - sip-ip-tos setting is 256 (not sure where this value has come from or how it is used).
Also noticed the option description states valid values are 0-255.

Thanks.

Title: Re: Noise in call between external caller and Agent
Post by: cavagnaro on February 27, 2013, 01:27:53 PM

You will have to do tests and capture SIP traffic with wireshark somewhere and try to isolate the issue.

Tests:
- Do a direct calling to agents, no GVP, lots of calls and see if you can reproduce the issue at least once, wireshark going
- Avoid also Avaya MG, call directly between SIP Server

BTW, which headsets are they using? Driver is ok?