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  • 1.  Sporadic one-way audio, for 5-7 seconds in the call

    Posted 01-27-2021 04:40
    Hi !

    We have this problem that occur sporadic for all users. In a call with customer audio stops for 5-7 seconds, before two-audio is established again. The agent can not hear the customer, customer can hear the agent during the period. Each agent experience this 3-5 times each day. We have not been able to pin point this to location or group of users within the company. It appear to include all agents within the company .

    We see this both with Bria and SIP EP. Anyone has experience something like this ?
    (As far as we can see we have audio both ways all the time on the client NIC from IPT).

    We had an support ticket with Genesys, they point to further troubleshooting client side, client NIC/Win10.

    SIP EP log:
    09:39:53.900 ..|inf|16432|VQcpt:RTP(leg=54):recv=174,lost=0(0.0%),MOS=4.4(tsf:4.4)
    09:39:58.989 ..|inf|1332 |sent RTP(leg=54) to 148.122.96.150:12872
    -(0)- pt=8(pcma) seq=33498 time=2421848597 ssrc[1d78b0f2] ** [160] d5 d5 d5 d5...
    09:40:00.817 ..|inf|12216|voe:checkpoint,sent[2]=48/7680(64.0kbps)
    in: ----oo+--------_________________________________________________
    out: OOOOOoOOOOOOOOOo------------------------------------------------
    09:40:00.817 ..|inf|12216|GSeptRTPconn(54):AudioDecodingStats(pkts=0):
    NetEQ/total=7697(decoded:normal=6922,plc=35,cng=0,silence=740),disengaged=0
    -/interval=96(decoded:normal=0,plc=0,cng=0,silence=96),disengaged=0
    09:40:01.323 ..|inf|12216|got RTP(leg=54) from 148.xxx.xx.xxx:12872
    -(0)- pt=8(pcma) seq=13587 time=1708797291 ssrc[65b714f7] ** [160] d5 d5 d5 d5...
    09:40:06.741 ..|inf|16432|VQcpt:RTP(leg=54):recv=271,lost=400(59.6%),MOS=1.1(tsf:2.3)
    09:40:06.747 ..|inf|12216|GSept1pcc(i:5,MOS=1.1)
    09:40:10.431 ..|inf|12216|voe:checkpoint,sent[2]=49/7840(65.3kbps)


    Kind regards
    #SIP/VolP

    ------------------------------
    Dag

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  • 2.  RE: Sporadic one-way audio, for 5-7 seconds in the call

    Posted 01-28-2021 09:11
    Dag,

    Have you attempted to run Wireshark or something similar at the agent end of the conversation?  If you hear audio coming out from the agent side but not making it to the SBC, you likely have a network problem between those two devices.

    Your network is having extreme packet drops based on your logging.
    09:40:06.741 ..|inf|16432|VQcpt:RTP(leg=54):recv=271,lost=400(59.6%),MOS=1.1(tsf:2.3)
    09:40:06.747 ..|inf|12216|GSept1pcc(i:5,MOS=1.1)

    Because your network is dropping so many of the RTP packets being generated and sent, your audio quality will be exceedingly poor.  Check your firewall settings as well as have your traffic sniffed to determine the device that is dropping your packets.

    -Ivan

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    Ivan Ullmann
    Global Technology Solutions, LLC
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