Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Audio Clipping On PureCloud Voice

    Posted 03-28-2019 10:03
    Edited by Angelia Harper 03-28-2019 10:27
    No replies, thread closed.
    Hi everyone, I have a kind of complicated question. We have a customer that has PureCloud Voice and uses Remote Stations these stations use an Analog PBX. What we are seeing/hearing is that when they get a rush on calls (busy time) once the agent picks up the remote station, the agent has audio clipping, the customer and agent can hear it and I can hear it on the recording. ​When they test with only the analog phone (remote stations - PureCloud removed) they do not hear the clipping, when they test with only PureCloud and a cell phone (taking the analog system out of the picture) they do not hear the clipping either. At this point I am grasping for any possible help. We have had a cases opened with support for a very long time, then closed them, and have now opened them back up. Please let me know any thoughts on this. 

    tagging @Brock Stai​  and also @George Ganahl for possible help ;) 
    #Unsure/Other

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------
    ​


  • 2.  RE: Audio Clipping On PureCloud Voice

    Posted 03-28-2019 14:27
    No replies, thread closed.
    What is the transport between PureCloud and the analog PBX? This must be the culprit as it is the only difference in your tests with a cell number as remote station vs. the PBX phone set.


  • 3.  RE: Audio Clipping On PureCloud Voice

    Posted 03-28-2019 15:15
    No replies, thread closed.
    Transport and any devices involved between the edge and the Analog PBX (such as an analog gateway, whatever is used to connect VoIP from PureCloud to the inbound trunk on the PBX).

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Audio Clipping On PureCloud Voice

    Posted 03-28-2019 15:27
    No replies, thread closed.
    This is PureCloud Voice, would this still be the case?

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 5.  RE: Audio Clipping On PureCloud Voice

    Posted 03-28-2019 15:40
    No replies, thread closed.
    Angelia,

    When the cell phone is used, PureCloud dials direct to the cell phone.

    When the PBX phone is used, how is PureCloud connecting? Does each user/phone on the PBX have a DID that PureCloud dials?

    The weak link is definitely in that path, somewhere between PureCloud and the PBX phone. Each transport leg should be identified(confirmed) and reviewed.


  • 6.  RE: Audio Clipping On PureCloud Voice

    Posted 03-28-2019 15:48
    No replies, thread closed.
    @Chris Mayo @George Ganahl sorry for my ignorance on this subject guys. PureCloud connects by using the Remote Phone option and dialing the DID of that other PBX. ​

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 7.  RE: Audio Clipping On PureCloud Voice

    Posted 03-28-2019 15:52
    No replies, thread closed.
    Chris will, I'm sure, give a much better reply. However, it sounds like a possible issue at the carrier level between PureCloud Voice and the carrier they use for the analog system.

    Can you PM me any Support case numbers you have? I am wondering what notes our folks may have put on them.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 8.  RE: Audio Clipping On PureCloud Voice

    Posted 03-28-2019 16:45
    No replies, thread closed.
    Even though it may seem simple, there are likely many moving parts between the PureCloud Voice and the local PBX.

    I do agree with @George Ganahl, it is likely with the local carrier's last hops/last mile into the PBX. It will be essential to have that carrier monitor traffic live while testing to identify possible issues in their equipment.​ This is the most likely source of the issue. Now, getting the carrier to join the fun is usually the biggest challenge.  😉

    Another possibility is the local PBX's ability to absorb the traffic. A traditional PBX, originally designed to handle non-call center loads, could also be overwhelmed and cause processing delays(clipping).




  • 9.  RE: Audio Clipping On PureCloud Voice

    Posted 04-08-2019 08:56
    No replies, thread closed.
    Thank you all for the replies, the issues seems to have cleared up with no one making any changes after months of it occurring. ;) I appreciate the time you all took to read and assist.

    ------------------------------
    Angelia Harper
    Avtex
    ------------------------------

    Original Message


  • 10.  RE: Audio Clipping On PureCloud Voice

    Posted 04-08-2019 09:13
    No replies, thread closed.
    Good to hear, though it makes it difficult for you to provide a root cause analysis.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


Related Content