Hi

i'm experiencing a weird issue, last couple of days on certain time window(in my case 2pm to 4pm GMT+3) most of the calls are affected with degraded audio quality. For the caller, not only facing difficult to hear agents, IVR part also not hearing properly. On agent side, they can't hear caller and audio is terribly breaking. This customer have EDGE  model Customer Hardware Solution with external SIP Trunk. Audit logs says, there was some update on EDGE device on couple of days back, we noticed this issue after that update. 

Anyone came across similar issue? 

Best Regards,

HI,

You can take below steps as same had happened in past once i was giving support to one contact center. 

1. Check Edge, it should have available resource more than call volume.
2. Check MOS and R factor on given timeframe. 
3. Please ask service provided to provide you any working circuit to test the call if point 2 are all ok.
4. test multiple call between given timeframe and ask telephony to provide to monitor data.
5. Call between Telephony provided to Edge is crucial to test thoroughly as issue lies between these two component. 

If you haven't already run the WebRTC Troubleshooter both during the issue and when no issues are occuring and check the results in detail.  Should at least give you a place to start.