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  • 1.  SIP Soft Phone Audio Issues

    Posted 10-12-2022 12:12
    Edited by Dipika Bedi 10-12-2022 15:00
    We have recently deployed SIP Soft Phone for multiple users, and many users (not all) are complaining of poor audio quality and static when using the soft phone. The person on the other end of the call cannot hear the user at all sometimes and the calls cut in and out.  It doesn't happen for every call, sometimes they will work well for 3-4 hours, and all of a sudden the quality will degrade.  We have tried re-provisioning and restarting Interaction Desktop but the issues persist.   When they switch to remote number, the call quality is fine.  These users are at home across different geographical locations.  Would appreciate any advice or settings we can check to improve the call quality.
    #AskMeAnything(AMA)
    #SIP/VolP
    #Telephony

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    Dipika Bedi
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  • 2.  RE: SIP Soft Phone Audio Issues

    Posted 10-13-2022 02:12
    See IDEA COOPLA-I-232

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    Andreas Tikart
    Fiebig GmbH
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  • 3.  RE: SIP Soft Phone Audio Issues

    Posted 10-18-2022 17:07
    Thanks for the reply.

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    Dipika Bedi
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  • 4.  RE: SIP Soft Phone Audio Issues

    Posted 10-18-2022 12:20

    Hi Dipika - The symptoms you describe are common for some of our remote staff with poor ISP connections.  We have found that ensuring staff are on a wired ethernet connection (No Wifi, Wireless Range Extenders or Powerline Adapters) and have bandwidth minimums of 15 Mbps Download and 5 Mbps Upload will provide a consistent reliable connection.



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    Raymond Hicks
    Sutter Health
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  • 5.  RE: SIP Soft Phone Audio Issues

    Posted 10-18-2022 17:09
    Thanks for your reply.  Most users have good internet connection 50 Mbps + up and down, and also the same users are using MS Teams without any issues which sounds like their internet connection should be fine for the most part.  There are some users who have had absolutely no issues and we can't seem to pinpoint the inconsistencies.

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    Dipika Bedi
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  • 6.  RE: SIP Soft Phone Audio Issues

    Posted 10-18-2022 17:58
    I believe MS Teams is using TCP.  We narrowed in on the issue by turning up Wireshark on CIC as well as the end users desktop, and were able to pinpoint packet loss to the SIP station at the users end.

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    Raymond Hicks
    Sutter Health
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  • 7.  RE: SIP Soft Phone Audio Issues

    Posted 10-19-2022 10:36
    The SIP Softphone is really a software version of a hardware SIP phone and was basically designed to be used on a LAN. Whilst it CAN work over a WAN (like the internet) the lack of any form of QoS and so on makes it unreliable.

    I would recommend looking at the WebRTC integration. This technology is designed to work over networks like the Internet, dynamically adjusts data rate requirements based on prevailing conditions, firewalls, NAT etc. etc.

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    Paul Simpson
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