Genesys Cloud - Main

I have a customer that is having severe audio quality issues. Mostly on WebRTC phones. The captures from the Edges are fine

We are trying to understand the voice path when using an WebRTC phone

Does the audio go directly from the Edge to the PC or does it go up to AWS and back to customers premises?

SIP Provider <--> Edge <---> Webrtc phone or  SIP Provider <--> Edge <---> PureCloud AWS <-->Webrtc

How about a Polycom phone? Does the audio go directly from the Edge to the Polycom phone?

SIP Provider <--> Edge <---> Polycom phone or  SIP Provider <--> Edge <---> PureCloud AWS <-->Polycom

Does recording make a difference in determining the Audio Path?

Thanks for your help
#SIP/VolP

------------------------------
Kleid Gjataj
Mindsight
------------------------------

It depends on your deployment model, using managed edge vs LDM etc.. You can use chrome://webrtc-internals/ link to check the webrtc connection specs.

------------------------------
Gomathi Vasagam
------------------------------

Original Message:
Sent: 08-22-2019 12:45
From: Kleid Gjataj
Subject: Edge deployment voice path

I have a customer that is having severe audio quality issues. Mostly on WebRTC phones. The captures from the Edges are fine

We are trying to understand the voice path when using an WebRTC phone

Does the audio go directly from the Edge to the PC or does it go up to AWS and back to customers premises?

SIP Provider <--> Edge <---> Webrtc phone or  SIP Provider <--> Edge <---> PureCloud AWS <-->Webrtc

How about a Polycom phone? Does the audio go directly from the Edge to the Polycom phone?

SIP Provider <--> Edge <---> Polycom phone or  SIP Provider <--> Edge <---> PureCloud AWS <-->Polycom

Does recording make a difference in determining the Audio Path?

Thanks for your help
#SIP/VolP

------------------------------
Kleid Gjataj
Mindsight
------------------------------

Maybe this test will help to clarify some of the issues:
https://apps.mypurecloud.com/webrtc-troubleshooter/#/audio
(especially to log).

Audio for WebRTC with LDM goes from the EDGE to the endpoint, from what I know.
Do you have more than 1 EDGE?

Marcel - Cloudoe

------------------------------
Marcel Ostendorf
Cloudoe BV
------------------------------

Original Message:
Sent: 08-22-2019 12:45
From: Kleid Gjataj
Subject: Edge deployment voice path

I have a customer that is having severe audio quality issues. Mostly on WebRTC phones. The captures from the Edges are fine

We are trying to understand the voice path when using an WebRTC phone

Does the audio go directly from the Edge to the PC or does it go up to AWS and back to customers premises?

SIP Provider <--> Edge <---> Webrtc phone or  SIP Provider <--> Edge <---> PureCloud AWS <-->Webrtc

How about a Polycom phone? Does the audio go directly from the Edge to the Polycom phone?

SIP Provider <--> Edge <---> Polycom phone or  SIP Provider <--> Edge <---> PureCloud AWS <-->Polycom

Does recording make a difference in determining the Audio Path?

Thanks for your help
#SIP/VolP

------------------------------
Kleid Gjataj
Mindsight
------------------------------

Yes, the sRTP goes directly between the edges and the WebRTC clients when all are on the same LAN (local edges on premises).

If the WebRTC Client is not on the same LAN as the Edge, the sRTP has to flow across the internet to get to the edge.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 08-23-2019 09:36
From: Marcel Ostendorf
Subject: Edge deployment voice path

Maybe this test will help to clarify some of the issues:
https://apps.mypurecloud.com/webrtc-troubleshooter/#/audio
(especially to log).

Audio for WebRTC with LDM goes from the EDGE to the endpoint, from what I know.
Do you have more than 1 EDGE?

Marcel - Cloudoe

------------------------------
Marcel Ostendorf
Cloudoe BV

Original Message:
Sent: 08-22-2019 12:45
From: Kleid Gjataj
Subject: Edge deployment voice path

I have a customer that is having severe audio quality issues. Mostly on WebRTC phones. The captures from the Edges are fine

We are trying to understand the voice path when using an WebRTC phone

Does the audio go directly from the Edge to the PC or does it go up to AWS and back to customers premises?

SIP Provider <--> Edge <---> Webrtc phone or  SIP Provider <--> Edge <---> PureCloud AWS <-->Webrtc

How about a Polycom phone? Does the audio go directly from the Edge to the Polycom phone?

SIP Provider <--> Edge <---> Polycom phone or  SIP Provider <--> Edge <---> PureCloud AWS <-->Polycom

Does recording make a difference in determining the Audio Path?

Thanks for your help
#SIP/VolP

------------------------------
Kleid Gjataj
Mindsight
------------------------------

Thanks George - What if the call is recorded? Does it have to through the internet in that case?

------------------------------
Kleid Gjataj
Mindsight
------------------------------

Original Message:
Sent: 08-23-2019 09:42
From: George Ganahl
Subject: Edge deployment voice path

Yes, the sRTP goes directly between the edges and the WebRTC clients when all are on the same LAN (local edges on premises).

If the WebRTC Client is not on the same LAN as the Edge, the sRTP has to flow across the internet to get to the edge.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 08-23-2019 09:36
From: Marcel Ostendorf
Subject: Edge deployment voice path

Maybe this test will help to clarify some of the issues:
https://apps.mypurecloud.com/webrtc-troubleshooter/#/audio
(especially to log).

Audio for WebRTC with LDM goes from the EDGE to the endpoint, from what I know.
Do you have more than 1 EDGE?

Marcel - Cloudoe

------------------------------
Marcel Ostendorf
Cloudoe BV

Original Message:
Sent: 08-22-2019 12:45
From: Kleid Gjataj
Subject: Edge deployment voice path

I have a customer that is having severe audio quality issues. Mostly on WebRTC phones. The captures from the Edges are fine

We are trying to understand the voice path when using an WebRTC phone

Does the audio go directly from the Edge to the PC or does it go up to AWS and back to customers premises?

SIP Provider <--> Edge <---> Webrtc phone or  SIP Provider <--> Edge <---> PureCloud AWS <-->Webrtc

How about a Polycom phone? Does the audio go directly from the Edge to the Polycom phone?

SIP Provider <--> Edge <---> Polycom phone or  SIP Provider <--> Edge <---> PureCloud AWS <-->Polycom

Does recording make a difference in determining the Audio Path?

Thanks for your help
#SIP/VolP

------------------------------
Kleid Gjataj
Mindsight
------------------------------

Yes. Calls are recorded on the Edge, but that does not change anything about the path for the RTP/sRTP. All RTP/sRTP always go through the Edge for PureCloud.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 08-23-2019 10:39
From: Kleid Gjataj
Subject: Edge deployment voice path

Thanks George - What if the call is recorded? Does it have to through the internet in that case?

------------------------------
Kleid Gjataj
Mindsight

Original Message:
Sent: 08-23-2019 09:42
From: George Ganahl
Subject: Edge deployment voice path

Yes, the sRTP goes directly between the edges and the WebRTC clients when all are on the same LAN (local edges on premises).

If the WebRTC Client is not on the same LAN as the Edge, the sRTP has to flow across the internet to get to the edge.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 08-23-2019 09:36
From: Marcel Ostendorf
Subject: Edge deployment voice path

Maybe this test will help to clarify some of the issues:
https://apps.mypurecloud.com/webrtc-troubleshooter/#/audio
(especially to log).

Audio for WebRTC with LDM goes from the EDGE to the endpoint, from what I know.
Do you have more than 1 EDGE?

Marcel - Cloudoe

------------------------------
Marcel Ostendorf
Cloudoe BV

Original Message:
Sent: 08-22-2019 12:45
From: Kleid Gjataj
Subject: Edge deployment voice path

I have a customer that is having severe audio quality issues. Mostly on WebRTC phones. The captures from the Edges are fine

We are trying to understand the voice path when using an WebRTC phone

Does the audio go directly from the Edge to the PC or does it go up to AWS and back to customers premises?

SIP Provider <--> Edge <---> Webrtc phone or  SIP Provider <--> Edge <---> PureCloud AWS <-->Webrtc

How about a Polycom phone? Does the audio go directly from the Edge to the Polycom phone?

SIP Provider <--> Edge <---> Polycom phone or  SIP Provider <--> Edge <---> PureCloud AWS <-->Polycom

Does recording make a difference in determining the Audio Path?

Thanks for your help
#SIP/VolP

------------------------------
Kleid Gjataj
Mindsight
------------------------------

Original Message------

Yes. Calls are recorded on the Edge, but that does not change anything about the path for the RTP/sRTP. All RTP/sRTP always go through the Edge for PureCloud.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

It takes the routing path set up for your network based upon the IP addresses, so it should stay on the WAN. You should do some packet analysis to see what addresses are being use and the routes taken for your sRTP traffic to be sure.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 08-23-2019 11:20
From: Kleid Gjataj
Subject: Edge deployment voice path

So calls get recorded on the Edge and then uploaded to PC.

The LDM voice path still goes from the Edge to WebRTC/Polycom directly, if they are on the same LAN. What if the WebRTC/Polycom is over the WAN from the Edge, but still reachable as in the same network. Do we keep the audio in the internal WAN in that case or do we go over the Internet?

 

 

Kleid Gjataj

Principal Consultant, Contact Center

EMAIL KGjataj@gomindsight.com

PHONE 630-981-5072

 

 

2001 Butterfield Road | Suite 250 | Downers Grove, IL 60515

gomindsight.com | service 630-981-5119

 

Original Message------

Yes. Calls are recorded on the Edge, but that does not change anything about the path for the RTP/sRTP. All RTP/sRTP always go through the Edge for PureCloud.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------