[cisco-voip] Listener Echo

[Ed Leatherman]

Anyone had to troubleshoot listener echo?

I've been reading up a good bit on echo from some docs on CCO, but
it's all related to talker echo. So far what i've googled up gives a
good definition of listener echo, but nothing really on how to address
it.

The symptoms some of my call center agents have reported are where
they are hearing an echo of the caller rather than themselves. The
echo is very close to the "real" audio from the caller, so i think if
there was just a little bit less latency out where its getting
generated, it wouldn't even be perceptible. My call center itself is
on our campus LAN, network latency between them and the PSTN gateway
is by and large under ~4ms based on my IPSLA stats.. but I don't think
this leg of the call has anything to do with the problem.

This doesn't seem like it can be fixed with the echo cancelers on my
gateways, at least in my limited understanding of how they operate (no
transmit signal to compare to). This call center deals primarily with
pharmacies (walgreens, walmart, supermarkets, etc). If I can find some
sort of pattern here and establish that it's callers from a specific
phone number or company, is there something on my side I can even do
to fix this?

I told them to make sure the caller wasn't on a speaker phone and try
to establish some sort of pattern of problem calls.

-- 
Ed Leatherman
Assistant Director, Voice Services
West Virginia University
Telecommunications and Network Operations