[cisco-voip] Odd one-way/no audio issues with just one user

[Wes Sisk (wsisk)]

"A packet capture from the phone shows the RTP stream with no audio."

Can you clarify? Payload is 7F or FF (silence) or is the sound payload completely missing? Ala sound suppression on.

Any headsets in play? Headset selection? We've tracked several of these to contact center agents using headset button to answer/disconnect calls and inadvertently redirecting their audio channel.

-Wes

________________________________
From: cisco-voip [cisco-voip-bounces at puck.nether.net] on behalf of Erick B. [erickbee at gmail.com]
Sent: Tuesday, September 17, 2013 2:45 PM
To: Ryan Ratliff (rratliff)
Cc: voip puck
Subject: Re: [cisco-voip] Odd one-way/no audio issues with just one user

A packet capture from the phone shows the RTP stream with no audio. The operator gets calls from all locations though so the problem calls come in multiple PRIs and not just one so can't pinpoint it to a particular gateway / PRI issue. A majority of the calls do come in the same gateway though and the PRI is clean (no errors). Let me look through the CMR records for some problem calls. I do have a TAC case on this also. Just looking for some more ideas as I've tried almost everything and this is pretty odd.


On Tue, Sep 17, 2013 at 1:09 PM, Ryan Ratliff (rratliff) <rratliff at cisco.com<mailto:rratliff at cisco.com>> wrote:
What do the CMR records say about those calls?

-Ryan

On Sep 17, 2013, at 12:51 PM, Erick B. <erickbee at gmail.com<mailto:erickbee at gmail.com>> wrote:

Hi,

Anyone have any ideas on this?

Older system, CUCM 6.1.1a (no SUs) that has been running fine for years and past 2-3 months only one user is having problems with no audio or one way audio on calls. The IP Phone user can't hear the outside caller. External calls have issue mostly. Problem happens 1-2 times a day.

We have replaced the 7962 phone, headset, put it in another switch port. Updated firmware to 8.5.2 (latest compatibile with 6.1 per docs). I have updated the IOS on the MGCP voice gateway from 12.4(15)T4 to 12.4(15)T17 and that fixed a duplicate DTMF issue (user was hearing DTMF tones on some calls) and also seemed to help the problem calls as there are less since the IOS upgrade but still 2-3 a day compared to a dozen or so before the IOS upgrade.

I haven't been able to duplicate the issue with several hundred calls in, it is very sporadic.

I know the CCM version is old, thinking about applying latest SUs for 6.1 until the client can update to newer hardware. Just strange only one user having this problem. We checked around several times.
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