IP agent 7 Volume drama 6

[DOIMPRO]

We are using the CM 3+ in a huge design. We take calls via AT&T ISDN LD trunks and are having major drama with IP agent 7 and telecommuter volume issues. Around 70% of all IP agent users report repeated low volume and difficulty hearing the callers as well as reported callers not being able to hear the agent users. We also use IP 4610's, Call masters to MG's and do not encounter any drama from these situations. We have worked a band-aid by rerouting telecommuter calls to another trunk (Local Carriers) and improved the volume issues some but still don’t seam to be where it should be. Please note: transferred calls from 4610's and other hard phones during conference calls do not experience this issue. Only IP agents. I have reached out to Avaya for assistance but I am still waiting. With DS1 channel gain affecting all users globally and trunk to trunk being root for IP agent is there anything I may have missed? Ideas?

Typical Call flow is as follows
Call arrives on trunk 50, call connects to telecommuter mode on trunk 50 (Trunk to trunk) – 70% of calls report low volume

Test calls from local trunk direct to agent are very good.\
Test calls direct to agent from internal are very good

Direct calls on same trunk group to other hard phones are very good
Conference from hard phones trunk 50 to trunk 50 are very good.

 

[matthartt]

Are you using Echo Cancellation on your DS1's?

I found this thread yesterday that talked about how if you DO use Echo Cancellation that it will effect volume by which number you choose:

http://www.tek-tips.com/viewthread.cfm?qid=1280212&page=1

If you are not using it then I have no idea sorry.

 

[DOIMPRO]

we are not using that feature, I ponder the thought that pcm to sip to tdm to g.729 with a bridge to G.729 for recording then back to g.729 to tdm to tdm to sip to pcm kills this whole mix... but its probably the goofy side of me.



Echo Cancellation? n

**PCM greese is not for consumption

 

[dufus2506]

I would turn on echo cancellation if your DS1 cards support it.

It does improve things. I had low audio problems to an EMMC that were solved when I activated echo cancellation.

Carpe dialem! (Seize the line!)

 

[DOIMPRO]

my concern is the 1400+ stations already using this without the volume issues. these stations are global in location so any changes to the Ds1's will rollout to all locations. even thoug this will probably improve my 30 or so test IP agent users, its still a concern.

Anyone using the echo feature know what it does to normal calls? I cannot live with overmodulation so I have avoided individual DS1 changes.

 

[dufus2506]

The good thing about the echo cancellation feature is you can implement it on the fly. Calls in progress are not affected at all. In fact, once it's implemented, you can actually change the setting at the DS1 level with a call in progress, and hear the results of the change during your test call.

You would activate the echo cancellation on the DS1 configuration page for each DS1 in the trunk group. Then, you activate it on the trunk group.

It takes about 20-30 minutes for all of the ports to catch up, and be using echo cancellation. (Unless you're willing to busy out the trunk group, make the change, and unbusy.) The system makes the setting as it periodically updates the port settings during regular system operations.


Read up on the settings here:

https://avaya.com/master-usa/en-us/resource/assets/applicationnotes/echo_setup.pdf

Be sure to check on the differences between a TN464GP and a TN464HP. They have different settings. (One has 4 levels of echo cancellation, and the other has 8. I forget which is which.)



Carpe dialem! (Seize the line!)

 

[DOIMPRO]

the good news, I can try this setting on the first Ds1 TN464HP..... The bad news.... My trunk is littered with TN464F's which has no option for echo..... /cry

 

[DOIMPRO]

Will the echo options on the trunk impact this for the older 464's?

 

[DOIMPRO]

I have an open ticket with Avaya T3, stay tuned, but please comment on any ideas that come to mind. I must get this resolved.

Surprise! Most loopback jacks are located conveniently behind the ear and above the leg

 

[jimbojimbo]

THIS IS A KNOWN ISSUE (ALTHOUGH UNDOCUMENTED). IN CM3.x CALLS PASSING BETWEEN IP CONNECTED PORT NETWORKS INDUCE A 6 DB LOSS. THERE IS A PHANTOM LOSS GROUP BETWEEN THE PORT NETWORKS.

VERIFY IN THE LOSS PLAN 13 TO 18 and 18 TO 13 ARE SET TO ZERO. YOU WILL PROBABLY FIND 13 TO 18 WITH A VALUE OF 6.

 

[DOIMPRO]

thank you Jim, looking for this now

Surprise! Most loopback jacks are located conveniently behind the ear and above the leg

 

[DOIMPRO]

you have the floor jim....

2 PARTY LOSS PLAN
TO: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19
1: 0 0 0 0 0 0 0 0 0 3 0 0 0 0 0 3 3 0 0
2: 0 0 0 0 0 0 0 0 0 3 0 0 0 0 0 3 3 0 0
3: 3 6 0 0 0 0 0 0 0 3 0 0 0 0 0 3 3 6 6
4: 0 0 -3 0 0 3 3 3 2 3 0 0 0 0 2 3 3 0 0
5: 0 0 -3 0 0 3 3 3 2 3 0 0 0 0 0 3 3 0 0
6: 0 0 -3 3 3 6 8 6 5 5 5 3 3 3 5 3 3 0 0
F 7: 0 0 -3 3 3 8 8 6 5 5 5 3 3 3 5 3 3 0 0
R 8: 0 0 -3 3 3 6 6 6 3 5 3 3 0 0 3 3 3 0 0
O 9: 0 0 -3 2 2 5 5 3 0 0 2 -3 -3 -3 0 3 3 0 0
M 10: 3 3 0 3 3 5 5 5 0 0 3 -3 -3 -3 3 3 3 3 3
11: 0 0 -3 0 0 5 5 3 2 3 0 0 0 -3 0 3 3 0 0
12: 6 6 3 6 6 9 9 9 3 3 6 0 0 0 6 3 3 6 6
13: 6 6 0 6 6 9 9 6 3 3 6 0 0 0 6 3 3 6 6
14: 6 6 0 6 6 9 9 6 3 3 3 0 0 0 6 3 3 6 6
15: 0 0 -3 2 0 5 5 3 0 3 0 0 0 0 0 3 3 0 0
16: 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
17: 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3
18: 0 0 0 0 0 0 0 0 0 3 0 0 0 0 0 3 3 0 0
19: 0 0 0 0 0 0 0 0 0 3 0 0 0 0 0 3 3 0 0


Surprise! Most loopback jacks are located conveniently behind the ear and above the leg

 

[DOIMPRO]

why would this be limited to IP agent trunk to trunk if its a PN loss group?

Surprise! Most loopback jacks are located conveniently behind the ear and above the leg

 

[jimbojimbo]

You may actually see this on calls passing from port network to port network however it may not be as dramatic so people may not realize it. Also if you are using IP then you are probably going direct from PN to Phone/PC so you do not experience the loss. The trunk to trunk 13-18-13 with telecommuter agents bit me hard. Change the value from 6 to 0 and life will be much better. You may still experience some loss from the PSTN side but putting the 6db back will be a good starting point.

 

[DOIMPRO]

Will do, stay tuned

Surprise! Most loopback jacks are located conveniently behind the ear and above the leg

 

[DOIMPRO]

While I am waiting on my own change management for this, I wanted to share with the other readers the details as to why jimbo tagged the 13 to 18... I wasnt aware of the common thread that pointed these two out until I found very helpful articals on this change. I wanted to ask jimbo, but figured if I learned why he stated these things I could follow his path on my own as well (My specific troubleshooting methods require me to flowchart at all times)

So here goes

This link gives a good learners view on how these loss groups apply to the cm

http://support.avaya.com/elmodocs2/distributedoffice/r1_1_1/03-602554.pdf

as outlined the 13 to 18 are also identified. Happy learning troops!

Surprise! Most loopback jacks are located conveniently behind the ear and above the leg

 

[DOIMPRO]

Improvement already noticed, stay tuned for details

Surprise! Most loopback jacks are located conveniently behind the ear and above the leg

 

[DOIMPRO]

Final, I am using our elite services to leverage for a PSN on this issue. This is in fact linked to the post from Jimbo. There is a underlying connection from the default loss group of 13 to the loss group of 18 (Probably due to the trunking ability of the backplanes) removing the default 6db loss on the 13 to 18 pattern and setting it at zero corrects this trunk to trunk low volume issue.


Thank you tek-tips and specific thanks to Jim!


Surprise! Most loopback jacks are located conveniently behind the ear and above the leg