SP30 and PC Sound Loss

[Punisher79]

We just got a NEC 2400 IPX PBX installed and we are using version 11 of the DTerm SP30 for our call agents to use as a softphone. We are using either Plantronics MX10s connected to our internal sound cards using Plantronics headsets or Plantronics USB DSP400 headsets. We are having major problems where the agent will loose the ability to hear or be heard on the phone. The only fix we have is A REBOOT. Something in memory or system is being taken up and not released. Our VOIP QOS setup is solid and we are seeing great MOS scores so it's not a network issue. It's happneing on all different types of machines, but all we have are DELL Optiplex PCs. Plenty of power, at least 512MB of RAM and most have 1GB. P4 2.4GHZ or more. We are out of ideas and the NEC consultant has nothing to offer, just "your PCs are broke." ANY IDEAS???

 

[mextera]

You referenced your MOS scores but stopped short of giving those scores?

What is your MOS scores?

Have you taken an IP Phone and placed in place and try same type of calls?

NEC has revision 13 for the SP30. Not sure what the fix is. But it would be worth it to upgrade a station or two and check what is happening.





Mextera

 

[Punisher79]

Our MOS scores are 4.1 or better on all calls. Our bandwidth is only 3-4% of our total network. Voice has precidance over data everywhere. Yes, we've taken an DTermIP phone and they work fine, no sound loss whatsoever. Only on the softphone.

How would I get access to revision 13 of the SP30? We had to harrass our NEC rep to get v11.

 

[mextera]

MOS score 4.1 on a SP30 is probably the okay. SB a little better.

You have to get with the NEC Rep for a download its on their web site.



Mextera

 

[smoom]

From the NEC website this was posted about Release 13

Version 13.X.X.X Feature Enhancements:

Differentation of Ring Tones
Automatic Speech Recording(Business Mode)
Sent text message from Call Log
Text Messaging Enhancements
Login/Password Setting Change
New USB Handset UTR-1-1RoS

 

[Punisher79]

Thanks for the info. Where are finding this information? Is this dealer only info I can't get at? NEC's website is lacking or I just can't find it.

 

[mextera]

this is found on a secured site

http://www.necntac.com

PW required. work with your dealer to help correct if this is a problem within the PC the logs should help.

Mextera

 

[ctvi]

If it is easier for you, order p/n 0221765 DTERM SP30 PHASE F SOFTWARE CD list price $130.00.

http://www.ctvi.com

 

[rotters]

Can you tell us a little about your network setup?
1. Are your pcs, phones and phone system on the same subnet? I.e. are you all on 10.10.10.1 ~ 10.10.10.254 with a subnet mask of 255.255.255.0?
2. What switches are you using?
3. Do you have spannig tree turned on or off?
4. Are you using novell or microsoft etc.?
5. How did you determine the MOS score?

 

[Punisher79]

Our network setup is as follows:

PCs are in a Class C 10. private subnet/VLAN, PBX,associated servers and PAD cards are in different class C 10. subnet/VLAN. The softphones use the IP of the PC and are not split into their own VLAN. We are using CISCO 6509s with Sup32 and very recent Enterprise versions of IOS. NEX came out and did a network assesment and said we had an excellent network. We have spanning tree turned off and use EIGRP. We are pure MS shop with Windows XP SP2 with NICs and ports set to 100MB/FULL for our workstations and Windows 2003 SP1 for our servers. We determined the MOS scores by sniffing the PAD card ports on our CISCO 6509 with Network Observer 11 and it calculates them for us. We can recreate the audio stream with N.O. and all the calls sound great.

 

[mextera]

Does this happen when SP30 is the only PC app running?



Mextera

 

[Punisher79]

Since we run a call center we have other applications running such as a Siebel CRM web app, a screen pop application written by Technology For Bussiness and misc Office applications. The PCs should have plenty of power, all P4 with at least 512MB of RAM

 

[mextera]

P4 with 512 doesnt seem like enough Beef.

Ive seen problems with specially written apps. Please have someone try this minus the apps.



Mextera

 

[ctvi]

Are the pcs and the pbx in the same vlan? If yes, what are you using the vlan for? If not, how are you routing between them?

Mextra suggested that you try to see if the problem is also with IP phones. This would eliminate the possiblity of the pcs or applications on the pc fighting/conflicting with the same resources or ports.

http://www.ctvi.com