Static on Menu greeting when users dial Toll free number

[donayaan]

Hi,

We hear static on menu greeting when users dial toll free numbers. We see Jitter and packet discards in trace and when we status medpro board but our network team says they dont see any network issue.

What i am looking for is

what route the call took to get to the switch to play the announcement?

Is there jitter on all calls coming through the phone switch over to the IVR?

Have we traced where calls are coming in and out of the environment?

Have we isolated problem calls to specific trunk groups?

Here is the trace,

13:47:57 Calling party trunk-group 5 member 2 cid 0x2459
13:47:57 Calling Number & Name 7054746162 NO-CPName
13:47:57 active trunk-group 5 member 2 cid 0x2459
13:47:57 dial 101500
13:47:57 vector 201 cid 0x2459
13:47:57 active announcement 169999 cid 0x2459
13:47:57 hear annc board 08A14 ext 169999 cid 0x2459
13:47:57 dial 102374
13:47:57 ring vector 100 cid 0x2459
13:47:57 G711MU ssff ps:20 rn:242/1 10.91.34.27:30060 10.91.34.88:62244
13:47:57 xoip: faxff modemff tty:US 10.91.34.88:62244 uid:0x6a37
13:47:58 active station 184093 cid 0x2459
VOIP data from: 10.91.34.88:62244
13:48:09 Jitter:3 3 0 0 0 0 0 0 0 0: Buff:15 WC:11 Avg:3
13:48:09 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0
VOIP data from: 10.91.34.88:62244
13:48:17 Jitter:3 3 3 1 2 6 7 7 7 0: Buff:19 WC:11 Avg:4
13:48:17 Pkloss:0 0 0 0 0 0 0 0 0 0: Oofo:0 WC:0 Avg:0
13:48:27 idle trunk-group 5 member 2 cid 0x2459

 

[dufus2506]

What sort of IVR do you have? I presume it's VoIP.

Depending on your environment, you may have a call entering a gateway, and extending to another gateway (across medpro boards) then on to the IVR. That's not necessarily true, it could also stay within the same gateway.

The most important thing to do to ensure things will work well, is make certain that your network switch is a managed switch, the network switch ports for the PBX CLan cards, Medpro boards, and IVR are on their own VLan, and that the ports are marked as full duplex at 100Mbs.

This could be something simple, like a network switch port that's not set to full duplex. Have every port checked carefully.

Carpe dialem! (Seize the line!)

 

[donayaan]

Thanks,

It is VOIP.

looking at the trace can you tell me the call flow ?

and

Jitter is from phone switch to IVR?

 

[dufus2506]

Yes. The jitter you see is from the phone switch to the IVR.

You may also consider checking your CLan, and Medpro board IP configurations. Make sure they're setup to use the proper network router to route their packets.

Same thing goes for the IVR. If the IVR isn't using the correct router to route it's packets, it may be sending them to the PBX using a slower route with more hops.

Another thing to consider is the quality of your IVR recordings. If they were converted wrong, you could have lousy audio from the beginning. Try copying an audio file from the IVR to another machine and playing it there to see if the quality is bad.

Carpe dialem! (Seize the line!)

 

[donayaan]

Thanks Again,

Whats the call flow ?

Is it that call seizing trunk group 5 then going to vdn and then dialing vector before playing announcement ?

 

[dufus2506]

Yes. If you picked up your phone, and dialed 102374, you should hear the IVR directly. This would eliminate the incoming call path. The internal call path between multiple switch gateways may not change, so you may still hear the same static.

Carpe dialem! (Seize the line!)