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Voice Quality Issues Over SCN 2

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fakename05

fakename05

Technical User
Mar 20, 2006
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I have a customer that has 4 locations that are all SCN linked over their WAN. There are 2-406v2 systems, 1-412 at the central location, and 1-500. All of the sites use digital sets except the location with the IP500--they use 5610 sets. They have Cisco routers and switches. Everything sounds great most of the time but occasionally the voice quality is degraded so much that they hang up and use cell phones when calling between sites. Their voicemail also sounds bad from time to time.

The method of prioritization that they are using is to give the traffic from the IP address of the phone systems and from the voicemail pc the highest priority. That is how their network guys have it set up and they are blaming the poor audio quality on the fact that the 412 uses half-duplex on the ethernet port.

A tier 3 engineer isn't being much help. He simply says that it looks like network problems but offers no suggestions to what I should have their network people change to make this better.

Any suggestions?? This customer is getting frustrated. (and so am I!) Thanks for any help anyone can offer.



 
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What equipment is terminating the VPN connections between the sites??? The MTU value on the IP Office can not be changed and this conflicts with some Cisco equipment where the MTU value is lower and also con not be changed.
 
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The latest is that I've been told to change out the 412 to make sure there aren't problems with the ethernet port on the unit itself. It should arrive tomorrow and I'll change it out tomorrow night.

All of the customer's network equipment is Cisco. Would the MTU value cause excessive errors and collisions on the switch port? That is what is currently being reported.

Thanks!

 
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I changed out the 412 this morning. Still getting collisions and errors on the switch port's reports even when no calls are being made.

Any suggestions??

 
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I am having the same exact issue with a 412. it comes up as a 100/half and it has collisions and defered packets on it all the time. we are getting really bad call quality. this is a 7 site network now and growing. The 412 has like 130 users on it.

Kevin Wing
ACA- Implement IP Office
Carousel Industries
 
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I would hope you have tried the most obvious first step...change out the patch cord and/or test the cable between the IPO and switch.

 
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I have changed ports and cables. I even changed the 412. Still having the same issues. I'm in the process of re-escalating the ticket. The last one was closed by the tier 3 tech.

It is a 4 location SCN. The 412 has almost 200 users. The other sites have 45, 35, and 10 users respectively.

There are 8 expansion cabinets. I'm wondering if changing it to an IP500 would stop the collisions and at least point the customer back over to his network as the cause of the intermittent quality lags.

 
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I am thinking of trying the exact same thing. we have a 7 site network and calls between the remotes are fine. it is only when the 412 is in the mix we have issues. we get hundreds of collisions and defered paclkets on it. why would Avaya make the biggest of the IPO's 100/half. it can not be that hard to change it to 100/full.

Kevin Wing
ACA- Implement IP Office
Carousel Industries
 
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** fakename05 ** Can you please let me know which exact Build of firmware the sites are running, I have a hunch.

IMHO the 412 100/half has nothing to do with the fault at hand.

Mr IPO

ACA - Avaya Certified Associate
ACS - Avaya Certified Specialist
ACI - Avaya Certified Instructor
Components-t0098.jpg

 
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Mr IPO i am running 4.0.14 on mine. we have had issues with 3.2 as well.

Kevin Wing
ACA- Implement IP Office
Carousel Industries
 
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** kwing112000 **
Please outline the exact hardware installed at each site.
Do you have 406v2 'S ? along with the 412 in the SCN.

Mr IPO

ACA - Avaya Certified Associate
ACS - Avaya Certified Specialist
ACI - Avaya Certified Instructor
Components-t0098.jpg

 
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** kwing112000 **
Can you please outline the exact hardware at each site.
Do you have IPO 406v2 in the SCN ?

Mr IPO

ACA - Avaya Certified Associate
ACS - Avaya Certified Specialist
ACI - Avaya Certified Instructor
Components-t0098.jpg

 
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Mr IPO yes all my remote sites are 406V2 they all have digital phones. it is MPLS between the sites.

Kevin Wing
ACA- Implement IP Office
Carousel Industries
 
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So in essence you have

6 X 406v2's running 4.0(14)
1 X 412 Running 4.0(14) (SCN Master) and (VM Pro)

You mention that you were having the same issue on 3.2 do you know which build you were running?

Also can you please confirm your SCN Line Setup is configured so each remote site only has one line and the 412 (Master) has 6 lines to all SCN member sites. ?

Also that there is only 1 X VM pro Server in the network?

Sorry for all the questions, I have a hunch as I have just resolved an issue related to firmware bug at 3 large SCN sites for different resellers which were all running 4.0(14) and 3.2(x) related to excessive latency being generated on the 412 and 406v2 LAN interfaces. Fault only happened when resellers updated to 3.2 and then 4.0(10) and (14) to try and resolve. Once they went to 4.1(1201) the issue simply went away full stop, issue was high packet loss on all IPO interfaces and excessive latency when the IPO was involved.

I was never able to get to the bottom of the issue with AVAYA, but 4.1(1201) has resolved the issue in full!, we could however see via out fault finding that the IPO LAN interfaces were at fault but AVAYA would not investigate the issue further without excessive Packet and WAN tracing that was not going to happen as the client simply wanted it resolved so they rolled back all 3 Large SCN site to 3.1(65) and it was fine.

We deemed it as a unresolved firmware issue in 3.2(x) and 4.0(10) and 4.0(14)

I am not pursuing it as 4.1(1201) has resolved the issue at all 3 SCN sites in full.


Mr IPO

ACA - Avaya Certified Associate
ACS - Avaya Certified Specialist
ACI - Avaya Certified Instructor
Components-t0098.jpg

 
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I always feel for these kind of issues, please note I am not saying that this is the exact fix for your issue.

But upgrading to 4.1(1201) has resolved by ongoing issues !! at all 3 resellers sites for the issue that I was seeing which sound the same if I look at the tread.

If you were going to upgrade I would suggets that you only do 2 sites, 1 X 406v2 remote and the core 412 (Master)and confirm fix before upgrading the whole lot

We have only seen this issue in 3.2 and 4.0 not 4.1 or 3.1.

Mr IPO

ACA - Avaya Certified Associate
ACS - Avaya Certified Specialist
ACI - Avaya Certified Instructor
Components-t0098.jpg

 
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Mr IPO. i dont remember what 3.2 it was. i think it may have been 3.2.54. We have the SCN set up as you describe. Hub and spoke. with only 1 trunk at each remote and 6 at the main. I will try to upgrade 2 of them tomorrow and see what happens. I appreciate your help on this. We are actually upgrading them anyways because we have seen some other issues with 4.0.

Kevin Wing
ACA- Implement IP Office
Carousel Industries
 
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My customer has a 412 at the hub, 2-406v2 sites, and one IP500.

Because there is an IP500 we had to have at least 4.0 software. However, we have 4.1.12 on the 412 and 4.0.14 on the remote sites. (I'm not sure why those weren't upgraded but I'm going to try to do that tonight if I can get the customer to call me back.)

The IPO's are not meshed. It's hub and spoke with the 412 at the core.

One suggestion that tier 3 had was to make sure that the routing on the MPLS was set for hub and spoke. Doesn't that defeat the whole idea of MPLS?? Anyway, maybe there is something that can be set in the routers.

I just spoke with the customer. I'm going to try to find 4.1.1201. I think I only had 4.1.12. Not sure about the 01 at the end.

Thanks for your suggestions!!

 
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