Voip Voice Breaking Up And Losts Problems

[CTSLTW]

Hi, everyone

I have experience voice quality issue for the passed few months and trying to resolve and still not able to find the problems...What we have experience is when we answer the call or dialling out to clients.

Current Problem Encounter With Voip
Scenario1 is Clients have experience while talking half way and the voice suddenly become softer to the point as there are unable to hear us clearly. And the client keep saying "Hello"!! "Hello"!! but our side can hear them clearly.

Scenario 2 is We sometime talking to the client and half way through the conversion. We are unable to hear the complete sentences from the Client. The voice just lost in transit...then come back on again.

Scenario 3 is While talking to the client. We can hear breaking voice not very smooth on and off.

Scenario 4 is our internal extensions also encounter voice breaking issue. While calling our colleagues internally. Sometime, we are unable to hear clearly with voice breaking up issue.

What we have done...
Things done 1. Separated the Voice and Data totally. All related voice equipment and phone extensions is on one stack of Hp Switches. Even currently our network is on Vlan..

Things done 2. Configure QoS on Voice Switches and set full 100Mbps on the Voice Switches. Upgrade all the Voice Switches firmware. Replaced one of the Voice Switches which we have encounter packets lost issue.

Things done 3. Check on our ISDN30 Lines for our Voip. There was line issue of clearly hear breaking voice. And resolve by the Line vendor. But that does not solve the above voice issue.

Things done 4. Replaced the two VM Cards by our Voip Vendor. And also test the IP Office 500 V2 box (Where the ISDN30 Lines Connected to the Box) individually. We have two IP Office 500 V2 Boxes. But after testing more than a week for each box. We still encounter the same problem.

After all the above things done and trying to resolve the voice quality issue. We still unable to resolve. May I know anybody have experience the above problems and able to resolve. Or we may have missed some troubleshooting areas...

Our Voip Setup...
Edge Switch HP 2620-48-PoE+ Switch (J9627A)- Voice
ISDN30 (Line for Voip)
Two IP Office 500 V2 boxes (Redundancy)
Two IP Office Manager (Redundancy)
One IPO Contact center

 

[janni78]

Are the calls that have problems going through IPOCC or are also direct calls effected?
Are internal calls effected?

You really should demand that your vendor gets to the bottom of this or gets outside help solving it, they at least need to have a plan.
It's not acceptable that you have sound issues for months.

"Trying is the first step to failure..." - Homer

 

[mattKnight]

>and set full 100Mbps on the Voice Switches

never, ever do this, always use auto negotiation on both ends. It is the cause of more network issues that virtually anything else



Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[CTSLTW]

Hi, everyone

Janni78 - Yes, all calls issue can happen at IPOCC, direct and internal calls. The vendor have no ideal...our problems seems very unique...

mattKnight - Setting full 100Mbps was recommended by the Avaya Vendor

May I know with what I have done on the troubleshooting and replacement of hardware? What can cause the Voice issue? Infact, all our network cables (Cat 6) is newly installed. Or though, this may not be a issue...We have followed the configuration of the Avaya product for Voip have set as requirement for a Voip best practice.

 

[mattKnight]

>mattKnight - Setting full 100Mbps was recommended by the Avaya Vendor

Then you need a better vendor.

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[janni78]

You can ask them what they based that recommendation on =)

These are the Avaya recommended settings based on IP Office unit.

LAN Ports are Fixed as described here:
IP401, IP403 and IP406: Half duplex
IP412: Use the LAN1 port and Half duplex
Small Office Edition: Full duplex
IP500 is auto-negotiate - All IP Office LAN ports are 10Mbps/100Mbps auto sensing

"Trying is the first step to failure..." - Homer

 

[amriddle01]

But regardless, I can pretty much guarantee this is a network/network equipment issue, always is with voip. This is not an issue with the system or phones, the network is responsible for carrying the voip traffic, if it comes out crap at the other end its always the network or equipment that forms it that's responsible.

Like when you receive a parcel that's been mangled, it's unlikely it left like that and the damage was done in transit, blame the courier

 

[gwebster]

You have one end of the ethernet connection set to auto-negotiate and the other end hard coded to full 100 Mbps. Under this scenario, the auto-negotiate end is able to correctly detect the speed but cannot detect the duplex mode. For backwards compatibility, the autonegotiating end MUST use half duplex. Therefore, the autonegotiating end uses half duplex while the non-negotiating end is locked to full duplex, and this is a duplex mismatch. The busier the link becomes, the worse performance you will get.

The same mismatch will happen between any phones which are set to auto-negotiate (which is the default) and any switch which is hard-coded.

Change your data switches to auto-negotiate.