Watchguard XTM 330/Avaya IP Office Version 9 - softphone voice quality terrible

[tfolino]

I posted to the IP Office forum without response so I thought I would try the Watchguard forum now. We recently moved our computer room to a new location and installed a Watchguard XTM 330 and I deployed VPN SSL clients. We moved an ATT Flex reach circuit to this location and installed a new Avaya IP Office 9.0 phone system. We deployed hard phones using H323 in the office and Avaya IP Office softphone version 3.2.3 which show IP Office Video Softphone when you log them on.

Previously I was running an Avaya Definity G3 switch with a Firebox III (yes it was still running) with MUVPN IPSEC and some PPTP clients in on computers running Windows 7 with the softphone in Windows XP Mode because our softphone version was version 4.

Voice quality on the softphones on the old system was fine.

On the new system all the softphone users experience calls that are breaking up, crackling and at times impossible to hear.

ATT just finished running call capture tests tonight and the voice is clear at their router level (they sent me the recordings), it's once the calls get past the ATT router that the call quality erodes.

I ran the softphone troubleshooter and it said:

- You are successfully registered with the SIP server

- Limited data sent/received, possible codec mismatch

- Audio quality is poor.

The CODEC on the ATT router and on the softphone in the Avaya Manager is set to G711.

Any suggestions on how to solve this problem would be greatly appreciates. My users and our customers are not very happy right now and I don't blame them.

Thank you.

 

[hairlessupportmonkey]

Ill keep the thread alive in the IPO Forum since I install both WG and IP Office.

ACSS - SME
General Geek

 

[tfolino]

I worked with WatchGuard and changed the encryption level to Blowfish and disabled the QOS on the SSL-VPN policy and my call center agents can now hear fine, however, the callers are saying the agents are still breaking up. This is happening even on users that have 30MB of bandwidth, so it's not just on users with lower Internet connections.

Any suggestions on what I should try on the one way audio issue on the caller side?

 

[hairlessupportmonkey]

Try implementing some traffic management on the policies.

ACSS - SME
General Geek

 

[buwrito]

We had similar issues using an XTM 510 as a router and routing voice traffic from one vlan to another. We worked with Watchguard for a month on this and they were never able to give us a clear answer on what was going on. We tried setting up traffic management and giving priority to the voice traffic and voice vlans but it never worked.

In the end, we purchased an XTM that could handle more throughput and the issues went away. If I might suggest, turn off the IPS on any rule that routes voice traffic. That cleared up a lot of our issues. Also, if you setup a phone in your server room do you have call quality issues?