We've been having intermittent call quality issues with out users that are using Jabber. The main issue reported is that the agent can't hear the customer, call cutting in and out/sounding robotic. It appears the customer can hear our agents when this is occuring. We have other groups that are on hard phones, no issues with call quality. Voice Engineer has put QoS in place and verified with wireshark. Bandwidth use on the network has been spiking a bit, but shouldn't QoS solve for that? When listening to calls that agents report issues on via mediasense the call sounds fine, also verified with wireshark we aren't losing packets on test calls that were captured.
Is it possible that the packets are making it through the network fine but the cpu is having a hard time assembling the packets? I'm not seeing any system resources spike on the agents machine, but haven't caught it on a choppy call. Any insight would be great if others have had similar issues.
