Distorted/ Unclear Audio with Contact center agents

[SamithMadhukalpa5866]

CUCM version: 11.5.1.15900-18

CCX version: 11.6.2.10000-38

IM and P version: 11.5.1.16910-12

We are getting complaints from the customer about the Distorted/ Unclear Audio with Contact center agents at the start of the call once initiated. But it gets clear and smooth after Hold and Unhold the call. There is no issue with link utilization as well.

What can be the reason for this?

Please advise.

[Elliot Dierksen]

Please provide more information about your environment. What kind of PSTN connection do you have (SIP, PRI, etc)? Are your agents using soft phones (If so, what client) or hard phones? Are they on location or remote? If they are on site, are they co-located with the application servers and PSTN or remote? If remote, what kind of WAN connections do you have?