I want to ask your help in one issue that we are facing with our contac center., where the customer reportes noisy and even dropped calls. I have noticed that this issue only happens when all our available agents are busy on call and we have more than 6 calls on queue so I think this issue is related to the capacity of the link but I do not know how to validate that.
I checked the interface of the cube where the link is directly connect looking for input or CRC erros but no erro in the interface, so I do not know what more can I validate to discard that the issue is on our devices ( cube, call manager or uccx).
Your suggestion will be really appreciate
As for capacity issues-call drop can be caused by IVR ports quanity limitations.
How many IVR ports in existing license do you have?
Can you call and check line performance by dialing IVR DN from one of ip phones?
If everything is ok with dialing your agents from inside DN,so it's not CCX issue.But first of all check things above.
we have 20 ccg ports that I think is the same number of IVR ports
We have done some test calls while we are facing the issue, the calls between extensions and dialing IVR DN do not present issues.
I found a cisco document for voice quality and the exactly symtoms are:
So,it's the CUCM Telco issue i think.
I hope your CCX set to G711,please check codec based issues with your PRI ports,MTP and transcoding settings.Check also your MRGL settings.
Sometimes it happens when recording and monitoring module has wrong settings.Like SPAN or SPANless.
It will be great if you attach here some example voice file with issue.