Whisper Coaching - Audio received by agent is garbled

[cistera.com]

Hi.

I have completely implemented Whisper Coaching in Jabber Devices.

We have a supervisor jabber device that whisper coaches an agent who is speaking to a customer.
The issue I'm having is the audio that is heard on the agent device is garbled.

I am attaching a playback of the packet capture for the specific coaching session.

Security Profiles are set to 'Non-Secure'.

Also, regular phone calls are audible. The garble audio is only happening in a coaching session.

Can anyone please advise what could cause this issue?

Thank you

[bill.king1]

What version(s) of Jabber are you using? Also, are you using this as part of contact center vs. "regular" inbound phone calls, as there are some caveats to it.

[cistera.com]

Hey Bill,

I'm using Jabber 14.1.2 on this and we are/will be using it to coach regular inbound phone calls.

For the mentioned example tho, all tests were done locally between test jabber devices.

[Subram T]

Hi

We are evaluating your query, we shall respond appropriately.

[cistera.com]

Hi Subram T,

We just did another round of tests to make sure that this was only happening to coaching but it looks like it is specific to jabber clients using CWIC. Here are the test results:

Source	Source Application	Destination	Destination Device	Source->Dest Audio Status (Garbled or not)	Dest->Source Audio Status
ISGRP18 (172.22.29.120)	Jabber Desktop Client	ISGRP08 (172.22.29.74)	Jabber Desktop Client	Clear	Clear
ISGRP18 (172.22.29.120)	Jabber Desktop Client	ISGRP08 (172.22.29.74)	IP Communicator	Clear	Clear
ISGRP18 (172.22.29.120)	Jabber Desktop Client	ISGRP08 (172.22.29.74)	Jabber Web Client (Browser)	Clear	Garbled
ISGRP18 (172.22.29.120)	Jabber Desktop Client	External number	PSTN	Clear	Clear
ISGRP18 (172.22.29.120)	Jabber Web Client (Browser)	ISGRP08 (172.22.29.74)	Jabber Desktop Client	Garbled	Clear
ISGRP18 (172.22.29.120)	Jabber Web Client (Browser)	ISGRP08 (172.22.29.74)	IP Communicator	Garbled	Clear
ISGRP18 (172.22.29.120)	Jabber Web Client (Browser)	ISGRP08 (172.22.29.74)	Jabber Web Client (Browser)	Garbled	Garbled
ISGRP18 (172.22.29.120)	Jabber Web Client (Browser)	External number	PSTN	Garbled	Clear

It looks like any audio coming from a jabber web client is garbled.

[bill.king1]

I might not be following you, but I don't see a Jabber web client listed on the compatibility matrix for say CCE for instance. It lists the Jabber regular application (Windows, Mac, etc.) as supported with some caveats though but not a browser version.

[dvijayen]

Hi cistera.com

Please refer the compatibility matrix. Jabber web client is not in the supported list. 

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/ucce_compatibility/matrix/ucce_11_6_x_compat.html

I can see from your table that wherever Jabber Web Client (not Supported)  is involved, the is issue. 

Do you see issue in supported deployment modes ones also?

regards