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WebEx Edge Audio Dead Air Problem

Have a customer that has implemented WebEx Edge Audio and is fairly happy with the results.  But there is a continuing issue where randomly a user will get connected to the WebEx meeting and Call in from their Desk phone.

They get prompted for the meeting number and the participant id and when they hit the # key, they get dead air instead of the connection beep and joining to the meeting.  They will hang upi and on the second try everything works.

Does not seem to be any pattern.  No congestion on the internal network that we can see and because of the randomness, it is impossible to get logs from the Expressways.

 

Anyone else seeing this?

We are working with TAC but unless we have the logs there isnt much they can do.

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Beginner

Re: WebEx Edge Audio Dead Air Problem

I have same problem, did you ever get a resolution?

 

Contributor

Re: WebEx Edge Audio Dead Air Problem

WebEx DE was looking at the logs from a failed call and a good call.

On the failed call WebEx is sending out the re-invite but the customer's Expressway-e does not receive it.

DE wants to blame the customer's firewall but we are pointing out the the traffic is going through the same firewall and firewall rule set for both bad and good calls so that does not wash.

I think we are dealing with a flaky Internet traffic that either delays that re-nvite or it gets routed wrong.  I think DE should try and resend the re-invite is they do not see the 1xx response in a second and then drop the call is nothing comes back.

SR 686783360 is the case we opened.

Beginner

Re: WebEx Edge Audio Dead Air Problem

We are having the exact same issue with audio from desktop ip phones connecting to Webex through our Edge Gateways and when the user enters their user ID number...dead air.  Hang up, try again and usually works...if they just hit pound it seems to always work.

 

The issue is random, and infrequent, but happens enough that it is a pain point.

 

Cisco is intent on pointing it to our firewall as the issue.  We are using a Palo firewall with no application inspection on the Edge Audio rules, and the Edge Audio rules at the top for good measure.

What firewall are you using?

 

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