Unity Connection message volume fluctuating

[shane.orr]

Unity Connection

Current Version 8.5.1ES42.12019-42

Intermittent voicemail messages have fluctuating volume. I was wondering if anyone else has experienced this issue in a similar version or had any suggestions.  TAC troubleshooting steps are to run a packet capture on Unity Connection CLI but because it so random that is not very feasible.  I have no reports of fluctuating volume on any live calls so my gut feeling is that the RTP stream is arriving at Unity Connection just fine and that Unity Connection is not compiling the .wav file correctly but that is simply speculation.

Thanks,

Shane

[Saurabh Agnihotri]

Hi Shane,

What first needs to be identified is whether it is an issue with messages not being recorded properly or if it is an issue with messages not being played properly. To help me understand this, please answer the following questions:

# Is it only the voicemail messages that have the fluctuating volume or the same problem occurs with the greetings and other prompts played by Unity Connection?

# Is the same voicemail message has fluctuating volume intermittently? (ie. whether the same message would play fine sometimes and would play with fluctuating volume at other times)

#Have you tried playing the messages using "Web Inbox" or "ViewMail for Outlook"? If yes, does it play fine?

#Do you have Unified Messaging configured?

[shane.orr]

All excellent inquiries:

1. As far as I can tell it is only voicemails that are fluctuating.  I have heard no reports of greetings or prompts having volume issues.

2. Once a voicemail is left with the fluctuating volume issue, it always has the problem every time you listen to that specific message.

3. I have not done that but only because we have UM enabled, see below.

4. We do have Unified Messaging with Exchange 2010, and the problem happens from both the TUI as well as from Exchange/Outlook.

**Remember, most voicemails are fine.  Only on occasion does this happen.

Appreciate the help,

Shane

[Saurabh Agnihotri]

This issue may not necessarily be because of Unity Conneciton. It appears to me that this can be a problem with certain calls with volume issues that arrive on Unity Conneciton. But we do not have enough evidence to rule out anything.Let us try to see if we can get some.

1) Is there anyhting common between the messages with volume issue (like any of the following):

   ## Are these messages left by internal callers or external callers?

   ## If these are external callers, are the calls coming from a specific gateway?

   ## What is time duration during which this volume issue has occured the most?

Due to the problem being intermittent in nature, it is really difficult to pin point on anything right away.I am trying to show you some areas where you may want to investigate further. I hope it can be of some help.

HTH!

Regards,

Saurabh Agnihotri

[shane.orr]

Agreed. I certainly don't have enough data to point to anything particular yet.

## All problematic voicemails are from external callers however that may just be a statistical anomaly as 90 percent of the voicemails are from outside callers.

## I only have two voice gateways in this cluster so it round robins between the two. I have prioritized between the two and left that for weeks to see if it made a difference and it appears
## Not sure about the time.

I will keep tracking things.

Thanks for your help.