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Broken Voice through Jabber

Jose Lopez
Level 1
Level 1

Hello Community,

 

I am looking for a recommendation for improving the quality of voice for some Jabber users with high latency on their internet access. Users are registered to CUCM through Expressway.

 

Thanks

1 Reply 1

Jonathan Unger
Level 7
Level 7

Hi Jose,

 

Given that the Jabber users are coming in over the internet, there is very little that can be done in some circumstances if the users' home feed is not very reliable because once it leaves their home router, the traffic is out of our control.

 

Here are some things that you could look into:

  1. Can you confirm what types of calls experience call quality issues? Try to look for patterns ( Is it Jabber to Jabber? Jabber to PSTN? All calls?, certain time of day?). Are you confident it is the end user connectivity that is the issue? You mentioned it is "some" users, what percentage would you estimate?

  2. What codec is being used for the calls experiencing issues?  Some audio codecs tolerate poor connectivity more than others. The OPUS codec is among the best at handling adverse connectivity as it attempts to adapt to poor connections. Although it is not supported on all call flows (it is between Cisco endpoints for the most part, but not on voice gateway connected calls). On the opposite end of the spectrum, G.729 is highly compressed and will not tolerate much loss at all. If G.729 is being used that will be a major part of the issue for remote users with poor connectivity. If you have the opportunity to test live with a user experiencing issues you can check the codec within Jabber for an active call by navigating to the little gear icon and selecting "View > Show Call Statistics". Also look at the packet loss values, latency, and jitter, does it seem to be happening in one direction, or both?

  3. Have users try using wired connection to their home modem. If they are already experiencing poor internet connectivity using WiFi to connect on top of that can complicate the situation even further. Eliminate other potential causes and complexity as much as possible.

  4. Look into alternate connectivity methods, can the end users switch to a different more reliable internet provider?

  5. One other potential option would be to consider the "Extend and Connect" method. Which essentially uses Jabber for Call control, but a PSTN line (like a cellphone or landline) for the actual audio streams for the end user. One of the disadvantages of this method is that for each PSTN call, it will eat up 2X channels on your corporate PSTN gateway (one to connect with the end user, and one to place the external PSTN call). 

 

I hope this helps! 

 

- Jon

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