Webex Calling audio delays during call initiation

[Maxwell Paine]

We switched from CUCM and now utilizing Webex calling. We have an issue with audio delays. When calling another person internally at the same site many times there may be a very short delay between answering the phone and being able to hear each other. The phone immediately shows as on call just missing the audio for half a second. Lots of "hello?" back and forth for a few seconds until both users can actually hear each other. Where it is very noticeable is if one party or the other is on a cell phone locally or remotely calling/answering utilizing the Webex app. This delay is sometimes 2 or 3 seconds. Call quality is fine it's just the delay. Cisco TAC was engaged and pointed to high jitter (50ish ms avg), so we rectified that, and the issue is still there. Going back to Webex Calling TAC to try and figure out what is still going on, but wondered if the community had any suggestions. 

[koons]

Has anyone found a resolution to this issue?  I'm a colleague of Max(who originally started this post) and we still continue to have this issue.  Disabling ICE actually makes it worse.

[rafiz@bezeqint.co.il]

I’m experiencing the same issue with our customers.
There is a 2–3 second delay for internal calls.
At the same time, customers are complaining about call transfers — they have to transfer very slowly; otherwise, the transfer fails.

Is anyone else experiencing this problem too?

i am still not sure if disable the ICE solve the problem ,i wait to the customers update

[williamhodgins]

I was having this problem as well and Cisco TAC told me that disabling ICE might help because it can cause a delay at the beginning of a call which is documented here: Webex Calling Media Optimization with Interactive Connectivity Establishment.

They provided the following instructions to disable the setting for the location having the issue, which fixed the problem for me:

1. In Control Hub > Locations, select the location having the issue (if there are multiple sites, go through the steps for each site).
2. Under the Calling tab, scroll down to Device management section and click Manage.
3. Select the Define custom device settings radio button, and then MPP tab.
4. Scroll down to the ICE option and turn off the toggle.

1. Click on Review Changes and Start processing to apply the new settings.

Another thing to note is that an individual phone might still have ICE enabled on a device level, which overrides the global setting, so check that as well if you're still having an issue.

Hopefully you and anyone else having this problem finds that helpful.

[rafiz@bezeqint.co.il]

Dear William,

Thank you for your response.

I have already tested the impact of ICE on the RTP, but unfortunately, it didn’t help resolve the issue.
I also opened a support case, but they were unable to identify the problem.

That’s why I’d like to know if anyone else has encountered this issue.