Voice breaking during the call

[Dipak Kadam]

Dear Team,

We are currently experiencing an issue with the Cisco Codec Plus VC device. During Microsoft Teams and Webex calls, the audio intermittently breaks for a few seconds.

Please find below the troubleshooting steps we have already performed:

Checked for packet loss in both incoming and outgoing audio streams – no packet loss was detected.

Downgraded the software version(11.24.x.x) – the issue persisted.

Performed a factory reset – the problem still remains.

Upgraded the software version(11.27.x.x) – unfortunately, this did not resolve the issue.

This device registered in Webex control Hub

We would appreciate your guidance on how to further investigate and resolve this issue.
Thank you for your support.

[Mohamed H. Abdelmotaleb]

It is mostly a network issue, could you do the following please ?

1- during or after the Webex meeting call , navigate to control hub >> Troubleshooting then check the live meetings or the pervious meeting then check if there is a latency, jitter or packet loss , and check the issue in which direction sending, receiving or end-to-end.

2- During the call from the endpoint run extend logging including full packet capture and try to catch the issue.

3-During the call open the GUI for the codec plus and navigate to call, you can see the call  statistics and identify the jitter, packet losses ,latency