1.Issue Description
We are using Webex integrated with an external application via VB-Cable (a virtual audio device). During calls, we are experiencing a case where the customer's (far-end) audio does not reach the external application.
After analyzing the audio logs captured through VB-Cable, we confirmed the following:
- The operator's (near-end) audio is consistently captured normally throughout the call.
- The customer's audio shows no input at all for a certain period from the start of the call (−91 dB, which we treat as silence).
- At some point during the call, the customer's audio suddenly starts coming through (we are detecting levels such as −21.4 dB and −29.9 dB).
- Current audio configuration:
- VB-Cable is being used as a virtual audio device.
- "Listen to this device" is enabled.
- Audio analyzed is captured via VB-Cable.
2.Questions
- Is there a known behavior in Webex where the far-end (customer) audio is delayed or dropped to the audio output device immediately after a call starts?
- When Webex is used with an external system via a virtual audio device such as VB-Cable, are there any known conditions or settings under which the far-end audio is not routed to the virtual device?
- Are there any known bugs or reported issues matching this symptom — where only the customer's audio fails to reach an external application while the operator's audio works fine?
- We started observing this issue around May 21st. Were there any releases or changes on the Webex side around that date that might be related?
- What kinds of logs or diagnostic information can we collect from Webex to help investigate this issue?
Any insights or guidance would be greatly appreciated. Thank you.
