11 Troubleshooting Audio Quality in Cisco Unity Connection 9.x

11 Troubleshooting Audio Quality in Cisco Unity Connection 9.x
CH A P T E R
11
Troubleshooting Audio Quality in Cisco Unity
Connection 9.x
See the following sections:
•
Using the Check Telephony Configuration Test in Cisco Unity Connection 9.x, page 11-1
•
Problem with Choppy Audio in Cisco Unity Connection 9.x, page 11-2
•
Problem with Garbled Recordings in Cisco Unity Connection 9.x, page 11-2
•
Problem with Garbled Prompts on the Phone in Cisco Unity Connection 9.x, page 11-3
•
Problem with the Volume of Recordings in Cisco Unity Connection 9.x, page 11-4
•
Using Traces to Troubleshoot Audio Quality Issues in Cisco Unity Connection 9.x, page 11-5
Using the Check Telephony Configuration Test in Cisco Unity
Connection 9.x
Note
The Check Telephony Configuration test does not test IPv6 connectivity. (IPv6 is supported in
Connection for Cisco Unified Communications Manager integrations.) The test confirms that
Connection can communicate with the phone system by using IPv4 addressing.
Do the following procedure to use the Check Telephony Configuration test to troubleshoot audio quality.
To Use the Check Telephony Configuration Test
Step 1
In Cisco Unity Connection Administration, in the Related Links box in the upper right corner of any
Telephony Integrations page, select Check Telephony Configuration and select Go.
If the test is not successful, the Task Execution Results displays one or more messages with
troubleshooting steps. After correcting the problems, run the test again.
Step 2
In the Task Execution Results window, select Close.
Troubleshooting Guide for Cisco Unity Connection Release 9.x
11-1
Chapter 11
Troubleshooting Audio Quality in Cisco Unity Connection 9.x
Problem with Choppy Audio in Cisco Unity Connection 9.x
Problem with Choppy Audio in Cisco Unity Connection 9.x
Use the troubleshooting information in this section if the audio you hear from Cisco Unity Connection
is choppy. Consider the following possible causes:
•
The hard disk from which Connection is playing a recording is full. To resolve the situation,
eliminate unnecessary files from the hard disk.
•
The network connection to the Connection server is not adequate. To resolve the situation, improve
the network connection.
•
The Connection platform has a malfunctioning component. To resolve the situation, identify the
malfunctioning hardware component, then repair or replace it.
•
Another process is using too much CPU time. To resolve the situation, stop the process and run it
when phone traffic is lighter.
Problem with Garbled Recordings in Cisco Unity Connection 9.x
Use the troubleshooting information in this section if recordings sound garbled. See the following
possible scenarios:
•
The audio stream sounded garbled when Cisco Unity Connection created the recording. See the
“Troubleshooting a Garbled Audio Stream in the Network” section on page 11-2.
•
The audio stream did not sound garbled when Cisco Unity Connection created the recording, but
became garbled later. See the “Troubleshooting How Cisco Unity Connection Makes Recordings”
section on page 11-3.
Troubleshooting a Garbled Audio Stream in the Network
When the audio stream is garbled when Cisco Unity Connection created the recording, use the following
task list to determine the cause and to resolve the problem. Do the tasks in the order presented until the
problem is resolved.
Task List for Troubleshooting a Garbled Audio Stream in the Network
1.
Confirm that the connection to the caller is clear. Calls that have bad PSTN connections or calls from
mobile phones may sometimes have garbled audio streams. Connection cannot correct for a garbled
audio stream.
2.
Determine whether the garbled audio stream is caused by problems with the network. Use network
analysis tools to do the following:
3.
•
Check for latency, packet loss, and so on.
•
Search for devices on the network that are causing garbled audio streams. Some examples are
routers, gateways, transcoders, and gateways that are configured for one packet size (such as
G.711 30ms) while Connection is configured for another packet size (such as G.711 20ms).
Determine whether the audio stream is garbled at the closest point to the Connection server by
obtaining a sniffer capture at that point. If the audio stream from the sniffer capture is not garbled,
Connection may not be handling the audio stream correctly. See the “Troubleshooting How
Cisco Unity Connection Makes Recordings” section on page 11-3.
Troubleshooting Guide for Cisco Unity Connection Release 9.x
11-2
Chapter 11
Troubleshooting Audio Quality in Cisco Unity Connection 9.x
Problem with Garbled Prompts on the Phone in Cisco Unity Connection 9.x
Troubleshooting How Cisco Unity Connection Makes Recordings
When the audio stream did not sound garbled when Cisco Unity Connection created the recording, but
became garbled later, use the following task list to determine the cause and to resolve the problem. Do
the tasks in the order presented until the problem is resolved.
Task List for Troubleshooting How Cisco Unity Connection Makes Recordings
1.
Enable the Media (Wave) Traces macro traces in Cisco Unity Connection Serviceability. For
detailed instructions on enabling the macro trace and viewing the trace logs, see the “Using
Cisco Unity Connection Serviceability Traces to Troubleshoot Problems” section on page 2-9.
2.
Obtain a snapshot of CPU usage on the Connection server by using the CPU and Memory display
in the Real-Time Monitoring Tool (RTMT). For detailed information on using RTMT, see the
applicable Cisco Unified Real-Time Monitoring Tool Administration Guide at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
3.
Contact Cisco TAC.
Problem with Garbled Prompts on the Phone in Cisco Unity
Connection 9.x
When Cisco Unity Connection prompts sound garbled or jittery when heard on the phone, use the
following task list to determine the cause and to resolve the problem. Do the tasks in the order presented
until the problem is resolved.
Task List for Troubleshooting Garbled Prompts on the Phone
1.
Determine whether the audio stream is garbled at the closest point to the phone by obtaining a sniffer
capture at that point. If the audio stream from the sniffer capture is not garbled, the cause may be in
the network or with Connection.
2.
Determine whether the garbled audio stream is caused by problems with the network. Use network
analysis tools to do the following:
•
Check for latency, packet loss, and so on.
•
Search for devices on the network that are causing garbled audio streams. Some examples are
routers, gateways, transcoders, and gateways that are configured for one packet size (such as
G.711 30ms) while Connection is configured for another packet size (such as G.711 20ms).
3.
Determine whether the audio stream is garbled at the closest point to the Connection server by
obtaining a sniffer capture at that point. If the audio stream from the sniffer capture is not garbled,
Connection may not be handling the audio stream correctly.
4.
Enable the Media (Wave) Traces macro traces in Cisco Unity Connection Serviceability. For
detailed instructions on enabling the macro trace and viewing the trace logs, see the “Using
Cisco Unity Connection Serviceability Traces to Troubleshoot Problems” section on page 2-9.
5.
Obtain a snapshot of CPU usage on the Connection server by using the CPU and Memory display
in the Real-Time Monitoring Tool (RTMT). For detailed information on using RTMT, see the
applicable Cisco Unified Real-Time Monitoring Tool Administration Guide at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
6.
Contact Cisco TAC.
Troubleshooting Guide for Cisco Unity Connection Release 9.x
11-3
Chapter 11
Troubleshooting Audio Quality in Cisco Unity Connection 9.x
Problem with the Volume of Recordings in Cisco Unity Connection 9.x
Problem with the Volume of Recordings in Cisco Unity
Connection 9.x
Use the troubleshooting information in this section if the volume of recordings is too loud or too soft, or
if the recordings do not have any sound. Consider the following:
•
Verify the audio level at each hardware point in the network by obtaining a sniffer capture at each
point.
– If the audio level from the sniffer capture at one point is too soft or too loud, the cause may be
the configuration of the hardware (such as routers, gateways, transcoders) at that point. Check
the automatic gain control (AGC) settings for the applicable hardware.
– If the audio level from the sniffer capture at all points is too loud or too soft, see the “Changing
the Volume for Cisco Unity Connection Recordings” section on page 11-4.
•
Disable automatic gain control (AGC) for Connection so that Connection does not automatically
adjust the volume of recordings. See the “Disabling Automatic Gain Control (AGC) for Cisco Unity
Connection” section on page 11-4.
•
If the recordings do not have any sound, confirm that the advertised codec settings are correct. See
the “Confirming the Advertised Codec Settings” section on page 11-5.
Changing the Volume for Cisco Unity Connection Recordings
Do the following procedure.
To Change the Volume for Cisco Unity Connection Recordings
Step 1
In Cisco Unity Connection Administration, expand System Settings, then select General
Configuration.
Step 2
On the Edit General Configuration page, in the Automatic Gain Control (AGC) Target Decibels field,
enter the applicable number.
Note that the AGC decibel levels are set in negative numbers. For example, –26 db is louder than –45 db.
Step 3
Select Save.
Disabling Automatic Gain Control (AGC) for Cisco Unity Connection
Do the following procedure.
To Disable Automatic Gain Control (AGC) for Cisco Unity Connection
Step 1
In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
Step 2
On the Search Port Groups page, select the name of the applicable port group.
Step 3
On the Port Group Basics page, on the Edit menu, select Advanced Settings.
Step 4
On the Edit Advanced Settings page, under Automatic Gain Control (AGC) Settings, uncheck the
Enable AGC check box.
Troubleshooting Guide for Cisco Unity Connection Release 9.x
11-4
Chapter 11
Troubleshooting Audio Quality in Cisco Unity Connection 9.x
Using Traces to Troubleshoot Audio Quality Issues in Cisco Unity Connection 9.x
Step 5
Select Save.
Confirming the Advertised Codec Settings
Do the following procedure.
To Verify the Advertised Codec Settings
Step 1
In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
Step 2
On the Search Port Groups page, select the name of the applicable port group.
Step 3
On the Port Group Basics page, under Advertised Codec Settings, determine whether the list of codecs
is correct.
Step 4
If the list is correct, skip to Step 8. Otherwise, select Change Advertising.
Step 5
Select the Up and Down arrows to change the order of the codecs or to move codecs between the
Advertised Codec box and the Unadvertised Codecs box.
If only one codec is in the Advertised Codecs box, Connection sends the audio stream in that audio
format. If the phone system does not use this audio format, the phone system drops the call.
If two or more codecs are in the Advertised Codecs box, Connection advertises its preference for the first
codec in the list but sends the audio stream in the audio format from the list that the phone system selects.
Step 6
Select Save.
Step 7
On the Edit menu, select Port Group Basics.
Step 8
On the Search Port Groups page, if you want to change the packet size that is used by the advertised
codecs, under Advertised Codec Settings, select the applicable packet setting for each codec and select
Save.
Using Traces to Troubleshoot Audio Quality Issues in
Cisco Unity Connection 9.x
You can use traces to troubleshoot audio quality issues. For detailed instructions on enabling the
applicable traces and viewing the trace logs, see the “Using Cisco Unity Connection Serviceability
Traces to Troubleshoot Problems” section on page 2-9.
Troubleshooting Guide for Cisco Unity Connection Release 9.x
11-5
Chapter 11
Using Traces to Troubleshoot Audio Quality Issues in Cisco Unity Connection 9.x
Troubleshooting Guide for Cisco Unity Connection Release 9.x
11-6
Troubleshooting Audio Quality in Cisco Unity Connection 9.x
Was this manual useful for you? yes no
Thank you for your participation!

* Your assessment is very important for improving the work of artificial intelligence, which forms the content of this project

Download PDF

advertising