AQM Call Recording? Customer volume too low?

Unanswered Question
Jun 22nd, 2010

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I have this problem too.
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Jonathan Schulenberg Wed, 06/23/2010 - 05:25

Does this same delta in volume exist if you perform a packet capture of the RTP streams and play it back?

If this is native to the RTP, and not being imposed by QM somehow, then you need to investigate your PSTN circuit. If it is a T1 PRI you can start with adjusting the input gain command on the router.  The value is in db so 'input gain 3' would double the input volume.

Jason Aarons Wed, 06/23/2010 - 06:14

So if the Agent can hear the customer fine, why would we need to adjust the input gain? Sounds like a problem with AQM.

Jonathan Schulenberg Wed, 06/23/2010 - 06:24

Because the phone has a volume control on it that is capable of imposing a gain on the audio being sent out the analog side of the DSP. Find out what the actual RTP stream sounds like.

Jason Aarons Wed, 06/23/2010 - 06:56

Can I run Wireshark on the AQM box, or should I span the AQM Server port to my laptop ? -jason

Jonathan Schulenberg Wed, 06/23/2010 - 07:41

You should span the phone's switchport. The RTP traffic is not forwarded to the QM server unless you are doing SPAN-based recording. The RTP is usually captured by the attached PC and encrypted before being forwarded to the QM server.

brunonogaki Fri, 02/17/2012 - 10:27

Hello everybody,

Does anyone get any conclusion on this?

I am facing the same problem here on a AQM 8.5.1, and Calabrio support team says this is not an issue with AQM.

The problem is that it happens very sporadically, so it's very hard to troubleshoot.

I have installed a packet sniffer on the agent's PC, and also enabled the recording on UCCX server for this particular user. We are analyzing every call recorded for this user in AQM and waiting to get the problem.

Do you guys have any update?

Thank you,



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