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AQM Call Recording? Customer volume too low?

Playing back recording of Agents in AQM  we can hear the agent side of the conversation loud and clear, but the customer volume is too low. Is there a way to increase the customer side volume? 
7 REPLIES
New Member

Re: AQM Call Recording? Customer volume too low?

I'm also experiencing this problem.  Is this a known issue?

VIP Super Bronze

Re: AQM Call Recording? Customer volume too low?

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.

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Re: AQM Call Recording? Customer volume too low?

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

VIP Super Bronze

Re: AQM Call Recording? Customer volume too low?

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.

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Re: AQM Call Recording? Customer volume too low?

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

VIP Super Bronze

Re: AQM Call Recording? Customer volume too low?

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.

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New Member

AQM Call Recording? Customer volume too low?

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,

Bruno

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