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Community Member

Calls break up during a conference call

Help! Voice Experts,

Yesterday my call center agents started reporting that when they initiate a conference to another internal extension, the calls become choppy with the voice dropping in and out.

I don't even begin to know how to narrow the scope of what I should look at to troubleshoot this. Any tips are greatly appreciated.

CCM 4.2(3)

IPCC Express 4.0(5)

2 -3825 voice gateways

Thanks,

Kelly

3 REPLIES
Cisco Employee

Re: Calls break up during a conference call

it might be a QOS issue or a bottleneck situation.

when you start a conference the audio is sent to the CFB which can be HW or SW and you might have issues with that routing and QoS

i'd be the first thing i check

HTH

java

if this helps, please rate

HTH

java

if this helps, please rate

www.cisco.com/go/pdi
Community Member

Re: Calls break up during a conference call

Thank you for your response. Forgive my ignorance, but when you say "check," what would I check. How can I determine if CFB is hardware or software based? Thanks again.

Cisco Employee

Re: Calls break up during a conference call

look at the MRGL from the devices to determine what CFB they're using

HTH

java

if this helps, please rate

HTH

java

if this helps, please rate

www.cisco.com/go/pdi
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