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CUCM 9 - Dead air on incoming calls

Hello,

 

We have an intermitant issue where our customers hear dead air when calling into our call centre.  If the agent presses any key, two audio gets re-established.  This get reported around 5 times a day.  All our calls get recorded, when this issue occurs, the call doesnot get recorded.

We also notice that an alert gets generated in RTMT for aver affected call.  Alert is below;

 

 Number of quality reports exceeds configured threshold during configured interval 0 within 60 minutes  on cluster StandAloneCluster.  There are 1 QRTRequest events (up to 30) received during the monitoring interval From Mon Apr 28 08:44:36 EDT 2014 to Mon Apr 28 09:44:36 EDT 2014:   Category : Problems with current call ReasonCode : Other end can't hear me TimeStamp : 04/28/14 09:16:57 DeviceName : SEP001F9E258146 IPAddress : 10.20.30.85 DN : 4030 AppID : Cisco Extended Functions ClusterID : StandAloneCluster NodeID : ESA-MIS-UCM-SUB2  TimeStamp : Mon Apr 28 09:24:16 EDT 2014

CUCM version 9.1.1.10000-11

 

Has anyone encountered this issue or can suggest some troubleshooting steps?

 

Thanks,

 

AK

1 REPLY

Going to need CallManager

Going to need CallManager traces from all nodes covering the time period of one of these reported calls.  You'll need calling/called number and the time of the call.

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