Need serious help. New 8831 phones having problems.
Thank you in advance for helping with this.
I recently rolled out new 8831 conference phones to replace my old 7937 spider phones, unfortunately the phones are experiencing terrible incoming audio. The phones are at a branch site, connected via MPLS and registered to CUCM 8.6 at HQ. We have a total of 900 7940 phones that have no issues at either location, and bandwidth/congestion is not a problem. The poor incoming audio is happening on every call. Outgoing audio is fine. 8831 phones are having the same issues at several branch sites, but seems more predominant in some. The issue has been described as "static, choppy, distorted audio, with some breakups".
I have tested with both G.729 and G.711 without any luck, after using the web interface to grab stats here's what they look like:
Remote Address Local Address Start Time 10:33:26a Stream Status Active Host Name Sender Packets 7180 Sender Octets 143600 Sender Codec G.729 Sender Reports Sent 0 Sender Report Time Sent 00:00:00 Rcvr Lost Packets 2215 Avg Jitter 20 Rcvr Codec G.729 Rcvr Reports Sent 0 Rcvr Report Time Sent 00:00:00 Rcvr Packets 7178 Rcvr Octets 143560 MOS LQK 2.8657 Avg MOS LQK 2.3054 Min MOS LQK 2.0000 Max MOS LQK 3.0295 MOS LQK Version 0.95 Cumulative Conceal Ratio 0.1356 Interval Conceal Ratio 0.0560 Max Conceal Ratio 0.2766 Conceal Secs 140 Severely Conceal Secs 120 Latency 40 Max Jitter 160 Sender Size 20 ms Sender Reports Received 0 Sender Report Time Received 00:00:00 Rcvr Size 20 ms Rcvr Discarded 1266 Rcvr Reports Received 0 Rcvr Report Time Received 00:00:00
As you can see the MOS is pretty bad, jitter and dropped packets seem bad too. Intra-site tests have resulted in better looking numbers. Initially I immediately thought "QoS" but all the other phones are fine and the issue is with INCOMING audio not outgoing.
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