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When Cisco Unity transfer a call to an external number the call seems very distorted.

Hi, I am using CUCM 7.0.1 and Unity 7.0(2).  I configured  of my call handlers to forward the call to an external phone number, on evenings and weekends.  When Unity transfers the call to the external number the call seems to fade in and out and sounds distorted.  If I call this external number from a cell phone or PSTN Line it sounds perfect.  Also if I call this number from my Cisco IP phone it sounds perfect as well.  It seems like its only when Unity transfers the call that the
call quality is not good.  Any Assistance would be greatly appreciated.  Thanks.
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denver218
Asked:
denver218
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1 Solution
 
mark_06Commented:
Can you give us an idea as to the setup up of your external lines? PSTN, BRI, PRI, SIP etc.

Also where does Unity sit on the network in relation to the voice gateway? Are they in the same physical location?
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denver218Author Commented:
I have two Cisco 1760 Voice gateway routers.  Both of these routers have two VIC2-FXO Cards with analog phone lines plugged into them.  Unity sits on the same network as the voice gateway routers.  Everything is in the same physical location.

Its weird, if I call this external number from a IP phone the call is crystal clear, but as stated above on evenings and weekends the calls are transferred to this same external number and the call quality is horrible when the call is transferred.  Other than that call quality is great.  I just need to get this fixed because I have had a lot of complaints lately.  Thanks.
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mark_06Commented:
Ok, I was thinking perhaps there may have been an issue with the network between Unity and the Gateways.

Have a look at this http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/troubleshooting/guide/7xcuctsg060.html it contains information on quality issues on Unity.
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denver218Author Commented:
thanks.  I 've already read that doc didn't find to much that pertains to my problem, since my problem only occurs when I am transferred to the external phone number.  I can't think of any reason at all why this is occuring.  I'm going to upgrade to the latest IOS on the gateway router to see if that helps this evening.
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mark_06Commented:
Ok, let us know how it goes!
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denver218Author Commented:
Scratch that idea.  I am already using the most up to date IOS.  Any other ideas?
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EyeNoVoIPCommented:
When Unity makes an outbound call it uses it's Voicemail ports to do so.  Can you check to make sure they in the same region as the Voice Gateway and that it's set to G711?
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denver218Author Commented:
Thanks.  When you say check to see if they are in the same region, do you mean same location?  If so they are in the same location.  I am using G711.  
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EyeNoVoIPCommented:
There are two items under system in CUCM.  Region and Location.  Region specifies which codec is used inter and intra region.  Location specifies the amount of audio and video bandwidth that can be used by that location before call manager will block or invoke AAR.

I'm talking about Region and how they are configured.
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denver218Author Commented:
Ok, yes they are in the same region and are using the same Codec with is G7.11.  This morning I amplified the input gain on all voice-ports (FXO) by 8db on the gateway router.  This seems to have helped a little, but the call quality is still not perfect.  I just called my Telco and put a trouble ticket in.  I'm hoping that they can maybe amplify the signal by 5 to 8db on the inbound direction.  I'm hoping this will solve the problem, because I'm all out of ideas.  
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EyeNoVoIPCommented:
You can check the switchport that the Unity server is connected to and make sure it's connected at 100/full duplex or 1000/full duplex.
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denver218Author Commented:
Yes, the switchports are at 100/full duplex.  The issue only occurs when unity transfers a call to an external number.  If I would call that same external number from my IP phone, its crystal clear.  The problem only occurs when transferring the an external number.
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denver218Author Commented:
I changed the input gain on voice port to 8.  See below.  

voice-port 2/0
 input gain 8
 connection plar 2001
 caller-id alerting ring 2
!
voice-port 2/1
 input gain 8
 connection plar 2001
 caller-id alerting ring 2
!
voice-port 2/2
 input gain 8
 connection plar 2001
 caller-id alerting ring 2
!
voice-port 2/3
 input gain 8
 connection plar 2001
 caller-id alerting ring 2

The phone company tested the lines and everything tested fine.  I called Cisco TAC and this was the solutions we came up with.  When Unity Transfers the call to an external phone number, the call still doesn't sound perfect, but its a lot better than it was.
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denver218Author Commented:
Thank you for all your comments.  The solution here was a solution Cisco TAC helped my come up with.  It did make things better, but its still not perfect.
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