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Silent periods on phone calls with cucm 9.1

Posted on 2015-02-20
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Last Modified: 2015-03-06
Recently our company has been having an issue with certain phone calls. Mostly conference calls. There will usually be one user that goes silent during the conversation. Meaning his audio drops off. He usually doesn't know this and keeps talking. When they come back they are in mid sentence. This happens sometimes for 5 seconds and sometimes doesn't come back at all making the user have to hang up the call and redial. Not sure what information is needed for this. Most of the conference calls are on a software bridge. We have recently setup a hardware bridge but not totally in use yet.
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Question by:Jobeethemage
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by:José Méndez
ID: 40621364
I am 98% confident it is a network connectivity issue.

Here is a guide that will definitely help you a lot:

https://supportforums.cisco.com/document/101961/how-troubleshoot-voice-quality-issues-ucm-environment-bad-sound-dead-air-one-way

The hard part will be to catch the issue happening, these problems require real-time troubleshooting because it is near to impossible to leave a packet capture running on all devices involved until it reoccurs.

Once you catch it happening, use the IP Phone web page as documented there, you will be able to monitor the sender packets from the affected phone, and the received packets counter on the other 2 phones that cannot listen.

If the sender packets increases (you refresh the web page to detect an increment) but the receiver packtes does not increase on the receiver phone, then you have a network black hole. Sort of speak
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by:Jobeethemage
ID: 40626537
I have up to 60 users on a meet me at one time.
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José Méndez earned 500 total points
ID: 40626976
Good. Try the phone web page  option detailed in the link when the issue is happening so you can determine the sending/receiving situation of the affected phone.
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