ahmed.muneer Report post Posted 08/17/2017 02:34 PM Dear VG team, Greetings. kindly note am facing problem while IVR messages is running that am facing a noise. Please listen to attached sound file to the end and you will hear the problem. Regards Ahmed Cell phone : +537703778 Voiceguide_IVR.mp3 Share this post Link to post
SupportTeam Report post Posted 08/17/2017 09:09 PM Cannot open the attached file in Audacity or other .MP3 player software. What software are you using to play back this file? Can you please give us more information about the problem. Does the playback of sound files sound distorted? Or is the noise hear on system at all times? Can you also please post the ktTel trace file for the day when the issue was experienced and advise the time/details of call during which the issue occurred. Share this post Link to post
ahmed.muneer Report post Posted 08/20/2017 06:35 AM Dear VG Team, Greetings. Am using KM player to play that sound file , and the date was from 13th till 17th Aug. the noise when IVR starts in the hearing system. log.rar Share this post Link to post
SupportTeam Report post Posted 08/20/2017 09:35 AM Looks like you may have some packet loss between the VoiceGuide system and the telephone handset from which the calls into the system was made (and recorded). Can you describe in detail how your network VoIP network is set up and what path the VoIP packets had to take between the IVR and your phone? You can use WireShark to confirm that the sound packets are being sent out from the system at correct times. Recommend that you use a softphone to dial into system, and run WireShark on both the IVR and softphone sides. You can then compare the traces to see what RTP packets were lost/delayed. Share this post Link to post
ahmed.muneer Report post Posted 08/21/2017 06:29 AM the VOIP network i have it's very simple , there is Avaya IPO which transferring the call to the IVR server and am calling from different subnet. Share this post Link to post
SupportTeam Report post Posted 08/21/2017 07:01 AM Something is causing the packet loss (or trans-coding?) problems. You will need to establish where this is occurring and rectify. The approach outlined beforehand - running WireShark at both ends of the connection - would be a good starting point. This will let you see what is happening on the connection. If you can post both WireShark traces here we can also comment on what we can see in them. Share this post Link to post
