Questions to ask in all Scenarios
These questions helps to narrow down the voice path of the effected calls.
- Does the issue occur on only external calls, only internal calls, or both?
The audio for external and internal calls typically takes different paths. An external call typically
leaves the Cisco voice network via a (GW) or CUBE connected to the PSTN or a SIP provider. If
the issue is with internal calls only you can rule out the GW in most cases as the GW is not be
involved in the call. The exception to this would be if media resources (Media Termination Point
(MTP), or Transcoder (Xcoder) that reside on the GW are invoked.
- Does the issue effect only outbound audio that leaves the phone (from the user to the person
they talk to), inbound audio to the phone (from the person they talk to, to the user) or both?
- Is the call a basic IP phone to IP phone call (User A --> Switch --> User B) or IP phone to PSTN
call ( User --> Switch --> GW --> PSTN) or is the call more complex?
For example, is Extension Mobility Cross Cluster (EMCC) used? is this a call center environment
with Unified Contact Center (UCC) or Unified Contact Center Express (UCCX)? etc. If you take the