/mcpRelated Information Introduction The document defines a vocabulary that can be used to discuss symptoms of voice quality problems. Sound files are included to aid in the process of identification of the symptom. Also included where possible are one or more common causes (not necessarily the only ones) for the symptom that is defined. The sound files and names of symptoms used in this document are based on common language used in Cisco Technical Support service requests, on the Technical Support website, and other sources. This document is intended to be a living resource in that the symptoms listed are expected to be revised as new problems arise and additional recordings become available. High Level Troubleshooting Procedure This is the suggested high level procedure to troubleshoot voice quality problems, in conjunction with this document: Check the sound files in this document for a symptom that matches or resembles the one that is experienced. You might wish to provide your users with a link to this document if you have not personally heard the symptom. 1. Access the Cisco Support Community in order to research the problem or ask questions. 2. If no resolution is gained by use of the Cisco Support Community, make use of the symptoms vocabulary defined in this document in order to raise a Technical Support service request. 3. The Technical Support engineer might ask you to make use of a Cisco utility that allows you to capture the Real Time Protocol (RTP) stream of the problem and convert it to a .wav file. This .wav file can be attached to the case and assist in the communication of the problem symptom. If you agree, an appropriate portion of the wav file can be used in this document and referenced from the TAC CC so that others can share the benefit of your experiences. 4. Categorize and Define the Symptoms These definitions were developed and applied in order to categorize the voice quality problem symptoms: NoiseThis is typically any noise on the line or in a voicemail message in addition to the voice signal. Noise typically leaves the conversation intelligible but still far from excellent. Static, hum, crosstalk, and intermittent popping tones are examples where the calling and called parties can understand each other, but with some effort. Some noises are so severe that the voice becomes unintelligible. One such example, among the samples provided in this document, is a motor sound. G Voice DistortionThis is typically any problem that affects the voice itself. This category is further divided:Echoed Voice - Echo is where the voice signal is repeated on the line. It can be heard at either end of the call, in varying degrees and with many combinations of delay and loss within the echoed signal.Garbled Voice - A garbled voice signal is one where the actual G