Hi,

I am trying to help a customer (call center) that has the following strange scenario:

They are using Avaya One-X Communicator on their laptops that is connected to Avaya cloud.

1. When making an internal call between two extensions the audio is clear.
2. When making an external call with a customer, the customers can sometimes hear a static noise together with the voice of the agent.

Any idea how to investigate this issue would be appreciated.

Thanks.

The devconnect forums are intended to help developers build applications when consuming Avaya product interfaces or integration points. We do not assist with general troubleshooting.

Noise in audio paths is difficult to isolate.
You could start by validating that audio leaving the agent is clear when talking wth the customer (through the use of a packet capture tool that can play back the audio - I understand this can be done with Wireshark). You may also be able to do this by conferencing in the other station that you mentioned testing with, although that changes quite a bit about the media path.

You may be able to use RTCP metrics along the call path to see if there is significant packet loss or latenancy occurring, packet loss or late delivery can cause problems with packet decode which can manifest as noise in the audio channel from poorly coded receive stacks.

Simplify the call path as much as possible (shorten it). to help isolate where the problem is being inserted.

Test a call from a station to the PSTN and back to the same system.

Test with a variety of destinations (3G, 4G, 5G cell phones, land lines, using different trunk paths) across the customer network trying to undestand where the noise is originating at along the call path.

Note that the noise may be coming from the choice of codecs - simplify that to PCM and expand the set to see if you re-insert the problem.

Some other suggestions would be

Check Network Connection: Ensure that the laptops are connected to a stable and high-quality network connection. Poor network connectivity can introduce static or interference in VoIP calls. You can use network testing tools to check for any packet loss, latency, or jitter issues. lobotomy dash

Inspect Hardware: Verify that the headsets or microphones being used by the agents are in good condition and properly connected to the laptops. Faulty or damaged hardware can introduce static noise into the audio.

Test Different Headsets: Try using different headsets or microphones to see if the issue persists. This can help determine if the problem is related to a specific piece of hardware.

Update Audio Drivers: Ensure that the audio drivers on the laptops are up to date. Outdated drivers can sometimes cause audio problems. Update them to the latest version available from the manufacturer's website.