Cisco Unified Communications System for Contact Center Release 6.0(1)

Common Problems Reported by Users
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Common Problems Reported by Users

This section describes basic approaches to diagnose and resolve common problems reported by end users. Note that this section demonstrates various tools and diagnostic approaches available in the context of specific problems, but does not provide a comprehensive list of all possible problems that may occur. Problems described in this section include:

One-Way Audio

Poor Voice Quality

One-Way Audio

One-way audio and no audio at all (no-way audio) are problems that are fairly common during a newnetwork installation. The majority of these problems are caused by misconfigurations. For one-way audio problems, always pay attention the direction in which the one-way audio is occurring. For no audio in either direction, the troubleshooting methodology is the same. You might need to repeat the procedure for each direction of audio, but more likely you will find the source of the problem when trying to troubleshoot one direction. There are several steps you can take to troubleshoot a one-way/no-way audio problem:

1. Verify Bidirectional IP Connectivity.

2. Check Cisco IOS Software Gateway Configurations.

3. Check for NAT or Firewall Restrictions.

For additional directions on troubleshooting one-way audio problems, refer to the Troubleshooting One-Way Voice Issues Tech Note Opens new window .

Verify Bidirectional IP Connectivity

You should verify IP connectivity as the first step in troubleshooting a one-way or no-way audio problem because IP connectivity must be present for voice packets to be exchanged between two devices. A large number of one-way or no-way audio problems are caused by lack of IP connectivity. Check that:

If the two endpoints involved in the call are on different IP subnets, each endpoint has the correct default gateway and subnet mask settings

If one of the endpoints is a Unified IP phone, the DHCP scope has an incorrectly configured default gateway parameter.

If one of the endpoints is a Cisco IOS software gateway, the default route is correct. Also, ping the other endpoint from the gateway. If the ping is successful, you know that you have IP connectivity. If the ping is unsuccessful, perform a traceroute to determine where the problem lies.

Note Remember that signaling packet traffic is always between Unified Communications Manager and the endpoint, whereas the RTP voice packet traffic is directly between the endpoints. So just because the endpoints are registered to Unified Communications Manager and can set up a call through Unified Communications Manager does not mean that the endpoints have proper IP connectivity between them.

Another useful tool for troubleshooting such a problem is the help (i or ?) button on Cisco Unified IP phones. Press the help (i or ?) button twice in quick succession during an active call. The display shows you receive and transmit statistics for the call. If you do not see the receive counter (RxCnt) incrementing, the packets are probably not arriving on that IP phone. If you go to the originating IP phone and the transmit count (TxCnt) is incrementing, the packets are probably being lost somewhere in the network. If a ping or traceroute does not provide enough information about where the packets are being lost, you may need to connect a sniffer to the network and perform the following steps:

1. Connect the sniffer to the back of the originating IP phone and make verify that the phone is actually transmitting packets.

2. On the originating phone, verify that the IP address and MAC address information is correct.

3. If the network settings on the originating phone are correct, go to the terminating IP phone to verify that the packets are not arriving.

4. If the voice packets are not arriving at the terminating phone, move the sniffer from network hop to network hop to isolate where the packets are being dropped. A common reason for a problem such as this is a missing or improperly configured IP route.

Check Cisco IOS Software Gateway Configurations

There are various reasons why you might encounter one-way audio on calls to a Cisco IOS software gateway. Most of these problems can be solved using simple configuration commands.

1. Check if IP routing is enabled on the gateway that you are using—You do not need to be running a routing protocol such as RIP, EIGRP, or OSPF, but IP routing must not be disabled. Make sure that the no ip routing command is not in your configuration. If it is, be sure to eliminate it by configuring the ip routing command. You can also issue the show ip route command to see if IP routing is enabled. If IP routing is disabled, there are no routes listed in the output, and the list of routing protocols is not present.

2. Determine if the VoIP subsystem is enabled—The VoIP subsystem in Cisco IOS software uses the IP routing code to aid in encapsulating and transmitting the VoIP packets, so the subsystem must be enabled to transmit and receive VoIP packets. It does not need the IP routing code to perform signaling such as H.323 or MGCP, so the signaling still works with IP routing disabled.

3. Check IP address configurations on gateway interfaces—Another common occurrence of one-way audio appears on Cisco IOS software H.323 voice gateways that have more than one data interface, such as a gateway that has both an Ethernet connection to the LAN and a serial connection to the WAN. When an H.323 gateway is configured in Cisco Unified Communications Manager Administration, you configure a specific IP address. Cisco Unified Communications Manager always uses this IP address for all its signaling to the gateway; however, Cisco IOS software voice gateways by default use the IP address of the interface that is closest to the destination. This could be a problem if Unified Communications Manager is connected via one interface and the device to which the RTP audio stream is destined for is connected to a different interface. To force the voice gateway to always use the same IP address, configure the h323-gateway voip bind srcaddr ip-address command on the interface that you are using for signaling on the Cisco IOS software voice gateway. Make sure this is the same IP address configured in Cisco Unified Communications Manager Administration. Failure to do so could result in one-way audio when the gateway tries to use a different source interface than the one configured in Unified Communications Manager.

4. Configure voice rtp send-recv on the gateway—Sometimes you have one-way audio problems only when calling specific numbers, such as 411 or 911 in the North American numbering plan (NANP) or after you transfer a call or put it on hold. If you are having these problems when going through a Cisco IOS software voice gateway, be sure that the voice rtp send-recv command is configured on the gateway. Numbers such as 411 and 911 sometimes do not send back answer supervision (that is, an ISDN connect message) when the remote end answers. As a result, the Cisco IOS software voice gateway does not cut through audio in both directions to prevent toll fraud. Configuring the voice rtp send-recv command forces the voice gateway to cut through audio in both directions immediately.

5. If you are using a Cisco AS5350 or AS5400 as a gateway, configure the no voice-fastpath enable command in global configuration mode—When enabled, this command causes the voice gateway to cache the IP address and UDP port number information for the logical channel opened for a specific call and forwards the packets using the cached information. This helps marginally reduce CPU utilization in high-call-volume scenarios. Because of how Cisco Unified Communications Manager opens and closes logical channels to redirect RTP audio streams, such as in the case of a transfer or music on hold (MOH) server, the Cisco AS5350 and AS5400 cache the IP address information of the old IP address. Therefore, you end up with one-way audio when the call gets redirected to a new IP address because the voice gateway still uses the cached information instead of the newly negotiated information.

Check for NAT or Firewall Restrictions

One common cause of one-way or no-way audio is when Network Address Translation (NAT), Port Address Translation (PAT), or firewalls exist between two endpoints. The SCCP protocol embeds IP addresses in the IP packet's payload to signal which IP address to send RTP packets to. If the device performing NAT or PAT is unaware of this fact, the embedded IP addresses are not translated. Therefore, one-way or no-way audio results.

Firewalls can also be a problem if they are unaware of the voice traffic passing through them. Firewalls often are configured to block all UDP traffic going through them. Because voice traffic is carried over UDP, it might be blocked while the signaling carried over TCP is passed. A sniffer is the best tool for debugging such a scenario. If both devices appear to be transmitting audio but the audio is not reaching the opposite side, take a sniffer trace at each hop along the way until you find the hop where the audio is not passing through. If the firewall is blocking UDP packets, you might need to open a hole in it to allow the voice traffic to pass through.

Problems Occurring After the Call Connects Successfully

The scenarios discussed so far are cases in which you have one-way audio or no-way audio from the beginning of the call or after a hold/transfer. Occasionally, however, you might encounter scenarios in which a call is up and suddenly becomes one-way or audio disappears entirely. Network problems are largely to blame for failures of this sort. Ensure that network connectivity between the two endpoints still exists and that nothing on the network might be causing intermittent network connectivity. An example would be a flapping network connection—a network connection that is transitioning between up and down states over and over again—or a routing protocol that cannot converge correctly. Again, a sniffer is the best tool for diagnosing this kind of problem. The best place to start is on the device that originates the RTP stream to ensure that the stream is still being generated when the loss of audio occurs. If you discover that the originating device stops sending packets for no reason, you might be dealing with a software or hardware problem on the originating device.

A common cause of such a failure is a Digital Signal Processor (DSP) crash. If the end device is a Cisco IOS software voice gateway, you see an error displayed on the console that looks similar to the following:

%VTSP-3-DSP_TIMEOUT: DSP timeout on event 6: DSP ID=0x2312: DSP error stats

This message is also sent to a Syslog server if the Cisco IOS software voice gateway is configured to send Syslog information to a Syslog server. On a Cisco VG200, 2600, or 3600, you can issue the following command to check the status of the DSPs:

test dsprm slot #

The show voice dsp command displays which port and time slot are allocated to each DSP. If the test dsprm slot # command detects a DSP that has crashed, you can compare this with the information obtained from a show call active voice command (or a show call history voice command if the call has been disconnected) to see if the time slot of the failed call is the same as the slot of the DSP that is no longer available. Unfortunately, the only way to recover from this condition is to reload the gateway.

Poor Voice Quality

Nearly all voice quality problems can be attributed to some kind of degradation on the IP network that the voice traffic traverses. Network problems that might not be noticeable for normal data traffic are very apparent in a voice conversation because of the need to minimize packet loss and variable delay in an IP telephony network.

A variety of issues can result in poor voice quality:

Packet Drops

Queuing Problems

In addition to the information in this section, refer to the Troubleshooting QOS Choppy Voice Issues Opens new window document on for additional techniques on resolving voice quality issues.

Packet Drops

IP telephony demands that voice packets reach their destination within a predicable amount of time and without being dropped somewhere along the path from the source to the destination. In a properly designed network with appropriate QoS provisioning in place, packet loss should be near zero. All voice codecs can tolerate some degree of packet loss without dramatically affecting voice quality. Upon detecting a missing packet, the codec decoder on the receiving device makes a best guess as to what the waveform during the missing period of time should have been. Most codecs can tolerate up to five percent random packet loss without noticeable voice quality degradation. This assumes that the five percent of packets being lost are not being lost at the same time, but rather are randomly dropped in groups of one or two packets. Losing multiple simultaneous packets, even as a low percentage of total packets, can cause noticeable voice quality problems.

Note You should design your network for zero packet loss for packets that are tagged as voice packets. A converged voice/data network should be engineered to ensure that only a specific number of calls are allowed over a limited-bandwidth link. You should guarantee the bandwidth for those calls by giving priority treatment to voice traffic over all other traffic. For more information on prioritizing voice over data, refer to the Voice Quality Opens new window information available on

There are various tools that you can use to determine whether you are experiencing packet loss in your network and where in the network the packets are getting dropped. The starting point to look for lost packets is the call statistics screen on Cisco Unified IP Phones.

1. Do one of the following:

If you are troubleshooting at the phone experiencing the problem, access these statistics by pressing the help (i or ?) button on the IP phone twice in quick succession during an active call.

If you are working with a remote user, open a web browser on your computer and enter the IP address of the user's phone. During an active call, choose the Streaming Statistics > Stream 1 options from the display.

2. Examine the counters RxDisc and RxLost shown on the IP phone (or Rcvr Lost Packets if you are viewing the statistics remotely using a web browser).

RxLost measures the number of packets that were never received because they were dropped in the network somewhere. By detecting a missing RTP sequence number, the IP phone can determine that a packet has been lost.

RxDisc corresponds to packets that were received but were discarded because they could not be used at the time they arrived. RxDisc can come from an out-of-order packet or a packet that arrived too late.

3. If either of these two counters increments, you should investigate to learn why packets are being lost or discarded.

Regardless of how low your packet loss is, if it is not zero, you should investigate the root cause because it might be a sign of a bigger problem that will get worse with higher call volume. Also, although small packet loss might not be perceptible in a conversation between two people, it can be detrimental to fax and modem transmissions. The packet loss can be occurring at any layer of the OSI model, so be sure to check for all possibilities for each hop. For example, if there is a Frame Relay connection over a T1 between two sites, you should:

Make certain that there are no errors at the physical layer on the T1.

Determine if you are exceeding your committed information rate (CIR) on the Frame Relay connection.

Verify that you are not dropping the packets at the IP layer because you are exceeding your buffer sizes.

Check that you have your QoS improperly configured.

Ensure that your service provider not only guarantees packet delivery but also guarantees a low-jitter link. Some service providers may tell you that they do not provide a CIR but guarantee that they will not drop any packets. In a voice environment, delay is as important as packet loss. Many service providers' switches can buffer a large amount of data, thereby causing a large amount of jitter.

One common cause of drops in an Ethernet environment is a duplex mismatch, when one side of a connection is set to full duplex and the other side is set to t half duplex. To determine if this is the case, perform the following steps:

1. Check all the switch ports through which a given call must travel and ensure that there are no alignment or frame check sequence (FCS) errors. Poor cabling or connectors can also contribute to such errors; however, duplex mismatches are a far more common cause of this kind of problem.

2. Examine each link between the two endpoints that are experiencing packet loss and verify that the speed and duplex settings match on either side.

Although duplex mismatches are responsible for a large number of packet loss problems, there are many other opportunities for packet loss in other places in the network as well. When voice traffic must traverse a WAN, there are several places to look. First, check each interface between the two endpoints, and look for packet loss. On all Cisco IOS software platforms, you can find this information using the show interface command. If you are seeing dropped packets on any interface, there is a good chance that you are oversubscribing the link. This could also be indicative of some other traffic that you are not expecting on your network. The best solution in this case is to take a sniffer trace to examine which traffic is congesting the link.

Sniffers are invaluable in troubleshooting voice quality problems. With a sniffer, you can examine each packet in an RTP stream to see if packets are really being lost and where in the network they are being lost. To troubleshoot using a sniffer, perform the following steps:

1. Start at the endpoint that is experiencing the poor-quality audio where you suspect packet loss.

2. Take a sniffer trace of a poor-quality call and filter it so that it shows you only packets from the far end to the endpoint that is hearing the problem. The packets should be equally spaced, and the sequence numbers should be consecutive with no gaps.

3. If you are seeing all the packets in the sniffer trace, continue taking traces after each hop until you get a trace where packets are missing.

4. When you have isolated the point in the network where the packet loss is occurring, look for any counters on that device that might indicate where the packets are being lost.

Queuing Problems

Queuing delay can be a significant contributor to variable delay (jitter). When you have too much jitter end-to-end, you encounter voice quality problems. A voice sample that is delayed over the size of the receiving device's jitter buffer is no better than a packet that is dropped in the network because the delay still causes a noticeable break in the audio stream. In fact, high jitter is actually worse than a small amount of packet loss because most codecs can compensate for small amounts of packet loss. The only way to compensate for high jitter is to make the jitter buffer larger, but as the jitter buffer gets larger, the voice stream is delayed longer in the jitter buffer. If the jitter buffer gets large enough such that the end-to-end delay is more than 200 ms, the two parties on the conference feel like the conversation is not interactive and start talking over each other.

Remember that every network device between the two endpoints involved in a call (switches, routers, firewalls, and so on) is a potential source of queuing or buffering delays. The ideal way to troubleshoot a problem in which the symptoms point to delayed or jittered packets is to use a sniffer trace at each network hop to see where the delay or jitter is being introduced.

For more information on jitter, refer to the Understanding Jitter in Packet Voice Networks Opens new window document on