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Ivr Voice Noise Voip Edition

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#1 ahmed.muneer 18 August 2017 - 12:34 AM

Dear VG team,



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.




Cell phone : +537703778

#2 SupportTeam 18 August 2017 - 07:09 AM

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.

#3 ahmed.muneer 20 August 2017 - 04:35 PM

Dear VG Team,



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.

  • Attached File  log.rar   817.11KB   20 downloads

#4 SupportTeam 20 August 2017 - 07:35 PM

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.

#5 ahmed.muneer 21 August 2017 - 04:29 PM

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.

#6 SupportTeam 21 August 2017 - 05:01 PM

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.