Poor voice quality

[farmerjim]

I'm experiencing poor voice quality with occasional 'your session has been paused' passages on agent's screens.
This takes a few forms, agent's can hear the client for a few seconds then the sound cuts out and comes back, sometimes its very poor quality speech and the call has to be ended.
There are a maximum of 9 agents on at any one time and I see these issues when we go above 7 agents or so.
I've put the Vicidial users on a separate switch along with the server for now and see now change. When i listen to call recordings i can hear the poor speech quality in the recording.
Does anyone have any idea about where to look next?
I'm using a Sangoma A101 card with 30 channels on an E1 circuit

[williamconley]

if the problem were just call quality, i'd be looking at the E1 card. but since you are also experiencing paused sessions it is very likely you have a networking problem between your agents and the vicidial server.

you cannot drop packets between the agent web browser and the Vicidial server (it will cause "your session has been paused" among other things such as poor sound quality if the agent's phone is using the same network path).

Good job posting your specs.

PS: Turn off ALL agent internet access to test this theory. If it works, leave internet access for agents off.

[farmerjim]

That was my thinking and i tried it. No change!
The agents are using an on board sound card and there appears to be a second sound card at the rear on the PCI bus. I'm going to switch the headsets to this this evening and re test
I'll post back

[williamconley]

I strongly suggest you have a networking issue. Agents being "paused" is not due to a sound card problem. Just sayin' ...

Check using some network testing software (wireshark for example) to see if you are dropping packets between the agent workstations and the vicidial server. You may be surprised.