Hello Experts,
We have a very strange issue in cisco jabber and need any help or advise from cisco collaboration experts.
Problem Definition:-
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An intermediate one way audio calls in cisco jabber (agent couldn't hear the customer) about 5% from Calls.
Call Flow:-
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Customer > Cisco Ingress GW >> CVP >> CUCM >> Agent (Jabber)
Product versions:
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UCCE 12.6
CUCM 12.6
Jabber 14.2 & 14.3
Action Taken:-
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- Agent are working in the office , not VPN.
- Checked the affected call statistics and found that it has a sent and received packet (from the agent PC)
- Checked the affected Call recording and can hear the customer and the agent from recording side , but agent couldn't hear the customer.
- Opened a TAC Case and they recommend to upgrade the PC audio driver and the cisco Jabber to the latest version
- We made the recommended action but with no vain.
- Checked the cisco community and found a similar case but with different versions (https://community.cisco.com/t5/collaboration-applications/cisco-jabber-first-call-of-the-day-issue/td-p/3678652) also there's no answer on it.
- Unfortunately, we couldn't setup the Wireshark due to security policies.
- Some calls disconnect without any reason , we didn't know if it's related or not
Please if someone face this issue before and could solve it , please help.
