cisco IP phone voice issue

[arivuram16]

HI all,

Using cisco 8845 as master phone and 7821 (qty - 104 no's) as users phone. Having issue in voice at user end at all user phones. audio is not clear at user end. Everything ok at Master phone side. CUCM - 11.5.

Can any one suggest or help to fix the issue.

Thanks in advance

[Maren Mahoney]

Are you saying that audio on the 8845 phones is fine, but on the 7821 phones the audio is poor?

Are the phones in the same region and/or device pool? Are the at the same site or at different sites?

[arivuram16]

Yes.. All are in same infra and same ip pool. And i have checked all phone audio quality. some of the phones audio are gud and found, there are two types of firmware running in the user phones.

1.sip78xx.11-5-1SR1-1 - facing audio issue

2.sip78xx.11-5-1SR1-2 - its working fine.

so firmware difference cause any audio issue.. PL suggest and how to update the firmware all in same version.

thanks in advance

[R0g22 · Accepted solution]

It might. Try upgrading one of the affected phones to 11-5-1SR1-2 and then test. If it resolves the issue, then well upgrade them all or open up a TAC case if you want an RCA or a possible known defect.

[Maren Mahoney]

Look at Device > Device Settings > Device Defaults to see what the default firmware is for that model phone. If it is the higher version, then a full reboot of the lower-firmware phone should cause it to upgrade. If it is the lower version, then the phones with the higher version won't downgrade which would account for the two different firmware versions. In that case you need to get new firmware for that phone model.

To upgrade firmware you need to download it from CCO and then install it on CUCM. Here is a link to instructions for the process. It is for a different firmware than you are getting, but the procedure is the same:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cuipph/7800-series/firmware/12-0-1/release_notes/pa2d_b_7800-release-notes-for-1201.html#CUIP_TP_IF7937E9_00

[arivuram16]

Thank u so much....