Call Quality Poor

[barry27]

We are using IP Manager v10 with Avaya 9508 phones. Some of my users are reporting that the call quality is not as good as it used to be since we started adding more users to the phone system. Specifically, the receptionist reports that she often experiences "dead air" when a caller is speaking to her, so that she only gets parts of words or sentences, and frequently has to ask a caller to repeat themselves. Other users report echoes and static on calls. These are always call to numbers outside of the phone system -- these problems do not occur with internal, extension-to-extension calls. Are there settings I can check or adjust to reduce/eliminate these quality issues?

[markgallagher]

Having yourself diagnosed that the issue doesn't affect internal calls, you failed to include any details on the type of external trunks used by the system.

[barry27]

I have not diagnosed anything, but am merely reporting the symptoms communicated to me by the users. I have not experienced these same issues myself. I am new to the company and this ongoing issue was basically dropped into my lap.
Under Line in IP Office it shows 4 analog trunks and a PRI 24. The analog lines are plugged into ports 9-12 on module 1. The PRI indicates channels 1-16 In Service and 17-23 Out of Service.

[barry27]

Some additional information:
We have 2 geographic locations being served by two separate IP Office systems. Both IPO servers are located in HQ1, and only phones are in HQ2. Users report that a call between extensions of HQ1 and HQ2 experience the call quality issues of dead air/silence, but a call to the direct number of the same extension does not have this issue. Similarly, when a call comes in to the Receptionist at HQ2 (I'm assuming by a caller pressing '0') the call quality issues persist. This does not seem to happen when calling a direct number, from either HQ1 or HQ2.
I've also noticed that all the extensions at HQ2 are digital extensions, and when a new user come on board we have to find an unused digital extension and repurpose it for the user. Right-clicking and creating a new extension does not give the option to create a new digital extension. However, the extensions in HQ1 are a mix of digital and H.323, and new users are created there using H.323 extensions. The previous phone administrator could not explain the difference, nor could they explain why we have to repurpose extensions for HQ2.

[dkoehler]

What can you see in the "System Status Tool" under "Alarms" -> "Call Quallity"?
What Phonetyps are using in HQ1 and HQ2?
How are the connection between the IPOs? SCN? Over a dedicated Switch?

[gmaste]

You need a tech/reseller to be involved

There are way too many variables in your mixed network to get a real solution via txt and a forum- you need an on-site phone tech / network designer that knows IP Office and trunks, digital and IP endpoint connectivity, pri and analog trunking, distances, cable runs, etc.