CWMS 2.0MR7 intermittent dead air on call-in and call-back for internal and external users

Question

Hello,
I have got a new install of CWMS 2.0MR7 800 users non HA system. During initial testing we noticed that when we call-in or call-back there was a dead air even though the call is connected we don't hear welcome to WebEx....when we hang up and call again it works fine and we hear welcome to WebEx so the issue is intermittent. CUCM version is 8.6
Can someone please advise how do we go about troubleshooting something like this when the issue is so intermittent?
Thanks

Answer 1

Hi,
Please check the following:
1. Please check if you are on supported hardware and that no co-resident VMs exist:
http://www.cisco.com/c/en/us/td/docs/collaboration/CWMS/2_0/Planning_Guide/Planning_Guide_chapter_01011.html#reference_249B138B71324D19B09141D3849EC058
2. Check if you have any snapshots on any of the virtual machines for the system. If you have captured any snapshots before an upgrade, make sure that you delete them within 24 hours as they cause degradation of system performance and are known to cause audio quality issues.
3. Please check your network bandwidth for these requirements:
http://www.cisco.com/c/en/us/td/docs/collaboration/CWMS/1_5/Planning_Guide/Planning_Guide_chapter_01.html#reference_267DB686BB224EB7A49DE4C783C912E6
If you still face the problem, please open a TAC case to troubleshoot the issue further. We will be able to get detailed logs and sniffers to find the cause of the issue.
Thanks,
Jyothi