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Voice Delay / Voice Quality Issue Using VoiceEdge Desktop App
UPDATE 1/31/23: This is directly from the senior engineer working with developers. The issue is related to how RTP is read by the RTC media server.
The VED / RTC team made changes to the media server config to address the issue and are rolling it out slowly across all RTC media servers (should be all done next week). This issue has nothing to do with the client at all. There are no reports of a VED app rebuild. None whatsoever.
UPDATE 1/26/23: A patch was released last night that should have corrected the VED Audio delay issue.
Please have your people log out and log back into the app and let us know if its better now or worse.
UPDATE 1/13/23: If you are experiencing the Voice Delay / Voice Quality Issue, CALL and REPORT the issue to the VoiceEdge Team. We have been having this issue since before 12/14/22. Our original ticket number is CR068103811.
We have 6 users that are having issues voice delay issues with Version 1.47.0. The longer the call, the longer the delay. Upwards of 20-30 seconds after a 3-5 minute call. I have been working with tech support for 3 weeks.
Back story... The users are working from home, located in Florida, Indiana and Illinois. All but 1 have Comcast home Internet. They all started having a voice delay issue about 3+ weeks ago.
Long story short... Comcast Tech 4 ECC Mid Market Technical Support is saying that it's an issue with the users local Internet or LAN.
Please let me know if anyone has Version 1.46.0 saved in your downloads, as and I would like to use 1.46.0 for testing. I have only been able to find version 1.42.0 in all of the downloads that I have access to.
user_b55b00
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3 Messages
4 months ago
I called to ask about this update after no one in our company had been able to trigger the installation on 1/27.
After being given the runaround for half an hour, escalating to a higher support tier and being given the runaround for another half hour, I was told:
1. That there is no patch and they are rebuilding the app from the ground up (and that this is developed by a third party, not Comcast).
2. That the issue is a result of an update that complies with new Windows and Mac OS security requirements and that rolling back to a previous version is therefore impossible.
Do with that what you will. I have noticed that not one single Comcast rep has replied on this thread with acknowledgement of the actual issue or offered a legit fix. Maybe we'll have better luck with the fiber services that are coming to our area next month.
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carson.kerr
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1 Message
4 months ago
Just wanted to chime in and say I've been having the same issue for weeks now. WFH on plenty fast Verizon FiOS internet, but the gradually increasing call delay on desktop VoiceEdge makes it unusable after even a few minutes on a call.
Running the most recent 1.47.0, and also just reimaged my work laptop so there shouldn't be any confounding factors.
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