I’m troubleshooting a persistent audio quality issue on our on-prem Edge servers. Our customers are reporting audible ‘clicking’ or ‘popping’ sounds during periods of silence on calls coming from our legacy Avaya G450 gateways.
After looking at the SIP traces, it seems the Avaya is sending ‘Comfort Noise’ packets (RFC 3389) during silence. The Genesys Edge seems to be struggling to transition between the G.711 voice stream and these CN packets, causing the glitch.
Is there a way to disable Comfort Noise support on the Genesys Cloud Trunk, or do we need to force the Avaya to send a continuous G.711 stream even when there’s no audio? I’ve checked the ‘External Trunk’ settings but don’t see a specific toggle for RFC 3389.
I’ve inherited this setup and had the same issue. Genesys Cloud BYOC trunks don’t have a specific UI checkbox for RFC 3389. You have to handle this at the SDP level.
In your Trunk configuration, under the ‘Media’ tab, look for ‘Preferred Codecs’. Ensure that CN (Comfort Noise) is removed from the priority list. If it’s not in the SDP offer, the Avaya should fallback to sending ‘Silence’ as standard G.711 packets. This fixed the clicking for us immediately.
From a speech analytics perspective, these clicking sounds are a nightmare because they can be misidentified as ‘Over talk’ or ‘Noise’ by the sentiment engine.
If removing CN from the trunk doesn’t work, check your ‘VAD’ (Voice Activity Detection) settings on the Avaya. If VAD is on, it will always try to send CN packets to save bandwidth. Turning VAD off on the gateway is the ‘Cleanest’ fix, though it will slightly increase your network traffic between the data centers.