Crosstalk is very unlikely to be sourced at the IVR. About 99% of the time it is outside HMP Elements (Voice Elements Platform.)
If it is coming from the IVR, it is generally a result of routing a channel to an incorrect voice resource or other channel. If you have conferencing, it could be a result of placing the wrong channel in a conference.
There are two options in the config file that you can turn on and off to dump the routing tables and mixers. The config file is re-read every 15 seconds.
To turn on:
<setting name="DumpRoutesMilliSeconds" serializeAs="String"> <value>60000</value> </setting> <setting name="DumpMixersMilliSeconds" serializeAs="String"> <value>60000</value> </setting>
To turn off:
<setting name="DumpRoutesMilliSeconds" serializeAs="String"> <value>0</value> </setting> <setting name="DumpMixersMilliSeconds" serializeAs="String"> <value>0</value> </setting>
The 60000 = 60 seconds.
You could push this to about every 20 seconds (20000), depending on the number of ports you have in your system. You don’t want to dump the tables too often or you could introduce some jitter.
The HighSpeed log will show the routing table and the mixers.
Look to see if a channel is “out of state” or if a mixer is holding on to something it shouldn’t.
If there is something amiss, the only way to correct it is to restart HMPE. Moreover, you may also need to figure out why it got out of state.
If it turns out that these are “normal” then it is likely something external to HMPE.
You may want to setup a rolling wireshark running that would allow us to capture all calls and then have the reported call analyzed. We have seen two things happen in the past:
1) Cross talk is coming from the carrier. The characteristic of this is that it is smoothly mixed in and sounds like you are in a conference call. Sometimes the crosstalk audio is “quiet and in the background”.
2) A stray stream is coming in on the same port as the current call. This is characterized by choppiness or jitter. You hear alternating packets from your conversation’s stream and from the crosstalk stream.