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- Nov 15, 2018
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We've deployed twenty two 3CX phone systems for our clients, all using hardware phones deployed at the client location using STUN with the server installed in a data center. Two of these are now having an issue with call quality that we're having trouble diagnosing.
Client A has one phone system with 30 phones deployed over three different physical locations using extension ranges as differentiators. Phones at extension ranges 100-199 and 300-399 have no issue but the phones in the range of 200-299 have the issue. The issue is, at some point during the call, people at that location can only hear every other or every few other words the caller is saying. PBX delivers Audio is set in the SIP Trunk settings, Supports Invite and Supports Replaces are not checked. In the Extension Settings, the working Extensions have all three of those options checked, while the extensions with the calls cutting out have only PBX Delivers Audio checked.
Client B has the same cutting out issue, but to all of their phones. PBX delivers Audio is the only thing checked on the SIP Trunk Options. PBX Delivers Audio is the only thing checked in all of the extension settings. We do have support contracts on all of our 3CX systems. We went through creating call dumps from 1. one of the Yealink T29G phones of the client, 2. the phone system itself, and the SupportInfo documents. After sending them in to 3CX their diagnosis is there was no audio drop in the capture on the PBX from the provider to the PBX or the phone to the PBX. The audio drops occurred on the phone coming from the PBX.
This would normally lead me to believe maybe the problem is with their internet provider. I have contacted them (Comcast), and they provide the internet to both of these clients all of their office locations. IN the case of Client A, they are providing the same packaged service at all locations. In the case of Client B, they have not noticed any issue at the location. A major issue of note with Client B, one of the phones is located at the home of one of the users, not the office location with the rest of the phones and it is having the same breakup issues. Another of the extensions is using the mobile 3CX client and not using a physical phone at all and is having the same issue.
So that's where I'm at now, wondering if the issue may be either a setting in the phone system that is causing the issue. Anyone have an insight that may help me? Much appreciated.
P.S. All 22 of our phone systems are in the same data center, behind a single firewall with all the same ports forwarded for all of the external IPs being used by all the phone systems.
Client A has one phone system with 30 phones deployed over three different physical locations using extension ranges as differentiators. Phones at extension ranges 100-199 and 300-399 have no issue but the phones in the range of 200-299 have the issue. The issue is, at some point during the call, people at that location can only hear every other or every few other words the caller is saying. PBX delivers Audio is set in the SIP Trunk settings, Supports Invite and Supports Replaces are not checked. In the Extension Settings, the working Extensions have all three of those options checked, while the extensions with the calls cutting out have only PBX Delivers Audio checked.
Client B has the same cutting out issue, but to all of their phones. PBX delivers Audio is the only thing checked on the SIP Trunk Options. PBX Delivers Audio is the only thing checked in all of the extension settings. We do have support contracts on all of our 3CX systems. We went through creating call dumps from 1. one of the Yealink T29G phones of the client, 2. the phone system itself, and the SupportInfo documents. After sending them in to 3CX their diagnosis is there was no audio drop in the capture on the PBX from the provider to the PBX or the phone to the PBX. The audio drops occurred on the phone coming from the PBX.
This would normally lead me to believe maybe the problem is with their internet provider. I have contacted them (Comcast), and they provide the internet to both of these clients all of their office locations. IN the case of Client A, they are providing the same packaged service at all locations. In the case of Client B, they have not noticed any issue at the location. A major issue of note with Client B, one of the phones is located at the home of one of the users, not the office location with the rest of the phones and it is having the same breakup issues. Another of the extensions is using the mobile 3CX client and not using a physical phone at all and is having the same issue.
So that's where I'm at now, wondering if the issue may be either a setting in the phone system that is causing the issue. Anyone have an insight that may help me? Much appreciated.
P.S. All 22 of our phone systems are in the same data center, behind a single firewall with all the same ports forwarded for all of the external IPs being used by all the phone systems.