T54W/T58W choppy ringing audio

[JFACS]

Very strange issue has just popped up for one client. They have a mix of T33G/T54W/T58W, and for the past few days users making outbound calls with the T5 phones are hearing distorted and choppy ringing when placing an outbound call. Once the remote party picks up, the audio is fine in both directions. On occasion it's been no audio/ringing at all until the other party answers, but again audio is fine once that call is connected.

System is up-to-date on V20 release 4.
They have a Patton 4171 PRI gateway for outbound calling, also running most recent firmware.
All phones, the SIP gateway, and the 3CX vmware server are all on the same vlan/subnet and reside at the same physical address.
All phones are running latest supported phone firmware.
T54W - 96.86.0.81
T58W - 150.86.0.69
T33G - 124.86.0.77

It's odd that the T33G users are not experiencing this issue.
Defaulting the phone to factory and re-provisioning does not change this behaviour.

 

[JohnS_3CX]

Hi,

If it was the phones we would likely expect this with internal calls too (where the phone itself generates the ringback tone).

But since this is for external calls, the ringback could potentially be generated by the provider/gateway side.

Either way, you need to analyze packet captures to figure out if the tone is sent in the audio stream or not and decide what to do from there.

 

[JFACS]

Thanks for the reply.

It turns out I just needed to enable PBX delivers audio for each user and the ringback heard was normal throughout the call again. Guessing this was an artifact still working as it was before in v18 when that option was configured as a checkbox on the gateway setup and not necessarily for the individual users. For whatever reason, that started acting up, but is sorted now once I checked that off for all 130+ users.

 

[cpe90]

Thanks for the reply.

It turns out I just needed to enable PBX delivers audio for each user and the ringback heard was normal throughout the call again. Guessing this was an artifact still working as it was before in v18 when that option was configured as a checkbox on the gateway setup and not necessarily for the individual users. For whatever reason, that started acting up, but is sorted now once I checked that off for all 130+ users.

We have a similar issue with the Patton.
When dialing out, it will ring once and then be silent.
And your solution FIXED it!

THANK YOU!!!

 

[JFACS]

Great to hear!