We are experiencing intermittent call quality issues on our network

[Henrico JvR]

Hi Forum
We are currently experiencing intermittent call quality degradation affecting multiple users across both the 3CX desktop and mobile applications.

Users have reported issues where calls sound muffled, as though the person is “talking under a blanket,” along with noticeable echo and unstable audio during conversations.

Current observations and troubleshooting findings:

• Poor and unclear call quality primarily experienced on the 3CX desktop application
• Reports of muffled audio, echo, and intermittent voice distortion
• In some instances, switching from office/Wi-Fi connectivity to a mobile network improves the call quality
• Similar issues have also been reported on the 3CX mobile application, although less consistently
• The issue appears intermittent but is affecting multiple preople within the organization
• There was a noticeable increase in complaints for the past month or so.

Please investigate and advise on any further diagnostics or information required from our side.

Thanks

 

[N_G]

This is a networking issue that you must investigate on your side..... Or a SIP trunk provider issue if the issue only pertains to outbound and inbound calls.... You can enable the call quality feature in the app to see more networking info to troubleshoot

 

[Henrico JvR]

This is a networking issue that you must investigate on your side..... Or a SIP trunk provider issue if the issue only pertains to outbound and inbound calls.... You can enable the call quality feature in the app to see more networking info to troubleshoot

Hi N_G

I am using a hosted multi-Tenant PBX system and I am new to 3cx, can you guide me on how tpo enable the call quality feature?

 

[KyriacosS_3CX]

Hello, please see: https://www.3cx.com/blog/docs/call-quality-tool/

 

[Conor_Harvey_2000]

Depending on what SIP Trunk you are using, you can also ask them to run packet captures for the day. This will pick up all calls and you can see all the data from this.

If you wern't hosted, you would also be able to setup a packet monitor on the PBX itself to capture this, but as you are hosted, the above might be the best choice.

 

[Henrico JvR]

Thank you guys, I will be monitoring calls for the week and hopefully I will be able to see where the issue seem to be.

Appriciate your assistance

 

[Alphabetic]

Also confirm your system spec meets minimum spec and specify whether or not youre using a supported SIP trunk provider.

You can also give the SIP Trunk checker a go and run a firewall test from the dashboard.

Is this affecting internal calls too?

Can you pickup the audio issues in a call recording?