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3cx call flow and audio issues

Discussion in '3CX Phone System - General' started by kurt5132081, Dec 15, 2017.

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  1. kurt5132081

    May 11, 2017
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    Hi Guys

    ok, so we have a call enter running on 3cx version 15.5.0 professional.

    calls come in via SIP trunk--> IVR --> Queue, agent. All agents in the call center use the latest version of the windows soft client

    the issue we are having is sometimes calls will come in, it will ring on the soft phone and then drop the call (queues configured for 10s ring time)

    or the agent will be talking on the phone, and another call will be sent to line 2 (extensions are not configured to accept multiple calls)

    or we will have call quallity issues where calls break up and agents are unable to to hear the person on the other end of the call.

    all of these issues are resolved by restarting either the queue manager service (when having call flow issues) on the server or the media server service (when having audio issues)

    any assistance from you guys would be appreciated.
  2. eddv123

    eddv123 Well-Known Member

    Aug 15, 2017
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    Hi kurt5132081,

    Is this call center just using Soft-clients ? no desktop phones in conjunction with them ?

    Have you also checked:

    * You are running the very latest Service Pack 2 of 15.5.

    * The desktops running the clients have the latest Windows updates and .NET Framework (I am assuming it is not a MAC environment).

    * A PCAP trace or VERBOSE log from the 3CX system when the issue occurs - it could contain valuable information: https://www.3cx.com/docs/collecting-logs-for-3cx-support/

    * Who is your provider ?

    Call quality issues are normally an issue related to your network - and this is where you have a flat network and other packet types (like data) are conflicting with your Voice traffic. You would normally VLAN off your voice and data or use QoS to prioritize your voice packets.
  3. lneblett

    lneblett Well-Known Member

    Sep 7, 2010
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    There are two distinct issues and while they may be related to one another in some cases, they need to be looked at individually.

    The first issue is that involving the queue and the handling issues
    The second issue is the call quality.

    It is unlikely that the issue is with the services themselves and restarting same only provides relief in that whatever calls there were, are no longer. Fundamentally, the conditions were changed.

    It would be beneficial to get an idea of the setup and capabilities of your system in addition to the earlier questions asked by eddv123:

    1. What is the call license limit for your PRO edition?
    2. What OS is running 3CX and what are the hardware specifications?
    3. What is the Internet connection type and speeds (in each direction)?
    4. Are there other programs in use such as SQL, Exchange, etc. on the same platform?
    5, Is call recording in use?
    6, What codecs are set for the softphones and for the SIP trunks?
    7. How many Qs and how many agents in each?
    8.Are the agents who have the softphone all connected by cable or are some using Wi-Fi?
    9. What provider?

    This statement - The issue we are having is sometimes calls will come in, it will ring on the soft phone and then drop the call (queues configured for 10s ring time)

    How are you able to ascertain that the call dropped? Is it possible that the caller hung-up?

    A capture is the best bet on being able to see what actually happens as we can see the traffic between the system and phones all in one graph and can zero in on any piece, The verbose logs, while helpful, are not nearly as easy to get the big picture. Unfortunately, the issue is that your problems seem somewhat sporadic so you may need to invest some time in running the captures. The capture will need to monitored as well as it consumes space and can become too unwieldy to use.
    YiannisH_3CX and eddv123 like this.
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