3CX Fading out issues

[chad.moeller]

Our users are finding their audio fading out, some are gradual some are more immediate. This is impacting users with Deskphones (Yeahlink T54W 96.87.0.15 and 96.87.0.16), softphone and mobile app users all the same. I have monitored call quality and see excellent results on problem calls. I have a Fortinet firewall and switches. Is there any minor tweaks or configs anyone can think of to check? Its not even catching any packet loss which is confusing. The issue is not consistent and not easily replicated but happens consistently throughout the day for customer to take notice and complain about.

3CX - Version 20.0 Update 7 (Build 1080 Release) on Prem

 

[Alphabetic]

Do you pass the firewall test?

what is the network topology?

Who is the sip provider?

does it happen with internal calls?

Is the problem captured in call recording?

 

[chad.moeller]

Do you pass the firewall test?

what is the network topology?

Who is the sip provider?

does it happen with internal calls?

Is the problem captured in call recording?

I appreciate the quick reply! Below is the responses

Do you pass the firewall test? Yes

what is the network topology? Layer 3 routing done through the firewall. Fortinet Switches all around.

Who is the sip provider? Flowroute

does it happen with internal calls? internal and external

Is the problem captured in call recording? I have not recorded any calls yet but would be willing to try.

 

[KyriacosS_3CX]

Also a Packet Capture on the PBX of such a call where you can also listen to the call packets would show where the lower volume is originating from.

Have you tried Enabling/Disabling PBX delivers audio?

 

[chad.moeller]

Also a Packet Capture on the PBX of such a call where you can also listen to the call packets would show where the lower volume is originating from.

Have you tried Enabling/Disabling PBX delivers audio?

Yes that is currently enable on all users. I will try to packet capture today.