Solved 3cx hosted, sbc

[TBlaine2782]

I am using 3CX hosted, enterprise, and have SBC running in a VM onsite.

Users are reporting that audio is cutting out randomly at all extensions.

I tried enabling the "pbx delivers audio" option, but users still reporting audio cutting out.

we have a Ubiquiti UDM Pro router, SIP / ALG option is already disabled.

 

[NikosT_3CX]

@TBlaine2782 i have checked your machine and I can not see any issues or disruptions at the OS level.
Issue you are facing is happening only at calls from desk phones via sbc ?
Does this happen let’s say when a desk phone calls another extension at a mobile or web client?
Or only at external calls ( inbound and outbound ) ?

 

[TBlaine2782]

internal calls, no cutting out at all.

external is where the audio is cutting out, inbound and outbound.

they have called cell phones and land lines, experiencing audio cutting out.

we do not use web client at all.

 

[NikosT_3CX]

@TBlaine2782 since you have pbx delivers audio enabled as you said, this means that even for internal calls, audio goes up to the pbx side and comes back.
Now this means that this part of the calls is ok.
Provision a mobile application and make some test with externals numbers, dial out and also dial in and answer from the mobile.
You still have the issue ?

Let’s try to eliminate as many factors as possible and isolate it to the issue.

 

[NikosT_3CX]

@TBlaine2782 did you by any chance proceed with the above steps in order to eliminate as many things as possible in order to find the actual source of the issue ?

 

[TBlaine2782]

I'm going back on site tomorrow to test with mobile app, and bringing a different model phone as well to test. I will report back here.

They are currently using Polycom VVX_201 phones. I'll have them try a couple Grandstream GXP 2140's

 

[Saqqara]

Make sure you are running 3cx supported firmware - https://www.3cx.com/sip-phones/polycom-vvx/#h.3hiifqrpse89

 

[TBlaine2782]

 

[NikosT_3CX]

@TBlaine2782 did you make any tests when you went on site ?

 

[TBlaine2782]

Unfortunately the issue has become worse.

I tested calls through the web app, no issues there.

The existing Polycom phones continue to cut out, but not drop

Users with the new Grandstream phones are reporting calls have completely dropped after 5 minutes.

 

[NikosT_3CX]

@TBlaine2782 I would highly recommend to either find a 3cx partner to assist you on this issue ( https://www.3cx.com/ordering/find-reseller/ ) or open a ticket with our Tech Support Team via your Portal with our Tech Support Team to check this issue and find the real source of the issue you are facing.