Unsupported Agent experiencing robotic voice suddenly

[peter tasic]

Hello,

2 of our call center agents are suddenly experiencing issues with calls, customers claim their voices sound robotic. The agents both work from home, they are physically located in different countries but they call for the same country market. This started happening for both of them at the same time, other agents who call into the same market are unaffected. Any recommendations on how to go about troubleshooting this issue?
Thanks a lot

 

[ChrisC_3CX]

Could you please first provide the relevant information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[peter tasic]

Could you please first provide the relevant information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

• 3CX Version, Perpetual Professions 15.5.15502.6
• Server OS, Windows Server 2016
• Is the 3CX Server Hosted and where? Hosted on a VM
• IP Phone Make/Model/Firmware - no actual phones, just headsets.
• Provisioning Method: VPN
• Trunk Provider or Gateway Make/Model
• Has the Firewall Checker passed: NO
• Are custom Phone Templates being used: NO

 

[ChrisC_3CX]

Since you're running a pretty old version of 3CX which is no longer supported there's not much I can recommend other than at least trying to narrow down the issue by eliminating one factor at a time:

• Try internal calls only
• Test without the VPN connection
• Test with a local client.
• Try other extensions on the same clients.

Since we cannot guarantee normal functionality with such an old version, my actual suggestion would be to first upgrade the 3CX PBX to at least v16 for which the 3CX installation files are still available but might not be for long since v18 is now out. To upgrade your configuration to v18 you will need to first go through v16 so doing it now may prove vital if you plan on upgrading at some point.

 

[Evolute IT]

• 3CX Version, Perpetual Professions 15.5.15502.6
• Server OS, Windows Server 2016
• Is the 3CX Server Hosted and where? Hosted on a VM
• IP Phone Make/Model/Firmware - no actual phones, just headsets.
• Provisioning Method: VPN
• Trunk Provider or Gateway Make/Model
• Has the Firewall Checker passed: NO
• Are custom Phone Templates being used: NO

I would recommend upgrading.

You can trade-in your perpetual license to get a year free on-top of your new annual license.

 

[peter tasic]

Just to update: we're tried giving them extension config files from people who are not experienceing the issue and the problem remains.
We've also confirmed that this issue only happens with 3CX - Teams, Skype, Zoom etc all work fine so it's not a hardware issue, nor an extension issue.
Internal calls also have the problem.

 

[Evolute IT]

Just to update: we're tried giving them extension config files from people who are not experienceing the issue and the problem remains.
We've also confirmed that this issue only happens with 3CX - Teams, Skype, Zoom etc all work fine so it's not a hardware issue, nor an extension issue.
Internal calls also have the problem.

Unfortunately, since you're using V15.5 and that version is no longer supported, there's not much we can do for you.

 

[leejor]

You might want to check the Codecs being used, and compare to other locations.

 

[FridayIT]

You might want to check the Codecs being used, and compare to other locations.

^^^^^
This, you want to make sure you are not transcoding as that will kill your audio quality.

Only enable protocols that your trunk supports.

 

[peter tasic]

^^^^^
This, you want to make sure you are not transcoding as that will kill your audio quality.

Only enable protocols that your trunk supports.

Wouldnt this mean that all the extensions in the same group/using the same trunk would have that exact issue? Instead it is just 2 out of roughly 20 extensions.

EDIT: checked the codes, all the trunks in use only have one codec specified.

 

[FridayIT]

Wouldnt this mean that all the extensions in the same group/using the same trunk would have that exact issue? Instead it is just 2 out of roughly 20 extensions.

EDIT: checked the codes, all the trunks in use only have one codec specified.

Personally with our installation, we found we could only use G711u/a as any other codec when traversing the trunk would run into a lot of quality issues.

 

[peter tasic]

Personally with our installation, we found we could only use G711u/a as any other codec when traversing the trunk would run into a lot of quality issues.

We use G711 A on all trunks.

 

[FridayIT]

We use G711 A on all trunks.

Sorry to clarify, you also have G711A enabled for the extensions as well correct?

 

[peter tasic]

Sorry to clarify, you also have G711A enabled for the extensions as well correct?

Yeah, just checked. Altho the extensions have mutliple codecs listed and G711A is not the top priority atm. I reckon i can try rearranging the order to see if the call quality improves?
edit: after swapping the order, does the user need to re-apply the configuration file?

 

[FridayIT]

Yeah, just checked. Altho the extensions have mutliple codecs listed and G711A is not the top priority atm. I reckon i can try rearranging the order to see if the call quality improves?
edit: after swapping the order, does the user need to re-apply the configuration file?

If they are using the 3cx app I believe that they will auto update. if you are using deskphones you will need to send a "re-provision" in order to get them working.

I would recommend removing all codecs your trunk does not support from the extensions. it was the only way I was able to fully ensure there was no transcoding.

also check

settings --> general --> internal and external calls.

set these as well to be g711 as primary