Audio level on external calls

[Sminkiottone]

Good morning,

I got a 3CX pro on-premise and I'm having an issue with the audio level calling and accepting external calls, the audio is very low, not only the audio we receive but also the person on the other side of the line is hearing us very low, strangely the audio is perfect with the internal calls.

I've set best audio codec directly in the Trunk but doesn't change anything. Any suggestions?

Best Regards.

 

[eddv123]

What codec is being used on the call ? have you traced to see ? despite what is set on the trunk on 3CX this could be negotiated to something different. Some providers can be different.

Obviously you have compressed codecs and un-compressed, a compressed (like G.729 will use less bandwidth but give a poorer audio experience).

 

[Sminkiottone]

What codec is being used on the call ? have you traced to see ? despite what is set on the trunk on 3CX this could be negotiated to something different. Some providers can be different.

Obviously you have compressed codecs and un-compressed, a compressed (like G.729 will use less bandwidth but give a poorer audio experience).

Thanks for the reply, I've set it up the priority like this in both trunk and extensions:

1. 722
2. 711-A
3. 711-U
4. 729
5. GMS

I did not traced any calls, not sure if I know how to do it, the provider is Swisscom from Switzerland.

Best Regards.

 

[eddv123]

Here you go: https://www.3cx.com/docs/capture-network-traffic/

You can look at the SDP body of the call and see what codec is negotiated - if you get any issues feel free to send over the trace.

 

[Sminkiottone]

Today I made a few tests and the codec being used is G.722, still the audio volume is way lower than the overall volume like the ringtone

 

[eddv123]

And have you tried testing another ?

Interesting you should say that about G.722 however as G.722 is meant to provide improved speech quality due to a wider speech bandwidth of 50–7000 Hz (compared to narrow band speech coders like G.711). This may mean it is not a codec issue but worth trying still.

 

[Sminkiottone]

And have you tried testing another?

Interesting you should say that about G.722 however as G.722 is meant to provide improved speech quality due to a wider speech bandwidth of 50–7000 Hz (compared to narrow band speech coders like G.711). This may mean it is not a codec issue but worth trying still.

Thanks for taking the time, I've tested it on a couple of PCs and the volume is still low (and different headphones), the thing that is weird is that internal calls are way louder than external calls, the problem is that in office where there are 2 or more people on the phone they have difficulties earing the person on the phone over the colleague speaking.

 

[eddv123]

OK try the "Codec Priority for Local/Internal Calls" under settings >> PBX.

 

[nitrox]

are you using a media gateway or did you get a sip trunk? If you use a sip trunk, which provider are you using?
regards

 

[Sminkiottone]

are you using a media gateway or did you get a sip trunk? If you use a sip trunk, which provider are you using?
regards

I'm using a sip trunk provided by Swisscom

 

[nitrox]

have you tried to "buy" a trunk from somewhere else and see if you have the same issue?
regards