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[Omar Ali]

Hi good day,

I have setup my 3cx system so all external calls will go to the IVR. However I need to disable it and send all calls to the reception to answer personally. When I send calls to the reception VIA the SIP Trunk and route calls to - destination for calls during working hours to Reception, all my external callers complain that they hear an echo and call breaking up, but the reception is hearing them good. So when I changed back to the option so the IVR could answer all the calls, the call quality is better, anyone know what could be wrong.?

Regards

 

[YiannisH_3CX]

Hello @Omar Ali

What happens if you call the reception directly from an internal extension? Is the call quality ok? Is the issue only present with calls coming from the trunk?
Which provider are you using ?

 

[Omar Ali]

Hello only when customers call externally, internal is fine.
I have regular phone lines from two separate phone companies configured and customers hear the same breaking up with both numbers they call. If I revert back to IVR all is well...

 

[YiannisH_3CX]

What version PBX are you running? You can see the exact build number on the Dashboard under the Information column. Also what type of gateway do you use?
If the caller selects to talk to the receptionist is the audio ok?

 

[Omar Ali]

Hi I use 3CX 15.5.0 professional and for the gateway I use GrandStream GXW410X.

How I configured the system is when any customer calls the reception phone it will ring immediately, I would not forward any calls to the IVR.

If I revert back to sending external calls to the IVR call quality would be fine.

 

[Omar Ali]

any other suggestions?

 

[VoIPTools]

I had a very similar situation. Inbound calls that went to an IVR sounded fine if transferred from the IVR to the receptionist. But if the calls went from the IVR to a queue, the audio was totally unrecognizable. Strange, right? Even stranger was the solution -- reset the router. Somehow the firewall and 3CX didn't play nice with each other when calls were transferred to queues. I wasn't in charge of the firewall, so there could have been more to this story than a simple reboot, but your situation sounds similar. You might want to revisit the firewall checker to ensure everything looks good, and maybe a simple reboot of the firewall? I never did come up with a logical explanation for why.

 

[Omar Ali]

will investigate further, thanks for the advice.