AWS Cloud Hosted PBX Audio Crackling

[Jesse Turner]

I just created a 3CX system using the pbxexpress setup in AWS EC2 instance. voip.ms is the provider, verified the codecs that are supported are in place. When I make or receive a call with the 3CX softphone I have a crackling/ticking noise in my calls. The person on the other side doesn't hear this.
Where should I start looking for what is causing this issue?

 

[leejor]

Is the issue limited to the softphone? Until you register another set, you won't know if it is a set to PBX, or PBX to provider issue. Although...if you call in and reach voicemail, or a Digital receptionist, is the noise there? If not, then it is probably an extension, or extension to PBX issue.

 

[Jesse Turner]

Leejor,

We only have softphones here so this is what I have tried so far and all have the same result, it makes the popping/crackling noise only when someone is talking to and from the phones, when no one is talking the noise stops.

All softphones are on the same hosted PBX

I tried from my softphone to a regular cellphone number on wifi and on off
I tried from a cellphone number to my softphone both on wifi and off
I tried from my softphone to another softphone on wifi and off
I tried from another softphone to mine on wifi and off
I tried from another softphone to another softphone on wifi and off and audio was clear.

Looks to be something with mine. I am going to create a new ext and try.

 

[Jesse Turner]

I created a new extension and re-registered my phone and the noise is gone. Maybe it was because my line was the operator line?

 

[YiannisH_3CX]

Hello @Jesse Turner

Glad to see the issue is now resolved however it should make no difference if the extension is set as the operator extension or not. In fact you can test this by navigating to Settings / PBX and setting the operator extension to your new extension and see if that makes any difference.
I would suspect a codec issue with the extension as it might have had a different codec order to other extensions. Do you have the issue if you revert back to the original extension?