Bad internet affecting audio

[user_in_system]

We had successfully tested out 3cx at IPPBX and decided to migrate to the hosted 3cx. The system is not useable now due to quality issues. The typical broken audio, no audio type issues. I also noticed after we migrated, we could not dial extension to extension without enabling PBX Delivers Audio for each user. If I un-check "PBX Delivers Audio" on the user, they cannot hear the other party (extension to extension).

Phone Information:
- Moved from IPPBX to 3CX.
- Backup / Restore
- SIP host Telnyx LLC

LAN Information:
- End Clients are only using webclient or PWA
- Palo Alto firewall, ALG disabled
- Firewall check shows everything Done /Green

Thank you in advance to anyone that can help.

 

[VoIPTools]

I assume you migrated from on-prem to hosted?

If you setup a local SBC then the phones (those local to the SBC) should be able to make extension to extension calls without the audio traffic having to route all the way back to the PBX (PBX delivers audio). Without a SBC, there is no direct communication between the remote phones and you will have to check PBX delivers audio.

 

[user_in_system]

Hi VoIPTools,

I was just mentioning that "PBX delivers audio" was necessary in order to call extension to extension. I am a little perplexed by this because of the following statements:

I mentioned that we are only using the webclient.

According to this forum post:

https://www.3cx.com/community/threads/webclient-and-sbc.122209/

SweetAction says "The webclient / desktop apps have the SBC (ok, tunnel) built into them so no separate SBC is needed."

I am still working on trying to identify the main issue which is the quality and open to any suggestions. I have engaged the SIP provider as well.

Thank you.

 

[SweetAction]

What happens with audio tester? *777 from your phone, you record, it plays back. Works? Good Quality?

Using a webclient and being unable to hear another webclient user is almost unheard of. Do you have some sort of DPI (deep packet inspection) going on at each client device? Are they doing something like zscaler or full tunnel VPN somewhere that is manipulating packets? Or a super aggressive anti-virus tool? The webclient is using a secured websocket back to 3CX, so nothing should be able to cause issues (as far as NAT goes), but you're saying you have issues.

You do not need a SBC for webclient.

 

[VoIPTools]

I missed the fact that you are just using web clients. These are web applications running on the 3CX server. I don't believe an SBC applies in this case. That does mean, however, that audio will always have to travel up to the PBX and back down to the other extension rather than communicating directly. Your internet infrastructure is going to be critical to good quality audio. On the plus side, now you know exactly what your outside party hears when talking to you.

 

[N_G]

This has to do with your internet connection, not 3cx hosted. Also you must use a supported provider and not touch the settings.