Call connection quality from Excellent to Poor since v20 update 4 on the weekend

[ArtR]

Hi All,
I've been working with a user who was complaining of occasional call quality issues to customers, so we turned ON his connection logging and working through testing etc last week.
During that time, the calls placed came back as Excellent quality.
Now since the weekend gone, when v4 was released and our 3CX can auto update on Fridays, I look at this connection events this week, and they are all Poor quality now.

Has something changed between versions where the classification has been adjusted?

Actually, on newer reports, often it doesn't give a score for the caller, just has unknown, so maybe that is what gives it a Poor score, but how to fix that?
Otherwise nothing has changed on our setup, other than the version upgrade. (Hosted on Amazon EC2)

Just makes it hard to know if this is a useful tool or not, for identifying any issues.

 

[ivank]

Hello, in U4 RTCP support has been added to IVR and this could affect scoring is some scenarios.
"Unknown" score most of the time means that PBX didn't receive valid RTCP report from the other party and thus cannot fully score the conversation. This not necessary means there are problems, only inability to validate the outgoing stream towards external party.

 

[ArtR]

Hello, in U4 RTCP support has been added to IVR and this could affect scoring is some scenarios.
"Unknown" score most of the time means that PBX didn't receive valid RTCP report from the other party and thus cannot fully score the conversation. This not necessary means there are problems, only inability to validate the outgoing stream towards external party.

Ok, thank you. Also found this other discussion, https://www.3cx.com/community/threads/3cx-v20-call-quality-monitoring-tool-a-video.127669/ , so going to reach out to our sip trunk provider to see if they can turn ON RTCP to give us the data from their side.