Call Monitoring - Audio from 3CX - no data

GoodmanGroup

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We have a site that is experiencing some infrequent, intermittent call quality issues. When I turned on call monitoring for the extension, there is no data on the Audio from 3CX side. Any idea why?

Also, should it be in transcoding mode? For a call that's PCMU on both ends I expected to see proxy mode.

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