Call Quality ("static") on calls

[healthy]

Using 3CX Hosted in an environment with 10 phones, a few remote users using the 3CX App and have a consistent "breakup" or "static" sound at the onset of every call, regardless if on the local LAN to the router phone, or on wireless or cellular connection. Sometimes this sound issue continues for the duration of the call.

I have rebooted our local firewall, wireless and even restarted the 3CX hosted instance. Issue persists.

Any help would be greatly appreciated.

 

[YiannisH_3CX]

Hi @healthy

Is the issue only present with the 3CX App or do you also have the issue with phones? Which 3CX app are you using?

 

[healthy]

Hi @healthy

Is the issue only present with the 3CX App or do you also have the issue with phones? Which 3CX app are you using?

Hi,
Thank you for your response. The call quality issue is uniform across desk phones and iOS apps specifically. We don't have anyone using the web app or Android devices, so I cannot test there.

 

[YiannisH_3CX]

If you call *777 from any device is the audio clear or do you hear the same static?
Also who is your provider?

 

[healthy]

When I dial *777 I get dead air, but am not hearing the static much. We are using FlowRoute

 

[healthy]

We have done more testing and internal calls extension to extension are free of the quality issues.

 

[healthy]

Do calls made (on physical phones inside office or soft apps outside the physical network) not have to traverse primary router phone.

 

[Charles_3CX]

We have done more testing and internal calls extension to extension are free of the quality issues.

So the issue is only with external calls, both inbound and outbound?

Which VoIP provider are you using please

 

[healthy]

So the issue is only with external calls, both inbound and outbound?

Which VoIP provider are you using please

Flowroute

 

[Charles_3CX]

Did you contact them to check their side for any issues with the audio streams to and from their side?

If not then this would be a good place to start.

 

[healthy]

I have not, but have 3 other accounts with them and no issues there. Will reach out to them now

 

[AWS2P]

If internal calls are problem free then it sounds something to check on SIP provider side, or may be which audio codec you use.

 

[healthy]

Is there a “preferred” or “better” codec I should try while I am waiting to hear from the trunk provider?

 

[SteveITS]

Is there a “preferred” or “better” codec I should try while I am waiting to hear from the trunk provider?

The right answer is to pick the codec order your provider uses. Set in the trunk and each phone and Settings/Apps/Codecs. Using the same codec avoids transcoding.

re: better, see
https://www.3cx.com/docs/sip-trunk-codecs-sdp/
https://www.3cx.com/blog/docs/bandwidth-utilised-for-voip/

 

[YiannisH_3CX]

I would recommend contacting your provider as a first step. If the issue persists I would recommend contacting our support department so they can have a closer look.