Call quality vs recording quality

[AJ Smith]

Good afternoon,

I'm having complaints from users about call quality. They say it is breaking up, but when I listen to a recording of the call, both ends are perfectly clear.

Latest 15.5
Yealink T42Gs

What can I check do to track down these issues of calls having stactic/breaking up when I can hear both ends perfect?

Thank you,
AJ

 

[craigreilly]

Often I find the handset cord is bad - or the phone is too close to RF interference.

 

[YiannisH_3CX]

You can try wireshark. If you are using G711 codecs you can capture a call using wireshark and listen to what comes and goes from the extensions although i do not except that your findings will differ from the recordings. You can also check if the audio issues are only with external calls or if it happens with extension to extension calls also.
As always ensure that you are using the 3CX supported firmware and the default templates to avoid miss configuration.