Call voicemail recordings glitchy

[Peter Richardson]

Hi All!

I previously posted about this under the title "Call lag and voicemail recordings glitchy", but we have resolved the call lag issue - a rat-chewed ethernet cable! It was causing packet loss, trunk failures, DNS issues, nightmares, stress, depression and anxiety, but never enough to completely drop the connection.

But we're still having the glitchy voicemail issue. When I first encountered this issue, I assumed that it was because of our connection (Fixed-Wireless NBN). But this is also happening with a client who has 100mb fibre, using the same ISP as our data centre with 7ms ping to the data centre.

But other calls are perfect! The client just called me from their desk phone to my mobile and it was crystal clear and the latency was virtually zero. I searched the forums and there seems to be nobody having this issue.

Issue: when recording a voicemail or recording of any kind for IVR, etc, when we play back the recording, it is very crackly / scratchy, lots of pops like dropped packets.

3CX Version: Professional Annual 16.0.2.910
Server OS: Debian 9 Stretch
Is the 3CX Server Hosted and where: yes, in our data centre, same city as client.
IP Phone Make/Model/Firmware: Yealink T48S, Firmware: 66.84.0.35
Provisioning Method: VPN
Trunk Provider: DID Logic
Has the Firewall Checker passed: yes
Are custom Phone Templates being used: no

 

[JohnS_3CX]

Hi Peter,

Is it the same if you download the recording and play it on the PC?

 

[Peter Richardson]

I'm not sure, I'll test it and get back to you. What would this prove?

When testing by calling the main phone number and letting it go to voicemail, it was definitely as bad as how it was played back during the recording process.

 

[BrenttG]

what CPU and RAM allotments does the Hosted 3CX server have?

 

[Peter Richardson]

• the server is a HP Proliant DL385 running VMWare.
• The VM has 1.5GB RAM, 1 CPU with 2 cores.
• This 3CX instance only has 4 extensions.
• The graph in the 3CX interface shows memory usage at 38% and CPU usually sits at around 5%.

 

[BrenttG]

• the server is a HP Proliant 385 running VMWare.
• The VM has 1.5GB RAM, 1 CPU with 2 cores.
• This 3CX instance only has 4 extensions.
• The graph in the 3CX interface shows memory usage at 38% and CPU usually sits at around 5%.

I would bump it up to 2 GB, just for safety, and even if that's not the problem causing this issue, we have seen it be necessary before, even on 4SCs....

 

[Peter Richardson]

Okay, I've just bumped it up to 2048MB RAM for this VM and also for our 3CX VM.

 

[BrenttG]

is the server a DL385 gen10 with AMD CPU or some other?

 

[Peter Richardson]

yes DL385 with AMD Opteron CPU, I think it's a Gen1

 

[BrenttG]

ok just making sure....
if it was an intel with hyperthreading with vmware, then 2 cores means 1 real core, i was just making sure.

 

[JohnS_3CX]

I'm not sure, I'll test it and get back to you. What would this prove?

When testing by calling the main phone number and letting it go to voicemail, it was definitely as bad as how it was played back during the recording process.

it would prove at least that it was recorded badly. We can eliminate half the work needed to investigate this way.