Call volume inconsistent

[Praetorium]

Hi Guys

I hope someone can assist, or just point me in the right direction.

This has been happening the last couple of months now, and i've implemented various network policies and configurations to try and solve this.

Layout:
We mostly run softphones (3CX Desktop App v.18.12.422) with the exception of 1 Physical Handset (Yealink t46s)

Our 3cx server if hosted off-site (co-location data center), and we connect via a 200Mbps fibre line (4ms latency) to the off-site pbx

Issue:
Most users experience the following issue when a call is picked up. They mention that the initial volume is quite soft and then increases the longer the call goes on (usually within the first 60seconds)

What i've tried:
We use a Mikrotik router the handle all traffic in and out. I've setup various QOS rules to try an speed up UDP packet delivery to and from the softphones and out to the PBX. I've setup mangle rules to mark packets, then qos rules to assign priority to those packets. Nothing has made any change to the initial call volume issue.

Any assistance would be greatly appreciated.

 

[YiannisH_3CX]

Hello @Praetorium

The first thing to do is to locate the source of the issue. Try a call from extension to extension. Do you have the same issue or is the issue only with external calls?
The you will probably need to run a packet capture to see if the audio comes like that from the provider and slowly increases in volume or if the issue is caused somewhere in your network.
Wireshark is a great tool to do so and you can always hire a partner to help you out troubleshooting.

What you should not do is make further changes until you know the source of the problem as this might introduce more issues and add complexity in the troubleshooting process.

 

[Praetorium]

Hello @Praetorium

The first thing to do is to locate the source of the issue. Try a call from extension to extension. Do you have the same issue or is the issue only with external calls?
The you will probably need to run a packet capture to see if the audio comes like that from the provider and slowly increases in volume or if the issue is caused somewhere in your network.
Wireshark is a great tool to do so and you can always hire a partner to help you out troubleshooting.

What you should not do is make further changes until you know the source of the problem as this might introduce more issues and add complexity in the troubleshooting process.

Hi @YiannisH_3CX

Thx for the feedback.

I'll investigate and see what happens.

Do you perhaps have contact details for South African partners who i can contact if i cant fix it?

Regards

 

[bitn2]

Also very important, you need to update your Desktop App! You still using the compromised version.

 

[YiannisH_3CX]

Do you perhaps have contact details for South African partners who i can contact if i cant fix it?

https://www.3cx.com/ordering/find-reseller/