Solved Calls breaking up

[UnityJP]

Since last week I have most calls with 1 or 2 providers breaking up on the audio that's inbound to me. Outbound audio from me to the providers is fine. All call traces show normal but my audio stream from the providers is no good.

I had the 3CX hosting test ping to the provider in question (Callcentric) and they measured at 14 ms, no packet loss in 7 packets.

Where would you look to get this resolved? It's a weird one!

 

[NikosT_3CX]

@UnityJP as I have seen you opened a ticket with the hosting team and there is no ping on 14ms, most are on 7.5 and one in 10.5 as per the provided screenshot that was provided to you from the engineer.
As also I can see engineer mentioned to run wireshark from the management console and make some test calls or if you want longer duration to run tshark for you and provide you the files for further analysis from your side or your provider.
Since you also mentioned that with internal calls there is no issue.

How would you like us to proceed with this please ?
You may also respond to the ticket which is open on our side.

 

[UnityJP]

Working with that ticket but was also wondering if there are any other thoughts or options.

 

[jcostlow]

I would of course get the packet capture 3CX is asking for on your ticket but if the issue is only when calling 1 or 2 other carriers you may want to make a ticket with callcentric as well. They may be able to make a route change for those carriers to help.

 

[UnityJP]

I did. Sent a ticket to Callcentric and they are analyzing too. 3CX hosted support was very helpful in even moving the VM to another host in case that was the issue but it's still happening, mainly on calls coming from sip.callcentric.com:5062. In my mind it seems to be a Callcentric issue but I am still not sure. This one's a weird one!

 

[NikosT_3CX]

@UnityJP we are here to help you and try to solve any issues we can !!
Unfortunatley we cant do everyting