Solved Dial-in Audio Issues

[sfat3foldit]

Out of the blue we have several clients reporting the exact same behavior:

Web participants can all hear each other and dial in participants
Dial in participants can hear each other, but not web participants

Worked fine yesterday, same issue at at least 5 clients and our partner PBX.
All PBX's pass the firewall checker
Restarting services did not resolve
Changing MCU servers in the conference settings did not resolve
Some linux based PBX's some windows based

Anyone else seeing this?

 

[FridayIT]

We have had this issue in the past, for us, SIP ALG seemed to be causing most of our problems.

try joining a meeting with a dialed in device and take a look at the web-rtc internals on a browser to see if you can see the g722 connection from the PBX.

make sure the pbx connection to the cloud isn't being manipulated, as the pbx will act as a "bridge" between the dialed in users and the web participants.

 

[sfat3foldit]

Found the root cause. Isolated it to users joining from Firefox. Chromium based users can be heard by dial in participants without issue.

 

[JohnS_3CX]

Hi @sfat3foldit

Thanks for reporting this, we are aware of it and are working on a fix to address it soon.

 

[tewtewtwet]

Hi @sfat3foldit,

We started getting reports of this however all our users either use Credge or Chrome as their default browsers, still the same issue.



We noticed the WebMeeting bridge trunk had "Allow Inbound Calls" and "Allow Outbound Calls" disabled. I can't ever remember having to enable / disable these before, but we were then seeing the following in the activity log when users were trying to dial in:

(Ln.90000@WebMeeting bridge) had no available outgoing trunk(s) for Call(2406)

It seems as though the dial in users were stuck at the hold music and if someone else dialed in it bridged the calls, which is why callers were unable to hear web meeting participants.

I enabled both of these settings and dial in users are able to hear and vice versa.

@JohnS_3CX is this possibly something that has changed with a recent release? We have automatic updates enabled.

Thanks.

 

[JohnS_3CX]

@tewtewtwet - Nope the update should not disable those options

 

[giwm_e]

We're experiencing the exact symptoms, but not the root cause of Firefox. Everything works fine except phone users can barely here web participants. All Chrome users.

 

[giwm_e]

Anyone mess w/ the Codecs on their webmeeting bridge? I'm curious if everyone uses the same set or if some people changed them and had better success? I can't find a guide anywhere that references which codecs should exist there. (Meaning I wonder if there's a correlation.)

 

[FridayIT]

Anyone mess w/ the Codecs on their webmeeting bridge? I'm curious if everyone uses the same set or if some people changed them and had better success? I can't find a guide anywhere that references which codecs should exist there. (Meaning I wonder if there's a correlation.)

I had an open ticket for this issue, learned that, reguardless of the codecs selected, the bridge will always use G722 as it's codec.

If possible, you will want a provider/trunk setup that allow for this without transcoding. in addition, if your firewall allows, (if you are self hosted) check your server ip, your public ip, and the client ip to make sure there are no firewall issues.

 

[LeonidasG_3CX]

Hi there,

The issue related to Firefox & Dial-In is now resolved. Please let us know if you're still experiencing it.