Digital Receptionist Random Amounts of Responsive?

[TagleRock]

Hello Everyone,

We have 3CX deployed at a client with about 55 phones. It is hosted on Debian running as a VM on ESXI. Randomly when people call in the menus on the digital receptionist won't work, or they will work but you have to press the key for a long time or several times.

The first menu, which asks callers to choose between English or Spanish, almost always works, but the next menu, which has about 8 options, is the one that we have issues with. Anyone else had issues like this before? Anyone have any suggestions?

**EDIT** - Just found out we have a new issue, when pressing 1 or 2 for spanish to get transferred to the next IVR it doesn't do anything, you just get silence. This has never happened before. The server did go down unexpectedly over the weekend due to a power outage, but it turned back on with no issues, the recordings are all there, routes look good, and there is nothing in the error logs.

 

[TagleRock]

I have ran tests from an internal extension but haven't been able to replicate the issue, although it wasn't during a packet capture so it would be worth it just to see if there is a difference between them, i'll try that and let yall know.

On the codecs I am currently using only G.711 U-Law as recommended by the phone provider (Spectrum Business). Does the G.711 U-Law codec have issues with DTMF? I will do my own research into this as well.

 

[matputharajah]

I'm not sure but one of the things we changed while trying to resolve the issue was actually moving from u-law to a-law. Honestly I don't know if this actually resolved the issue, but it's still set to that so maybe that did help...

So our codec settings on Gamma are below:

 

[TagleRock]

I don't have access to any kind of interface on the provider side to change those settings, but it would be worth a call to the provider to make sure everything is kosher. I'll do that as well.

 

[FridayIT]

If your ISP is anything like ours, you should have a document with all of the specs of the SIP service.

As with others, I would recommend the following steps.

1. run a packet trace and see if any transcoding is going on
2. set your internal and external codecs to match
3. ensure that only codecs the provider supports are on extensions
4. Make sure the DMTF setup on your end matches your provider

 

[TagleRock]

Haven't had a chance to do much of anything yet as we keep getting slammed with issues (covid is a ****). Anyways, I noticed a new symptom today that makes me think maybe it is the 3CX server. When I pressed the selection on the menu it never transfers, the call goes to dead air and hangs there for a minute or two before a generic "thank you, good bye" message plays and the call is ended.