First outbound call of the day, receiver won't hear us

[Giorgos_Citystore]

Hello to everyone!!!
We have a 3cx hosted on cloud, all extensions are on 3cx (16.3 most extensions) App for Windows. Every day on the first outbound call, the call receiver can't hear us but we can hear them. If we call them back the problem persist only for a few secs and the the problem disappears for the rest of the day. Another solution we applied to some extensions is to connect / disconnect the mic, and the problem stops to bother us for the rest of the day.
- The firewall its configured (green on dashboard), on dsl router the ports are forwarded.
Any suggestions? Is it because of the version of the app? Or something with the RTP ports something i forgot to configure?
Thank you in advance!!!!

 

[YiannisH_3CX]

Hi @Giorgos_Citystore

Do you have the same issue if you use an IP phone? Try using the webclient and see if you have the same issue.
I am also confused about your setup. Is the PBX Hosted by 3CX?

Tomorrow before the first call is made out to an external number try dialling *777 from an extension and see if you can hear your self in the echo test. Let us know of the results.

Also if you have a laptop try to use the onboard speakers and mic for the first call to rule out any headset issues.

 

[Giorgos_Citystore]

Hi @Giorgos_Citystore

Do you have the same issue if you use an IP phone? Try using the webclient and see if you have the same issue.
I am also confused about your setup. Is the PBX Hosted by 3CX?

Tomorrow before the first call is made out to an external number try dialling *777 from an extension and see if you can hear your self in the echo test. Let us know of the results.

Also if you have a laptop try to use the onboard speakers and mic for the first call to rule out any headset issues.

Hello!!!
Yes the PBX is cloud hosted.
We dont use IP Phones. Only Win App. With the webclient we dont have issues but the issues are on an other branch of the company with different network using the Win app.
I'll test the *777 to check the echo test.
And i will write an update.

 

[SteveITS]

on dsl router the ports are forwarded

Just a side note, if your PBX is hosted by 3CX, you shouldn't have any ports forwarded in your router due to 3CX...

 

[Giorgos_Citystore]

Hi @Giorgos_Citystore

Do you have the same issue if you use an IP phone? Try using the webclient and see if you have the same issue.
I am also confused about your setup. Is the PBX Hosted by 3CX?

Tomorrow before the first call is made out to an external number try dialling *777 from an extension and see if you can hear your self in the echo test. Let us know of the results.

Also if you have a laptop try to use the onboard speakers and mic for the first call to rule out any headset issues.

We did the echo test. With some agent was a success. Some others have to do it 2 or 3 or 4 times to hear themselves. In particularly one,he heard himself after 40".

 

[YiannisH_3CX]

If you are referring to the old legacy Windows app then I would recommend switching to the Webclient or Desktop app. There is no further development for the Windows app so you may have issues going forward.
Having said that I think the issue is caused by the headsets based on your description. Have you tried the laptop test to see if there is any difference there?

 

[Giorgos_Citystore]

If you are referring to the old legacy Windows app then I would recommend switching to the Webclient or Desktop app. There is no further development for the Windows app so you may have issues going forward.
Having said that I think the issue is caused by the headsets based on your description. Have you tried the laptop test to see if there is any difference there?

I didn't try the laptop test. I will try it and i will give an update

 

[Giorgos_Citystore]

If you are referring to the old legacy Windows app then I would recommend switching to the Webclient or Desktop app. There is no further development for the Windows app so you may have issues going forward.
Having said that I think the issue is caused by the headsets based on your description. Have you tried the laptop test to see if there is any difference there?

Ι tried the test with only speakers and the mic of the laptop and it worked perfectly

 

[YiannisH_3CX]

Ι tried the test with only speakers and the mic of the laptop and it worked perfectly

That would point to an issue with the headsets you are using then. What brand/model are you using?