Handset goes silent for about 10 seconds.

[stroh]

Hi,

Randomly during calls the call will go silent for about 10 seconds on our office side and then continue normally. The caller on the other end can hear us talking but we cannot hear them.

It it doing this on the 3 desk phones that we have.

It is a self hosted server that is on our local LAN

Server is up to date. Firewall check has passed. Phones have be re-provisioned. The system was operational for 6 months with no issues and no changes made.

We are using Voxtelsys for the SIP trunk and Fanvil deskphones

Attached is the capture log. The call acted up from about the 2:50 to 3min mark and 9:05 to 9:19 minute mark

Any help would be greatly appreciated. Thank you.

 

[Alejandro_3CX]

Hi, please delete the support info in this post since it includes personal information that shouldn't be publicly.

As first step I suggest you to enable the monitor connection quality in the extension with the issue and in that way you can check in what part of the call you are presenting the issue.

Please check this blog about how to use the tool.

If further troubleshooting is needed please ask your partner assigned to open a support ticket with us to review the call and logs.

Have a good day!