Incoming calls have no sound

[Kenny in Cali]

Hi,
All of my incoming calls sound like the customer is not there. I just keep saying hello and no response, when I hang up and call the customer back then everything works fine. Any ideas of what the issue could be?

Thanks

 

[NickD_3CX]

Troubleshooting audio-related issues always starts the same way:

• Re-run the Firewall Check tool from the 3CX Management Console --> Dashboard and make sure everything passes.
  • If not, adjust Firewall settings before proceeding.
• Run a packet trace and capture a problematic call, then check the RTP flow to see if audio from the provider (I'm assuming VoIP Provider) is arriving to your server.

If you're running V15.5 you can capture from the Management Console:

1. Go to the Dashboard --> Activity Log.
2. Press the "Capture" button.
3. Make an incoming call e.g. from your mobile to your main number, answer and confirm no audio.
4. Stop the capture and save the file.
5. Open with Wireshark.