Infrequent One Way Audio

[ging]

Hey all,

I'm having an issue with users working remotely now. My 3CX setup is locally hosted with remote users (non-VPN). This was never a problem when users were on site, and doesn't happen with all users.

We're having an issue where occasionally my clients cannot hear on phone calls.
We have comcast SIP lines for the back end, and our internet connect is 500 up/down.

I have a Meraki Firewall with the ports
80,443,5090, 5060-5061, 9000-10999, 5001, 2528 and 5015 open.

Restarting the 3CX client seems to fix the issue temporarily.

Has anyone else experienced this?

 

[leejor]

You don't specify what type of sets (3CX App, desk phone?) people are using, or how connected...STUN?

 

[ging]

We're using the soft phone application, no STUN.

I am using a DNS record to point to a public IP address that forwards all VOIP traffic w/NAT directly to the server.

 

[rgruber]

Which application are you using, Chrome extension or 3CX Windows App? Also, can you update with the version of 3CX you are running and firewall versions of Meraki? What version of 3CX did you start with, have you done automatic updates or manual. You can remove 5015 and 2528 if they are open to the outside as well.

 

[rgruber]

How many concurrent calls do you receive at once? Are these calls coming in from a main line or is it user to user? Do you have traffic shaping or prioritization on your network for VOIP?

 

[ging]

Meraki MX100 ver 14.40 (up to date)
3CX - 16.0.4.504 - started on 15 and upgraded to 16 manually
The 3CX windows app

Call volume is very low, if we had 5 concurrently that would be a lot. Call volume comes into a main line and then goes to a queue which users answer from

I have QoS setup on the network for VOIP, yes

 

[rgruber]

Could be the PBX version or Internet connections of the individuals at home. I have had some strange things happen lately, as well. I had to give a user a MIFI card to take home because their Internet was so bad. What does your firewall checker in 3CX say? A couple things to try:

Have the users at home maybe try hot spot off their phones for a brief time. Make sure you are running the latest 3CX Windows app version either way.

Spin up a free amazon cloud 3CX installation and set it up (I think I set mine up in under 10-15 minutes). Test with a client outside your network and then inside your network, if possible. See if it does the same thing or not.

This last option, at your own risk, I do not provide any warranties or promises. During downtime, backup your 3CX system in the management console and save it. Also, take a complete snapshot/backup of your server when its powered off. Boot back up and apply the latest Alpha update, which is 16.0.5.389. See if you still have the same issues. If you need to go back to the old server instance, you can always power off and restore from backup or reinstall with 16.0.4.504 and restore from console backup.

 

[ging]

I had considered updating to the alpha, but i'm going to see if I can figure that out.

Tonight I am going to try 'PBX delivers audio' on the trunk settings itself, I have it enabled on the extensions, but I see that it may be recommended to have it on the trunk settings itself.

 

[rgruber]

Yes it is, I have it enabled as well. Not sure who your provider is, but I also have under Inbound Parameters, CalledNum is set to Request Line URI: User Part There were changes in v16 to trunk settings. Do you have your Outbound Proxy under General and Alternative Proxy checked with your providers redundant server? What about your Codex Priority? Do you have G.711 U-law only?

 

[ging]

I do not have g.711 ulaw only, should I set that?
I host the 3CX myself, so I don't have a redundant. As far as the actual SIP lines out, we have an adtran device that connects to comcast.

 

[rgruber]

I would need to look up the specs of the adtran to see what its using. You are using comcast as your SIP provider? I know I had a client that was using comcast as the VOIP provider and was having problems. Honestly, you may want to see if one of the support engineers can chime in. Not saying it isn't working, but not sure If its a supported configuration. 3CX is straight SIP. I would recommend going with one of 3CX supported SIP providers to provide service. Most of them you can set up accounts directly, port numbers and manage minutes. I use siptrunk.com, however, they aren't at the top of 3CX supported list, but they work fine. In my trunk config, they wanted me to have G.711 ulaw only. If you install the Amazon environment it will force you to use a SIP provider, which most will give you a few days to try I believe. If that solves your problem, you know what to do from there.

https://www.3cx.com/partners/sip-trunks/usa/

 

[AWS2P]

how many phones are used in STUN? are they all on same remote location? if so did you set what needs to be for stun use on 3CX side and on remote firewall?

a static IP for phones , unique sip port for each phone , unique range of 12 RTP ports, NAT rule for each phone, setting in extension with RTP range and sip port for phone Mac adress?

 

[rgruber]

He is not using STUN, he is using 3CX Windows App

 

[ging]

Last night I changed the trunk to 'PBX Delivers Audio'
I had this on extensions, but i've applied to the trunk itself. Waiting to hear feedback from my users today.

But yes, 3cx windows app, not stun

 

[ging]

After changing to PBX delivers audio, i'm still experiencing this. I will change to ulaw only and see.

 

[rgruber]

Do you have any update ging?

 

[ging]

Hey - i'm still experiencing the issue.

I tried to get help w/3cx support but they won't do anything without the firewall checker being green. I don't have STUN setup and that's where it fails. My firewall configuration is correct.

I set logging to verbose and just didn't see anything in there that would indicate any failure as well.

I have wireshark running today and hope to catch one of the calls.

Honestly i'm not sure if this is an issue on my end, or home internet connections behaving like home internet connections at this point.

its roughly 1% of calls that this occurs on, them restarting the call resolves it every time.

 

[ging]

So this is something I found looking back at a log of a call that failed.


[27.04.2020 14:54:01.631][20] 14:54:01.631 PjsuaCallbacks .....*********** on_tsx_state call_id = 3, tsx = 0FCF02D4, tsx role = 0, tsx state = Completed
[27.04.2020 14:54:01.631][20] 14:54:01.631 PjsipCall .....************ ON_CALL_TSX_STATE ************* eventType = TSX_STATE
[27.04.2020 14:54:01.631][20] 14:54:01.631 PjsipCall .....TSX: MESSAGE code 415 Unsupported Media Type
[27.04.2020 14:54:01.631][20] 14:54:01.631 PjsipCall .....TSX_STATE type = RX_MSG
[27.04.2020 14:54:01.631][20] 14:54:01.631 PjsipCall .....RX_DATA info = Response msg 415/MESSAGE/cseq=24392 (rdata0FD4DF9C)
[27.04.2020 14:54:01.631][20] 14:54:01.631 PjsuaCallbacks ....*********** on_tsx_state call_id = 3, tsx = 0FCF02D4, tsx role = 0, tsx state = Terminated
[27.04.2020 14:54:01.631][20] 14:54:01.631 PjsipCall ....************ ON_CALL_TSX_STATE ************* eventType = TSX_STATE
[27.04.2020 14:54:01.631][20] 14:54:01.631 PjsipCall ....TSX: MESSAGE code 415 Unsupported Media Type
[27.04.2020 14:54:01.631][20] 14:54:01.631 PjsipCall ....TSX_STATE type = TIMER
[27.04.2020 14:54:06.218][83] 14:54:06.217 sound_port.c !EC suspended because of inactivity
[27.04.2020 14:54:26.759][20] 14:54:26.759 addr_resolv_so !.after getaddrinfo()
[27.04.2020 14:54:26.759][20] 14:54:26.759 pjsua_core.c .TX 689 bytes Request msg REGISTER/cseq=34966 (tdta1D155670) to TCP


I checked the extension and noticed only g729 was present, so i also added 711 ulaw and put it on top of priority.

 

[rgruber]

3CX released the final and a patch, did you upgrade? The 711 would be more on the trunk side, I don't know if the phones operate at the same or not, the extension level seems to be more flexible, but I don't think it hurts anything. As far as the unsupported media, try the updates first, may sure all their computer drivers are up to date including BIOS, NIC and Bluetooth. All three very important. I have had to give people company laptops that are updated and batch, more stable because of these type of issues.

Also, please setup up that cloud server and test on your network and off to see if you get the same problem. It will help troubleshoot and narrow down your problem.