Intermentant Dropped Audio

[SKYFY]

• 3CX Version, 18.0 Update 7 (Build 312)
• Server OS, 3CX Hosted
• Is the 3CX Server Hosted, and where? Hosted By 3CX
• IP Phone Make/Model/Firmware version, Yealink 54W 96.86.0.74
• Provisioning Method: SBC on Each Phone
• Trunk Provider or VoIP Gateway Make/Model Flowroute SIP
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO
• Number of Extensions: 15
• 3CX License: 8 SC Enterprise
• Firewall: Unifi/Ubiquity

Hi Everyone,

We have a doctor’s office that was installed a week ago with brand new gear all the way around, as it is a newly constructed office for them.

As of recently, calls will connect but will randomly drop out the audio, and after 60 seconds, the audio comes back in.

Any ideas?

 

[SKYFY]

Note: Every phone is a router.

 

[CentrexJ]

Use a phone app remotely (different location but on same pbx) and have a 5 min call to an extension at the office. If it repeats it’s something with the config. If it doesn’t it’s the sip trunk.

How fast is their internet and do they have a lot of other devices?

 

[SKYFY]

Hi CentrexJ,

They currently have a Spectumn Circuit of 600 X 30 MBPS.

They have 16 PCs in the facility. However, the phones are all on there own VLAN.

 

[YiannisH_3CX]

Intermittent audio issues are always hard to troubleshoot. The first step is to identify where the issue starts. So does the audio drop in the call leg between the PBX and the provider or does it drop in the call leg between the PBX and phone.
You could run packet captures on the PBX to troubleshoot this and you try using a mobile app or a webclient to rule out a few things.
I would recommend contacting our support department for further guidance.

 

[SKYFY]

Found the solution.

The problem was with our Unifi UDM Pro, which was brand new and recently installed in the past month.

The settings were set up correctly, but after some wire shark testing and looking at the logs of the SBC, we saw connection issues.

We did a hard reboot of the UDM Pro, and ever since then, the audio has been better than ever. Such a weird issue. Especially with everything being brand new and set up correctly on a VLAN.

Thanks for your help! We are very appreciative!!