Intermittent audio drop

[Keith.vassard]

Hi all,

We installed a 3CX Debian virtual machine for a client 1 week ago and they have been complaining about audio intermittently dropping during calls. The call stays active but the audio will sometimes drop for a few seconds and then come back. This is happening on both internal and external calls.

Environment is as follows:
VM is running on a VMware esxi host
Version 16.0.273
Handsets :
12xSnom300 (8.7.5.48)
2xSnom710 (8.9.3.96)
1xSnom D712 (10.1.37.11)
All phones have been updated to the latest available firmware on the 3CX site and are configured using provisioning
All extensions and the SIP trunk have been configured with g729 as primary codec followed by g711u then g711a

The operations manager on site is still collecting data on when the issues happen and with which phones but in the meantime I have done the following troubleshooting:
-Ran persistent pings to several phones from the 3CX for 22 hours and had average response times of 0.9 ms with 0% packet loss
-Ensured 'PBX Delivers audio' and 'Support reinvites' are disabled on all extensions
-Began a verbose log capture to provide to 3CX support after it has been running for a few hours or when requested

You assistance in this matter is greatly appreciated.

Keith

 

[YiannisH_3CX]

Hello @Keith.vassard

Why have you disabled the options 'PBX Delivers audio' and 'Support reinvites' under the extension settings? I would recommend enabling both while troubleshooting. 'PBX Delivers audio' will route all audio through the PBX and and eliminate any issues with vlans not communicating with each other as well as other network setups.'Support reinvites' should be enabled by default on all extensions for the extensions to be able to place calls on hold correctly and send re-invites to the PBX.
You may need to run a t-shark on the PBX to ensure you capture the issue. The capture will help you determine which side stops sending audio or if audio is lost due to a network issue.
Again 'PBX Delivers audio' will be needed to route all audio through the PBX so you can capture it with t-shark