intermittent audio issues

[Alphabetic]

Hi Guys,

I've had a phone system in place for nearly a year now with no issues until the past few weeks.

We have 8SC Pro PBX with 20 Yealink T23G all local.

We use a compatible SIP Provider for calls.

I've had a few reports saying their customers cannot hear them as the "audio keeps cutting out" [Outbound call]

I've done a firewall check which comes back fine. I've rebooted the PBX, Host server and router.

Call recording is on. I've listened to the call recording of this call in particular and there are no audio issues in the call.

Any advice would be appreciated.

FW of phones are currently at 44.83.0.20

 

[Vissman]

Have you added the additional ports the firewall?


I was just a about to post a new thread with the same issue

Since 3cx new update with the additional port requirements for audio this has become a real issue .. Is there problem with the update? Systems where working perfect until the update

Logged calls with 3CX support and they have indicated that it is an issue with sip./trunk provider and supplier can not see an issue with packets or any loss of audio

I will be watching this thread

 

[Alphabetic]

I must admit that when I first ran the firewall test yesterday I had not added the additional ports but I did that yesterday, firewall check passed and we're still having an issue. I've spoken with the SIP Provider and they've told me there is a lot of jitter/latency on the RTP streams so i'm about to contact the ISP and go hard reset network equipment.

"from the 30 min trace I can see all RTP streams sourcing from the site are problematic"

 

[cobaltit]

@Vissman AFAIK know 3CX doesn't change RTP ports mid calls so the port range wouldn't affect the audio dropping out (and presumably coming back).


@kieferschild

Yes as your provider has confirmed that sounds like a network issue. If it's the far end that is having the audio issues that sounds like a possible upstream bandwidth issue. Are you using an asymmetric circuit?

 

[Alphabetic]

Hi,

We have fibre to the cab. However, due to old hardware limitation (its a managed service and their cisco is 10/100) We're getting 100D 20U. I'm currently in talks to get this swapped out.

I spent some time on with the ISP last night and got their stuff rebooted and such. SIP Provider and since confirmed "Judging from the files i looked at it looks much better in terms of what we would expect".

However, I have had a report that 1 EXT to the same number has had their called dropped today twice.

Now, i've got logging set to verbose and i've got the sysinfo logs. I'm not very good at reading this stuff so help would be appreciated. Does this say the callee hung up?

01/11/2018 11:10:26:103 | 10 | L:74.2[Line:10000>>03459004185] Sending: OnSendResp Send 200/BYE from 0.0.0.0:0 tid=39556525 Call-ID=m0IIUi83DvqYARN_AevmYg..:
SIP/2.0 200 OK
Via: SIP/2.0/UDP 93.95.124.78:5060;branch=z9hG4bK39556525;rport=5060
Contact: <sip:[email protected]:5060>
To: "customername"<sip:[email protected]:5060>;tag=a8672a38
From: <sip:[email protected]:5060>;tag=as503c754c
Call-ID: m0IIUi83DvqYARN_AevmYg..
CSeq: 102 BYE
Content-Length: 0

01/11/2018 11:10:26:104 | 10 | L:74.2[Line:10000>>0345xxxxxxx]: Terminating targets, reason: SIP ;cause=200 ;text="User hangup"

Level = 8
Severity = Debug
Tread = 10
Source = CallLeg.cpp, line:2348

thanks in advance.

 

[Alphabetic]

Voiceflex confirmed call was dropped from the far end of the leg. I think my issue may be resolved and the problem was caused by the internet connection. Will update again on Wednesday and we can hopefully mark this as solved.