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Intermittent Outgoing Audio - Pissing off users

Discussion in '3CX Phone System - General' started by Jgrathwohl, Jun 2, 2014.

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  1. Jgrathwohl

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    We have static IP and it is being used instead of STUN.

    Occasionally either when answering a call or making a call, the other person can not hear us. It is intermittent throughout the day but rare. However it is severely pissing off the users. Getting gripes about why we went to VOIP ect ect.
    Looking at the server activity, everything looks normal;

    02-Jun-2014 13:14:00.187 Leg L:321.1[Extn] is terminated: Cause: BYE from 192.168.1.219:5060
    02-Jun-2014 13:13:49.295 [CM503007]: Call(C:321): Extn:103 has joined, contact <sip:103@192.168.1.219:5060>
    02-Jun-2014 13:13:49.290 L:321.2[Line:10000>>16154163879] has joined to L:321.1[Extn]
    02-Jun-2014 13:13:28.801 [CM503025]: Call(C:321): Calling T:Line:10000>>16154163879@[Dev:sip:17772207566@callcentric.com:5060] for L:321.1[Extn]
    02-Jun-2014 13:13:28.751 [CM503027]: Call(C:321): From: Extn:103 ("Sheryl Freeman" <sip:103@192.168.1.2:5060>) to T:Line:10000>>16154163879@[Dev:sip:17772207566@callcentric.com:5060]
    02-Jun-2014 13:13:28.751 [CM503004]: Call(C:321): Route 1: from L:321.1[Extn] to T:Line:10000>>16154163879@[Dev:sip:17772207566@callcentric.com:5060]
    02-Jun-2014 13:13:28.751 Call(C:321): Call from Extn:103 to 4163879 matches outbound rule 'Callcentric Local'
    02-Jun-2014 13:13:28.750 [CM503001]: Call(C:321): Incoming call from Extn:103 to <sip:4163879@192.168.1.2:5060>


    She called from her cell and everything worked fine. On friday another user (the primary phone user) was fuming mad about it saying that there were 5 or 6 calls this happened on.

    Can this be a Provider issue? Firewall check shows A-OK and I tried DMZing it over the weekend and still got complaints today.

    And then there is the situation where sometimes it is just the persons mobile phone carrier having an issue not our PBX but as far as i know there is no way to prove this to the management so they just want to think it is the new phone system malfunctioning - which is might be.
     
  2. leejor

    leejor Well-Known Member

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    It maybe one, or a combination of things. It could be your overall outgoing internet connection speed, taking into consideration what else may be using outgoing bandwidth. it could be the Codecs you are using (try to keep them consistent throughout), or, it could be a device, or firewall software on your network. Any hardware issues could be checked, after hours, by eliminating them from the network.

    It could be something as simple as a faulty switch. Do some network speed, and latency tests. If necessary, speak to your VoIP provider and/or ISP to see if they can run any tests, or provide any recommendations for you. It might be that the internet speed that you though you were getting, isn't quite there.

    When did the problem begin? Were any changes made, to anything?
    Does it occur at certain times of the day? Perhaps when large files are being sent.
     
  3. Jgrathwohl

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    It sometimes doesn't get reported but it started being complained about last wednesday, around the time we started getting ready to transfer to Sigmavoip - i don't know if callcentric got the DID transfer request and put us on crap traffic or what. Friday MORNING the cloud backup hadn't finished yet so calls were breaking up, fixed that asap soon as i got to work obviously since they didn't tell me until i arrived.

    But even after that there has been issues - and it might be stemming from the secretary as her pc is having networking issues accessing the server properly, she is having to reboot before new files on the network show up, this all happened around the same time, so she could have an infection. they won't let me work on it until either A) after hours or B) thursday.

    Meanwhile office 365 migration and last 2 Windows XP viking funerals this week and a wedding on saturday haha.
     
  4. leejor

    leejor Well-Known Member

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    It very well could be caused by a computer that is making heavy use of the network (local or external), for whatever reason, doing updates, attempting to re-send a large file. Even just checking the lights on the switch port that each computer were plugged into would indicate if one device had an inordinate amount of activity. If you removed that device, and the problem disappeared, then you'd know where to concentrate.

    I'm not sure what type of internet service you have but in many cases, the upload speed is substantially less than the download speed.
     
  5. Jgrathwohl

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    we have 75 Mbps down and 12 Mbps Up, traffic seems normal i just logged in to check the net monitors.
     
  6. leejor

    leejor Well-Known Member

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    The speed would seem to be more than adequate, so something else, or a/some settings may be "bogging" things down. Confirm that the codec (first choice) assigned to devices are uniform across your network and that the choice matches the preferred choice of your provider. Remove temporarily (for testing) any firewall devices that you may have introduced recently. Consider the changes made (to anything on your network) about the time this began, as the prime cause.

    Issues such as this don't just crop up, out of nowhere. Unless this has been happening from day one, then something has changed. Either a change made by someone, or a piece of hardware causing "problems". It's now a process of elimination.
     
  7. Jgrathwohl

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    Problem discovered. Network Duplexing with the Grandstream GXP 2120 ...

    I noticed when working on the complaining users computer her 1Gbps connection was running at 90 Mbps ~
    The GXP 2120 is SUPPOSED to be Gigabit capable. the 2200's are Gigabit just fine (what most of us use without issue).

    So i made sure her wall connection was Gigabit by directly going to her pc, lan test showed it was going 700~Mbps very good.

    plugged it back through the GXP 2120, and back to 90~ Mbps. showing a connection of 1.0 Gbps. Network duplexing mismatches frequently cause lost packets when transmitting or receiving data.

    I put a Gigabit switch under her desk to let the phone and pc get their own dedicated line, and the next day heard 0 complaints. This was also causing her Network folders to not refresh properly, was not a virus.

    I checked into the 3 other GXP2120's in the office people were blissfully thinking were gigabit speed. They were not either. but those 3 users are almost never here nor barely use the phones (which is why they dont have GXP 2200 Android Phones) so never heard anything from them.
     
  8. Jgrathwohl

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    For the record, the reseller told us the 2120's were gigabit. Looking at grandstreams webpage shows otherwise. Ignorance is NOT bliss :)
     
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