Mic Not Working on External Calls

[Blakey]

Hi there,

We are having an issue with callers unable to hear us on our headset mics. This does not seem to happen on every call but it has been intermittent for several months now. Sometimes if they ring back immediately it works, but sometimes it doesn't so there seems to be no trend.

We have just had a client tell us they are having the same issue themselves. It only seems to affect users with headsets, and we have tried different headsets and makes with the exact same results. Please see below information for reference, any help would be appreciated on the matter, thank you.

• 3CX Version, 16.3.0.172
• Server OS, Debian 9
• Is the 3CX Server Hosted and where? AWS
• Provisioning Method: 3CX App - Softphone
• Trunk Provider or Gateway Make/Model Gamma
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO
• Headsets tested, Sennheiser SC 30 / Logitech H570e

 

[VasilisV_3CX]

Hi @Blakey,

With regards to the Sennheiser SC 30, do you have the EPOS Connect software installed?

I would suggest doing the following as a test.

1. Create 2 new default extensions, don't edit them in any way.
2. Log in to both of them. Call *777 and check if the headset causes any breaks.
3. If no, call extension 2 from extension 1 and check if there are any breaks.
4. If no, make an external call in and have extension 1 answer, are there any breaks?

 

[Blakey]

Hi @Blakey,

With regards to the Sennheiser SC 30, do you have the EPOS Connect software installed?

I would suggest doing the following as a test.

1. Create 2 new default extensions, don't edit them in any way.
2. Log in to both of them. Call *777 and check if the headset causes any breaks.
3. If no, call extension 2 from extension 1 and check if there are any breaks.
4. If no, make an external call in and have extension 1 answer, are there any breaks?

Hi there and thank you for the response.

Yes we are using EPOS connect, the issue has existed before and after using EPOS Connect. We ran the tests you listed and everything seems to be coming through fine. If you have any other thoughts please let me know and I will be happy to try it out.

 

[VasilisV_3CX]

@Blakey, so it's correct to surmise the following:

1. Both internal and external calls do not break during the testing with the new extensions?
2. Can you replicate the behaviour you mentioned on the old extension you originally reported?
3. If 1 is yes, and 2 is yes then I'd suggest checking the extension's options, rights, as well as codecs against one another.