No Outgoing Audio

[Bert1]

I had some problems with my installation when I moved my office and most have been resolved. However, there is still no outgoing audio. I can make calls without a problem but the recipient cannot hear what I am saying. I did run the firewall checker and it doesn't report a single problem. Any other suggestions?

Bert

 

[leejor]

Outgoing, may be a Codec issue. Check the 3CX Activity Log for any error messages, on outgoing attempts. Is there no audio, on received calls, also?

 

[Bert1]

Outgoing, may be a Codec issue. Check the 3CX Activity Log for any error messages, on outgoing attempts. Is there no audio, on received calls, also?

Interesting. No , there are no entries in the log of any interest but I hadn't thought of testing an incoming call. I just tested one and it working perfectly. Outgoing audio still fails.

Bert

 

[leejor]

Are you using any sort of firewall. Incoming audio, ports not forwarded, ports blocked by a firewall, cause the usual audio issues, outgoing audio problems are not as common. Are you able to hear callers, when they can't hear you?

 

[Bert1]

Yes, I am using a firewall and, yes, incoming audio is fine regardless of which side originated the call.

This worked fine before the move and, as far as I know, the only changes to the firewall were to indicate the new external ip address.

Bert

 

[Bert1]

Any other ideas out there?

Bert

 

[leejor]

You might want to consider using Wireshark, to determine where the audio packets are being blocked/re-directed. Can you remove the firewall, temporarily, after hours, as a test? If removing it fixed the issue, you'd know where to concentrate your efforts.

 

[Bert1]

I thought about that but, how can wireshark show me blocked packets? If we assume that this is a firewall issue, running wireshark on the 3CX box will should the audio packets leaving the box normally because the blockage would be downstream from it.

I can't really remove the firewall but I did do the next best thing: I had a rule on the firewall permitting *all* traffic from the internal network to all external destinations in effect. In theory, that should block no outgoing packets from any machine using any protocol. Still no joy. Incoming calls still work fine but outgoing contains no outgoing audio (incoming audio is fine).

Bert

 

[innotip]

Hi, what is the result of your firewall check ? you have a local server on-premise ?

 

[Bert1]

The 3CX firewall check? No problems reported.

Yes, I have a Windows based 3CX box on prem.

Bert

 

[innotip]

supported SIP trunk ?

 

[Bert1]

Yes. IXICA. As I mentioned, it worked 100% before I moved.

Bert

 

[jholbrookFTLtechnology]

look to see if you have a IPS running on this appliance. i had to go in and modify my IPS rules and allow SIP related traffic to resolve this issue.

 

[Bert1]

look to see if you have a IPS running on this appliance. i had to go in and modify my IPS rules and allow SIP related traffic to resolve this issue.

Good idea but, as I mentioned, this worked 100% prior to my move. Aside from changing the new external ip address in the various rules and definitions on the firewall to reflect the new ip address. If it worked before the move, it should work after the move, right?

Bert

 

[leejor]

Does the "no audio" issue happen only on calls you initiate, or incoming calls as well? I'm assuming you only have the one VoIP provider?

 

[Bert1]

Does the "no audio" issue happen only on calls you initiate, or incoming calls as well? I'm assuming you only have the one VoIP provider?

Outgoing only. Incoming calls work 100%.

Bert

 

[leejor]

When you moved your office, what changed? Public IP, ISP, router, firewall? Did all network hardware remain the same, as used in the old location?

 

[JohnS_3CX]

I thought about that but, how can wireshark show me blocked packets? If we assume that this is a firewall issue, running wireshark on the 3CX box will should the audio packets leaving the box normally because the blockage would be downstream from it.

I can't really remove the firewall but I did do the next best thing: I had a rule on the firewall permitting *all* traffic from the internal network to all external destinations in effect. In theory, that should block no outgoing packets from any machine using any protocol. Still no joy. Incoming calls still work fine but outgoing contains no outgoing audio (incoming audio is fine).

Bert

Hi Bert,

Just so things dont get confusing, you will need to eliminate the following suspects starting top-down during outgoing calls

1. PBX - do the audio packets leave from its NIC?
2. Firewall - do the packets leave from its WAN port?
3. Provider - do they receive audio from you?

Each of the above step, needs a capture on its own interface. Wireshark will not show you if something was blocked. It will show you if something was sent. If it wasnt sent, then you know which suspect to focus on.

 

[Bert1]

When you moved your office, what changed? Public IP, ISP, router, firewall? Did all network hardware remain the same, as used in the old location?

My ip address changed but the only hardware that changed was my ISPs. In my old office, I was on cable but in my new office, I am on fiber. Same ISP, though. All of my equipment remained unchanged.

Bert

 

[Bert1]

Hi Bert,

Just so things dont get confusing, you will need to eliminate the following suspects starting top-down during outgoing calls

1. PBX - do the audio packets leave from its NIC?
2. Firewall - do the packets leave from its WAN port?
3. Provider - do they receive audio from you?

Each of the above step, needs a capture on its own interface. Wireshark will not show you if something was blocked. It will show you if something was sent. If it wasnt sent, then you know which suspect to focus on.

I have initiated a support incident with IXICA and they are monitoring my trunk.

One interesting thing I just noticed, though, is when I placed a test call to my cell phone, the feedback in my desk phone was so high that, if the call worked properly, I would not have been able to understand the person on the other end. It was like the outgoing audio was being directed back to my desk phone instead of out through the SIP trunk.

Bert