No voice from other country

[Kane Wong]

Hi;
My business partner called me from Philippine today but no voice after I pick up the call? How can I diagnose the problem, I check the country allow list, Philippine is allowed.

thanks!

 

[cobaltit]

You can diagnose the problem by having him try calling you again to see if it's repeatable. If it is, then you would run wireshark and go from there.

Allowed country list is who you are allowed to call, not who is allowed to call you.

 

[AWS2P]

First simple step could be to increase activity log level to verbose and see if you have interesting information logged when you do a new call.

Is your firewall checker passes green on PBX side? No SIP ALG on your router side?

is this audio problem occuring only with foreign country calls ?

 

[leejor]

Are they calling your local number from a land-line, or mobile in the Philippines, coming in through your VoIP provider trunk, or, are they using an extension off your PBX (3CX App)?

If it is from a "normal" phone, that happens to be located in the Philippines, and you have had no other audio issues over your VoIP trunks, from other locations, then it is probably a transport issue beyond your provider, most likely in the Philippines. They only way to pinpoint the issue would be to replicate, with your VoIP provider involved, and to attempt to trace the call, which is unlikely to happen.

The caller would probably be better off reporting the problem at their end.

If this were a trend, and you had a number of calls, with no audio, from various locations, then I would consider, that it might be a 3CX issue.

 

[JohnS_3CX]

Hi Kane,

If the incoming call from abroad had no audio, then probably your provider did not receive any audio either.

I think you should contact them in case you can repeat the same test. You can run a capture and give it to them as evidence.