Ocasional audio drop out receiveing calls from mobile phones

[Novum Live]

Hi All.
Looking for a bit of help.

I have Pro 4sc Hosted with 3CX. V20 update 5.
SIP provider - Spitfire, who is an approved supplier.

Most of the time everything is fine. However, i have an intermittant problem and sadly, it is normally attached to the MD's phone calls!

When someone calls in from their mobile (whether the MD or not!) SOMETIMES, for the first 5 - 10 seconds, they cannot hear our operators.
This is when answering using the PWA client with Yealink UH35 headsets.
Our physical handsets seem to be fine.

I've matched up the audio codecs of our system with that of the SIP trunk provider.

When using call connection monitor, i cna see the info betwwen the client and the server. This seems to be fine. However, many calls don't trace beyond the server so i cannot use that to trace any furhter issues.

I believe i'm right that all audio from the PWA is routed to the server and out again, so firewall issues are unlikely, although not impossible as user to user is fine, whether on-site or not.

Does anyone have any suggestions? I'm at a bit of a loss as what else to try.

Thanks in advance.

 

[AbdullaR_3CX]

Hi Novum,
Based on what you’ve described, this might be related to the headset setup.
Could you please check the following:

• Make sure the headset is running the latest firmware.
• Yealink USB Connect or Companion Apps – If you're using any Yealink software, try disabling or updating it to rule out interference.
• Audio Settings in 3CX – Go to Settings > Audio/Video confirm the headset is properly configured for both microphone and speaker.
• Web Client or Desktop App – Have you tested whether the issue occurs in the Web Client or the 3CX Desktop App? The Desktop App tends to be more stable when handling USB audio devices.

 

[Novum Live]

Hi Novum,
Based on what you’ve described, this might be related to the headset setup.
Could you please check the following:

• Make sure the headset is running the latest firmware.
• Yealink USB Connect or Companion Apps – If you're using any Yealink software, try disabling or updating it to rule out interference.
• Audio Settings in 3CX – Go to Settings > Audio/Video confirm the headset is properly configured for both microphone and speaker.
• Web Client or Desktop App – Have you tested whether the issue occurs in the Web Client or the 3CX Desktop App? The Desktop App tends to be more stable when handling USB audio devices.

Thank you. I will try these things. However, it will be next week now.

I know we're not using any USB connect software, or other yealink software. Just straight into the windows drivers.

I'll report back asap.