one way audio issue

[dhaya]

When I am trying to make an international call, I am getting one way audio issue. Please see the call log below. Anyone please help to solve this issue.

07-Feb-2014 15:17:55.097 [CM506001]: STUN request to resolve SIP external IPort mapping is sent to STUN server 198.50.247.220:3478 over Transport 192.168.0.15:5060
07-Feb-2014 15:16:41.770 Leg L:13.5[Extn] is terminated: Cause: BYE from PBX
07-Feb-2014 15:16:41.770 [CM503008]: Call(C:13): Call is terminated
07-Feb-2014 15:16:41.770 Leg L:13.1[Line:10018<<anonymous] is terminated: Cause: BYE from 212.97.59.76:5061
07-Feb-2014 15:16:41.254 Leg L:12.2[Line:10004>>00390510826927] is terminated: Cause: BYE from PBX
07-Feb-2014 15:16:41.254 [CM503008]: Call(C:12): Call is terminated
07-Feb-2014 15:16:41.254 Leg L:12.1[Extn] is terminated: Cause: BYE from 192.168.0.20:53156
07-Feb-2014 15:16:35.145 [CM503007]: Call(C:12): Line:10004>>00390510826927 has joined, contact <sip:[email protected]:6060>
07-Feb-2014 15:16:35.145 [CM503007]: Call(C:12): Extn:109 has joined, contact <sip:[email protected]:53156>
07-Feb-2014 15:16:35.145 L:12.2[Line:10004>>00390510826927] has joined to L:12.1[Extn]
07-Feb-2014 15:16:34.489 Leg L:13.3[Extn] is terminated: Cause: 487 Request Terminated/INVITE from 192.168.0.39:55072
07-Feb-2014 15:16:34.489 [CM503003]: Call(C:13): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 192.168.0.39:55072
07-Feb-2014 15:16:34.489 Leg L:13.4[Extn] is terminated: Cause: 487 Request Terminated/INVITE from 192.168.0.24:63851
07-Feb-2014 15:16:34.489 [CM503003]: Call(C:13): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 192.168.0.24:63851
07-Feb-2014 15:16:34.473 Leg L:13.2[Extn] is terminated: Cause: 487 Request Terminated/INVITE from 192.168.0.17:57307
07-Feb-2014 15:16:34.473 [CM503003]: Call(C:13): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 192.168.0.17:57307
07-Feb-2014 15:16:34.473 Leg L:13.6[Extn] is terminated: Cause: 487 Request Terminated/INVITE from 192.168.0.22:60293
07-Feb-2014 15:16:34.473 [CM503003]: Call(C:13): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 192.168.0.22:60293
07-Feb-2014 15:16:34.286 [CM503007]: Call(C:13): Extn:103 has joined, contact <sip:[email protected]:57784>
07-Feb-2014 15:16:34.286 [CM503007]: Call(C:13): Line:10018<<anonymous has joined, contact <sip:[email protected]:5061>
07-Feb-2014 15:16:34.286 L:13.5[Extn] has joined to L:13.1[Line:10018<<anonymous]
07-Feb-2014 15:16:32.739 Currently active calls - 2: [12,13]
07-Feb-2014 15:16:31.145 [CM503025]: Call(C:13): Calling T:RingAll:805@[Dev:sip:[email protected]:57307;rinstance=edb39d250fbd7f1a,Dev:sip:[email protected]:55072;rinstance=56ddd852089f9528,Dev:sip:[email protected]:63851;rinstance=9b957785f3e635fe,Dev:sip:[email protected]:57784;rinstance=ffa1d2cf05b457b3,Dev:sip:[email protected]:60293;rinstance=b0a76638ad04a1e5] for L:13.1[Line:10018<<anonymous]
07-Feb-2014 15:16:31.145 [CM503025]: Call(C:13): Calling T:RingAll:805@[Dev:sip:[email protected]:57307;rinstance=edb39d250fbd7f1a,Dev:sip:[email protected]:55072;rinstance=56ddd852089f9528,Dev:sip:[email protected]:63851;rinstance=9b957785f3e635fe,Dev:sip:[email protected]:57784;rinstance=ffa1d2cf05b457b3,Dev:sip:[email protected]:60293;rinstance=b0a76638ad04a1e5] for L:13.1[Line:10018<<anonymous]
07-Feb-2014 15:16:31.145 [CM503025]: Call(C:13): Calling T:RingAll:805@[Dev:sip:[email protected]:57307;rinstance=edb39d250fbd7f1a,Dev:sip:[email protected]:55072;rinstance=56ddd852089f9528,Dev:sip:[email protected]:63851;rinstance=9b957785f3e635fe,Dev:sip:[email protected]:57784;rinstance=ffa1d2cf05b457b3,Dev:sip:[email protected]:60293;rinstance=b0a76638ad04a1e5] for L:13.1[Line:10018<<anonymous]
07-Feb-2014 15:16:31.145 [CM503025]: Call(C:13): Calling T:RingAll:805@[Dev:sip:[email protected]:57307;rinstance=edb39d250fbd7f1a,Dev:sip:[email protected]:55072;rinstance=56ddd852089f9528,Dev:sip:[email protected]:63851;rinstance=9b957785f3e635fe,Dev:sip:[email protected]:57784;rinstance=ffa1d2cf05b457b3,Dev:sip:[email protected]:60293;rinstance=b0a76638ad04a1e5] for L:13.1[Line:10018<<anonymous]
07-Feb-2014 15:16:31.129 [CM503025]: Call(C:13): Calling T:RingAll:805@[Dev:sip:[email protected]:57307;rinstance=edb39d250fbd7f1a,Dev:sip:[email protected]:55072;rinstance=56ddd852089f9528,Dev:sip:[email protected]:63851;rinstance=9b957785f3e635fe,Dev:sip:[email protected]:57784;rinstance=ffa1d2cf05b457b3,Dev:sip:[email protected]:60293;rinstance=b0a76638ad04a1e5] for L:13.1[Line:10018<<anonymous]
07-Feb-2014 15:16:31.114 [CM503027]: Call(C:13): From: Line:10018<<anonymous ("Anonymous" <sip:[email protected]:5060>) to T:RingAll:805@[Dev:sip:[email protected]:57307;rinstance=edb39d250fbd7f1a,Dev:sip:[email protected]:55072;rinstance=56ddd852089f9528,Dev:sip:[email protected]:63851;rinstance=9b957785f3e635fe,Dev:sip:[email protected]:57784;rinstance=ffa1d2cf05b457b3,Dev:sip:[email protected]:60293;rinstance=b0a76638ad04a1e5]
07-Feb-2014 15:16:31.114 [CM503004]: Call(C:13): Route 1: from L:13.1[Line:10018<<anonymous] to T:RingAll:805@[Dev:sip:[email protected]:57307;rinstance=edb39d250fbd7f1a,Dev:sip:[email protected]:55072;rinstance=56ddd852089f9528,Dev:sip:[email protected]:63851;rinstance=9b957785f3e635fe,Dev:sip:[email protected]:57784;rinstance=ffa1d2cf05b457b3,Dev:sip:[email protected]:60293;rinstance=b0a76638ad04a1e5]
07-Feb-2014 15:16:31.098 [CM505003]: Provider:[Messagenet] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [foxtrot] PBX contact: [sip:[email protected]:5060]
07-Feb-2014 15:16:31.098 [CM503001]: Call(C:13): Incoming call from Line:10018<<anonymous to <sip:[email protected]:5060>
07-Feb-2014 15:16:31.098 Line limit check: Current # of calls for line Lc:10018(@Messagenet[<sip:[email protected]:5061>]) is 1; limit is 1
07-Feb-2014 15:16:30.973 [CM503012]: Inbound office hours rule (unnamed) for 10018 forwards to DN:805
07-Feb-2014 15:16:29.114 [CM505002]: Gateway:[Omnitrack Skype] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CXSkypeGateway 2.0.9919.0] PBX contact: [sip:[email protected]:5060]
07-Feb-2014 15:16:28.973 [CM503025]: Call(C:12): Calling T:Line:10004>>00390510826927@[Dev:sip:[email protected]:6060;rinstance=decd7cdef3c843d9] for L:12.1[Extn]
07-Feb-2014 15:16:28.911 [CM503027]: Call(C:12): From: Extn:109 ("Dhaya" <sip:[email protected]:5060>) to T:Line:10025>>0390510826927@[Dev:sip:[email protected]:6084;rinstance=12712fa1e88a90d3]
07-Feb-2014 15:16:28.911 [CM503004]: Call(C:12): Route 3: from L:12.1[Extn] to T:Line:10025>>0390510826927@[Dev:sip:[email protected]:6084;rinstance=12712fa1e88a90d3]
07-Feb-2014 15:16:28.911 Line limit check: Current # of calls for line Lc:10025(@Omnicaster Skype[<sip:[email protected]:6084>]) is 0; limit is 1
07-Feb-2014 15:16:28.911 [CM503027]: Call(C:12): From: Extn:109 ("Dhaya" <sip:[email protected]:5060>) to T:Line:10011>>00390510826927@[Dev:sip:[email protected]:6076;rinstance=a9a00394603c0681]
07-Feb-2014 15:16:28.911 [CM503004]: Call(C:12): Route 2: from L:12.1[Extn] to T:Line:10011>>00390510826927@[Dev:sip:[email protected]:6076;rinstance=a9a00394603c0681]
07-Feb-2014 15:16:28.911 Line limit check: Current # of calls for line Lc:10011(@Jeremy Skype[<sip:[email protected]:6076>]) is 0; limit is 1
07-Feb-2014 15:16:28.911 [CM503027]: Call(C:12): From: Extn:109 ("Dhaya" <sip:[email protected]:5060>) to T:Line:10004>>00390510826927@[Dev:sip:[email protected]:6060;rinstance=decd7cdef3c843d9]
07-Feb-2014 15:16:28.911 [CM503004]: Call(C:12): Route 1: from L:12.1[Extn] to T:Line:10004>>00390510826927@[Dev:sip:[email protected]:6060;rinstance=decd7cdef3c843d9]
07-Feb-2014 15:16:28.911 Line limit check: Current # of calls for line Lc:10004(@Omnitrack Skype[<sip:[email protected]:6060>]) is 0; limit is 1
07-Feb-2014 15:16:28.911 Call(C:12): Call from Extn:109 to 00390510826927 matches outbound rule 'Rule for Omnitrack Skype'
07-Feb-2014 15:16:28.911 [CM503001]: Call(C:12): Incoming call from Extn:109 to <sip:[email protected]:5060>

 

[leejor]

Do any "local" calls work correctly using the same route/provider? Do any calls work?

Which direction is the audio working, not working?

Did this problem just begin, or has it never worked?

Does the 3CX Firewall test pass?

 

[dhaya]

We have 2 different routes to make a call. one in land line and another one is international. for international we use Skype gateway.

if am making calls through local route it is working perfectly.

But if I am making call through the international route, it is not working.

when I am making an international call, I can hear them speaking. But they are not.

Firewall test is completed and the result is success.

From last two weeks we have this issue.

 

[leejor]

Do you use Skypes VoIP service or the 3CX Skype Gateway? If it is the latter then there may be an issue with the sound card on your computer as the gateway makes use of that. Try a Skype call using a headset.
Were changes made a couple of weeks ago?

 

[dhaya]

We use skype gateway option for the international calls.

I tried calling skype normally and the sound is working fine. If it is coming to an international call, we are getting the one way audio issue.

Yes. Two weeks ago there was an issue with making international calls through skype. No calls were connected. One of my senior colleague deleted all the gateways and recreated them again.

 

[leejor]

I tried calling skype normally and the sound is working fine. If it is coming to an international call, we are getting the one way audio issue.

I'm not clear.

If you use a headset, on the PC running the 3CX Skype Gateway (and 3CX PBX), to place a Skype call do international calls work correctly, or just Skype to Skype calls? What about a call from the PBX to another Skype user, does that work correctly? PBX to a local number using Skype?

Two weeks ago there was an issue with making international calls through skype. No calls were connected. One of my senior colleague deleted all the gateways and recreated them again.

I'm wondering what caused this to begin with two weeks ago. As I said earlier, the 3CX Skype gateway makes use of the sound card in the PC for audio through to 3CX. If the headset is working fine (two way audio) for all types of calls, then I'm going to assume that the sound card portion is fine. There may be an option, or some corruption, left from the last changes that may require that you take out the Skype gateway and start over again, but keep that as a last resort.

 

[dhaya]

Just Skype to Skype calls are working fine.

PBX to local number using skype having the one way audio issue.

PBX to another Skype user having the one way audio issue.

The issue is :
if we are getting a call from International(Perfect) --> My company (Perfect)(both side can hear clearly)
if we are making a call from My company(Perfect) (We can hear them)--> International (audio issue)(not hearing from us)

 

[leejor]

Have you tried applying a backup of 3CX from before all of the problems began?

I haven't experienced this sort of issue using the 3CX Skype Gateway so I can only assume that there is some sort of corruption that was introduced when the trunks were last removed and re-built. There may be some sort of Codec issue.

The only suggestion I have is to remove and re-install the Skype gateway programme. I know, from experience, that this is not trivial, but, it may be what is required.

 

[dhaya]

Hi Leejor,

Thank you for the advice. I re installed the skype gateway and still we have the same problem. we are using Draytek 2830 ADSL+ Security firewall router. is it might be a firewall issue? I don't know how to get into this?

 

[leejor]

is it might be a firewall issue? I don't know how to get into this?

It could be , but, didn't you say that if you used a headset plugged into the PC/server running 3CX / 3CX Skype gateway / Skype, that you do get audio both directions when making a Skype call (using only the Skype programme), correct?

If that is indeed that case, then I'm at a loss as to why the audio isn't being passed on to the trunk in 3CX.

Since this was working in the past, there must be something that is now different.

 

[dhaya]

Yes. you are right. If i used a headset plugged into the 3cx Server, I can clearly receive two way audios. But if it is for skype gateway, i am getting one way audio and one more thing is, the firewall in this 3cx server machine was disabled from the beginning. No clue where, why, how this is happening.

 

[dhaya]

Dear Leejor,

At last the one way audio issue was solved. the reason is, all our servers except the phone server are maintained by third party. they have installed a monitoring tool in our main server. unfortunately this tool was automatically installed in phone server as well. this tool was blocking the outgoing audio packets. i was just tried to stop the process and made an international call. now it is working fine. Due to this tool, most of the calls were automatically disconnected both locally and internationally. Now it is working fine and good.

 

[leejor]

This just goes to show that seemingly insignificant, or "routine" changes, on a system, can have a significant affect.