Outbound Calling One-Way Audio

[Patrick McLean]

I've spent time troubleshooting with my SIP trunk provider and it seems there are no issues from that end (I can register their sip server directly through a softphone and have no issues).

However when calling from 3CX, via webclient, I can only hear the person I called, they can't hear me.

My Firewall test passes every time I run it.

I get the odd call where it works (probably 1 in 25 calls). Can't make sense of the difference in WireShark captures between a call that works and doesn't work, I don't see any ports being blocked.

 

[LaughingBoy]

However when calling from 3CX, via webclient, I can only hear the person I called, they can't hear me.

From what you are describing it sounds like the mic on your PC is having issue. Have you updated the drivers?

 

[Patrick McLean]

Well, if I call from a deskphone on the same IP as the server it does the same thing.

It is not a headset issue because if I call my SIP trunks echo test #, it works perfectly, but when I call an external echo test #, it produces the same issue (they can't identify what I am saying).

 

[Patrick McLean]

Correct me if I am wrong, but this doesn't seem like a 3CX issue right? My SIP trunk provider is VOIP.MS which is a supported provider in Canada, but a) their support is rude af and b) they tried to tell me its an issue with my firewall.

But if 3CX passes the firewall test then it should work no problem right?

Also an update: I changed the "Canada Routing" settings in VOIP.MS from Premium to Value, and now calling from my Webclient seems to be more consistently working but still not 100%. This is really sounding like a SIP trunk issue more than a 3CX issue am I right?

 

[daltonmcgehee]

Does your SIP provider provide detailed logs on their end? I find these valuable when chasing issues on external calls and SMS.

 

[Patrick McLean]

Not that I know of, they mentioned doing packet captures a few times but never share it with me. I'm considering moving to a different SIP trunk.

 

[Patrick McLean]

Might just order a trunk through Voxtelesys and see if it works.

 

[Patrick McLean]

Ya so I spent another hour or so on the chat with Voip.MS, they traced a few calls (which all failed on Premium routing) and then went away for about 10 minutes and came back and told me to try again on the Premium routing. Suddenly I was having 50% success rate (still seemed like every other call had one way audio) but then they gave me the old "That'll indicate that there's a conflict with the network or the PBX. Since previous steps taken haven't solved this it would be best to engage the PBX's manufacturer for in depth support & diagnosis" and ended the chat...

I am at a loss here, there is no way is a firewall or configuration issue if the 3CX firewall checker passes right?

Anyway I set up a trunk with Vox but I have to wait until outbound trunk is activated.

 

[daltonmcgehee]

The firewall checker can pass, and configuration errors can cause call problems. I'm not sure about intermittent issues like the ones you are experiencing.

I'm going to second your idea of going with another carrier, particularly one that gives better insights into what is going on for diagnostic purposes. I'm not sure how mission-critical this PBX is for you, but having to get on a chat with their customer service anytime something goes wrong is not any good.

I use Twilio, but I am sure any major providers listed on 3CX's website for supported integrations will work well.

 

[Kevin@voxtelesys]

Hey @Patrick McLean, we noticed your account is disconnected (customer request) on the Voxtelesys end. If you want to do any testing our troubleshooting with us you can send me a DM to re-activate the account we can do some live tests.

 

[Patrick McLean]

Yes sorry I had it cancelled because I figured out my issue. I may reopen an account later in the future if I need a backup SIP provider (I already had my numbers ported to the other provider).

 

[Kevin@voxtelesys]

No worries glad its figured out, let us know if you need anything in the future and we can get your account re-enabled.

 

[Favas C M]

@Patrick McLean Hello. I am experiencing the same issue with 3CX. If you could explain the problem that you figured out ?So we can take a look on the same page.