PBX audio problems calls on the queue

[giuffro79]

Goodmorning everyone,

I am writing from Italy.


Today I allow myself to submit a problem that is happening to me on an installation that I made some time ago by a customer.

The situation is as follows:




The 3CX Pbx installed on Windwos 10 Professional,
3 Sip Trunk inbound and 1sip Trunk for outgoing calls.
The incoming SIP Trunks are all certificates and operativr, two are with Messagenet and one with Clouditalia.

An incoming number goes to the auto-responder (IVR) and the other two go to a call queue where there are agents answering incoming calls.

The problem is very strange, if the call arrives on the IVR, the quality of the voice is perfect, while if I call the numbers that go on the queues the quality of the audio is poor, there is an excessive amplification of the microphone.
The users that respond are always the same and answer calls from the usual application installed on a PC using the headset with microphone.
It seems that there is a difference in audio profiles for calls on Ivr compared to those addressed on the queue.



Please let me know as soon as possible.

Hello and good evening.

Gianluca Giuffrida.

 

[leejor]

Do calls from all trunk groups go to both destinations, IVR and queue?

 

[giuffro79]

Hello,

no 2 numbers go directly to queue, and 1 numeber go directly to IVR.

Best Regards,

Gianluca Giuffrida.

 

[leejor]

If it is the queue having problems, and only two trunks route there, then i would suspect a problem with those trunks.
After hours, you may want to route calls from those trunks, direct to extensions, and try some test calls. If you can replicate the issue, you may be able to get your provider to assist in determining the problem. It may be a Codec choice, or other issue.

 

[giuffro79]

Thankyou for your reply.

I will try to revert the trunks after i will rewrite to You.
Now I will try to remove the queue.

Best Regards,

Gianluca Giuffrida.

 

[YiannisH_3CX]

You can also try routing the same number to a queue and then to an IVR as a test and compare the call quality. Let us know if there is a difference.