Solved poor sound quality - Cause: Unsupported Cloud provider

[voip_user]

Hi there,

we have the 3cx on our own cloud provider and doesn´t matter if we call from app to app or to external customers, the sound quality is really poor.
It doesn´t matter if we do anything with the codecs or anything else.
The PBX seems to be perfect, but the quality is not useable.

Is there anyone else with same problems and know how to fix it? It´s no bandwith problem

Regards

 

[cobaltit]

First, you need to define what poor sound quality is. Different sound quality issues can have different causes. Also, has it been this way from day one or is this a recent development. Have you tried it from another location/internet connection to be sure it's not a problem with your internet? How does the echo test sound?

You can't ping a 3CX hosted instance but have you tried doing a trace route to see how many hops/how far away it is? 3CX puts your instance in the hosting location closest to the address the license is registered to. If that information isn't accurate or maybe represents an address geographically far from you that could be an issue. But as far as the quality of the hosting I've not had any problems with 3CX hosting.

 

[JohnS_3CX]

Hi @voip_user

I think it's best if you start from here https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

And tell us what you actually use to make calls with: 3CX mobile apps, windows app, webclient, deskphones?

 

[voip_user]

>First, you need to define what poor sound quality is. Different sound quality issues can have different causes. Also, >has it been this way from day one or is this a recent development. Have you tried it from another location/internet >connection to be sure it's not a problem with your internet? How does the echo test sound?
the language sounds dull and slightly scratched, i can also hear it in the echo test.

>You can't ping a 3CX hosted instance but have you tried doing a trace route to see how many hops/how far away it >is? 3CX puts your instance in the hosting location closest to the address the license is registered to. If that >information isn't accurate or maybe represents an address geographically far from you that could be an issue. But >as far as the quality of the hosting I've not had any problems with 3CX hosting.

i had the Problems with the hosted one, and today i installed it in the onprem edition at another cloudprovider with a good latence to me. its between 13-14ms. I checked it with intern to extern and external calls, its always the same.

Its the third installation i tried. With the Standard settings it should be possible to make calls with normal/good quality.

• 3CX Version
  • 16.0.7.1078
• Server OS
  • Debian 9, installed with the 3cx img
• Is the 3CX Server Hosted and where?
  • its hosted @netcup
• IP Phone Make/Model/Firmware
  • the iOS App, also tested with Android
• Provisioning Method: Local / VPN / STUN / SBC
  • App with QR Code
• Trunk Provider or Gateway Make/Model
  • Easybell, but the same problem with the internal bridge
• Has the Firewall Checker passed:
  • YES
• Are custom Phone Templates being used:
  • No

Regards

 

[NickD_3CX]

Hi @voip_user ,

After digging a bit, it seems like you are not using 3CX Hosted, so I changed your title as it is misleading.
You should be using the real "hosted by 3CX" or a supported hosting platform as this may very well be connected to the reason you are having trouble.

My recommendation is to log into the Management Console to Settings --> General, and here set the codecs in the priority where:
- 1st G722
- 2nd PCMA
- 3rd PCMU
Do this for both "internal" and "external" lists.
Restart the 3CX Services for this to take effect.

Then also go Extensions --> Edit your extension --> Phone Provisioning tab, select "3CX App", and at the bottom Set the coder order the same as above: G722, G711a, G711u

Then on your iOS/Android kill the app, relaunch it and call the Echo Test again to try.

General advice though if this does not work out? Stick to what we have tested. You are using our apps, you are using a supported provider, choose a supported hosting platform as well for the best experience.

 

[N_G]

@voip_user May i ask why are not using a supported cloud provider (Amazon, Google or Azure) or 3CX hosted?

The fact that you are using an unsupported cloud provider who has not configured the instance properly seems the cause. Please follow our guidelines and docs and these things will not happen.