Problems when answer a call

[GustavoLopesC]

Hello,

I'm facing two problems when i answer a call here in my company.
The first one is that the person who is calling us don't hear my voice within 20 seconds, and after this time we can hear each other normally. This happens every single call since always.

The another problem is the call is failing the voice too much.

We're using 3CX more than 2 years and we answer the calls by 3CX windows Client.
The server is hosted on our own AWS(amazon) hosting. The server is not alarming any issue of performance.

So i would like to know if someone already had this problems and solved or at least with you know if it's a problem of server (AWS) or a problem with the SIP Trunk provider.

 

[Alphabetic]

Have you done a firewall test lately from your MGMT console?

 

[mortenjorge]

First of all try calling *777 from your 3cx client - its the 3CX echo tester, which should repeat what you say. can you hear yourself?

Second, is it a supported SIP-trunk provider?

Did you run the 3CX Firewall checker, and how was the result?

 

[GustavoLopesC]

Have you done a firewall test lately from your MGMT console?

Hello,
Thanks for the answer.

Yes, you can see the result below:

• resolving 'stun-sa.3cx.com'... done
• resolving 'stun2.3cx.com'... done
• resolving 'stun3.3cx.com'... done
• resolving 'sip-alg-detector.3cx.com'... done
• testing 3CX SIP Server... done
  • stopping service... done
  • detecting SIP ALG... not detected
  • testing port 5060... done
  • starting service... done
• testing 3CX Tunneling Proxy... done
  • stopping service... done
  • testing port 5090... done
  • starting service... done
• testing 3CX Media Server... done
  • stopping service... done
  • testing ports [9000..9398]... done
    • "all ports... done" (the forum doesn't allow more than 1000 characters)
  • starting service... done

 

[GustavoLopesC]

First of all try calling *777 from your 3cx client - its the 3CX echo tester, which should repeat what you say. can you hear yourself?

Second, is it a supported SIP-trunk provider?

Did you run the 3CX Firewall checker, and how was the result?

Hello,
Thanks for the answer.

First of all try calling *777 from your 3cx client - its the 3CX echo tester, which should repeat what you say. can you hear yourself?
Yes, i can hear myself normally.

Second, is it a supported SIP-trunk provider?
Yes, it is a supported SIP-trunk provider. (Directcall)

Did you run the 3CX Firewall checker, and how was the result?
I did it on the server and all the tests passed. (you can see the result in my last post)
I also installed the 3CX Firewall Checker Client Application and had this result:

FAIL: Port forwarding is not correctly configured, or something in between this tool and 3CX Phone System is blocking traffic.
Possible causes:

1. Port forwarding not configured. Port forward the Web Port (default 5000 for HTTP and 5001 for HTTPS for standard installations. 3CX Cloud server installations work on port 80 HTTP and port 443 HTTPS.
2. Antivirus installed on 3CX Phone System Server blocking 3CX Presence packets
3. Windows firewall can also be blocking packets.

Debug information: Request aborted: Could not create a secure channel for SSL / TLS.



**The firewall of the windows is deactivated. And there isn't no antivirus on the server.

 

[mortenjorge]

Hmm,

Wireshark is your friend here.

Start a trace on the 3cx server and replicate the issue.

if you know how to use analyse pcap file, check for RTP packets in the call with issues.

otherwise you can attach them here or PM it

your call.

/Morten

 

[Alphabetic]

To be fair, I tried the firewall test from my PC and that fails too so that might be a red herring.

Is your 3CX up to date and your 3CX Client? Can you reprovision your client and make a test inbound call?

 

[GustavoLopesC]

Hmm,

Wireshark is your friend here.

Start a trace on the 3cx server and replicate the issue.

if you know how to use analyse pcap file, check for RTP packets in the call with issues.

otherwise you can attach them here or PM it

your call.

/Morten

Thanks again for your help.

Sorry, but what's the best way to do what you asked ?

 

[Alphabetic]

https://www.3cx.com/docs/capture-network-traffic/

 

[GustavoLopesC]

To be fair, I tried the firewall test from my PC and that fails too so that might be a red herring.

Is your 3CX up to date and your 3CX Client? Can you reprovision your client and make a test inbound call?

Thanks again for your help.

It's good to know that you have the same issue while de firewall test.
I think the client is in the last version (16.0.1.81). The problem with the 20 seconds was happening since always, so the previous version i think wouldn' t help

 

[GustavoLopesC]

https://www.3cx.com/docs/capture-network-traffic/

Thanks.

Fallow below the .pcap file:
http://data.emporiodocelular.com.br/index.php/s/C9IPWlndAMnPfLQ