QCB no audio after connection

[TLCtech]

We have recently started using the QCB feature, but are having a heck of a time with it.

Someone will call in, select the call back, and the call back begins. After the agent is selected, answers, and is placed on hold, eventually the hold music stops and there is no audio on the other end. Callers report they cannot hear us. We have to disconnect and call them back. Then most of the time the audio works fine.

Call logs show the call went through fine. In this last case, the agent stayed on the call nearly 3 min. I listened in and nothing.

We have a 3cx hosted instance running Version 20.0 Update 5 (Build 551 Release)

 

[lancerichards]

Sounds like it's not bridging the audio correctly @TLCtech
If you tick "PBX Delivers Audio" on the user, does that help?

 

[TLCtech]

I just enabled that with our front end team and we will see. I have been told in the past to leave it unchecked so it has been.