Random bad audio quality using the PWA app on V20

[Michael Rasmus]

Hello all,
We have upgraded our system to version 20 and are using the PWA apps as the other apps are being removed eventually.
What we have found is that we are getting really poor call quality randomly on the call, sometimes it doesn't go away and we call back from the mobile app and other times the issue fixes itself.
this has been happening since the upgrade to V20.
There is no issue with the internet connection.
The call quality monitor shows packet loss on our end before it makes it to the phone system.
I can hear the issue on the call recordings and the other end still sounds perfectly fine.

Has anyone else had this issue on V20/PWA app and how do you fix it?

 

[TheodorosG_3CX]

The call quality monitor shows packet loss on our end before it makes it to the phone system.

This indicates issue on the local network. This occurs only for one machine or multiple?

 

[Michael Rasmus]

at the moment we only have 2 machines on V20 and the other machine isn't using any apps, they have desk phones. they did mention a little call quality issues but i changed the codes on the phone and that seems to have fixed the issue as they havent mentioned it again.
for us we are using the PWA apps. as a test we have shut down the PWA apps and are using the webclient to see if its still happening.
Just wanted to know if other people have mentioned this.
Also just wanted to point it out that the system is cloud hosted (not by 3CX)

 

[TheodorosG_3CX]

I was referring to the user machine not the 3CX server, however this seems to be limited to the network connection.
Packet loss does explain the issue in your case. Check also with the web client and update us.

 

[Michael Rasmus]

oh sorry. the issue has happened on multiple computers not just the one.

 

[TheodorosG_3CX]

On the same location?

 

[Michael Rasmus]

it has mainly happened at the office as that is the main location we work from but i have had someone say they couldnt hear me properly when i was working from home. so i don't think its isolated to the one location.

 

[TheodorosG_3CX]

Does this happen for both internal and external calls?
Are you using a Supported Provider?

 

[Michael Rasmus]

So far we havent be able to replicate the issue on internal calls as we don't do to many internal calls.
the other machine i have on V20 contacted me today saying that they had 2 calls yeaterday with bad call quality. i checked out the call quality moniter and ont he first call it had 49% packet loss and on the second call they had 20% packet loss. the packet loss happened on my customers end going to the cloud hosted system.they do not use the apps as they just use deskphones.

On my system we are using a custom SIP Provider which i know you don't support but on my customers system they are using a supported provider.

They are having the same issue we are having and the only thing that is the same is that they are on V20 and both hosted in Vultr. Both VM's are using 2CPU, 2GB Ram with plenty on storage.
Also there is no issues with the internet connection, no drops, no packet loss so that isn't causing the issue.

I do not think its local network related at this point.

 

[TheodorosG_3CX]

the packet loss happened on my customers end going to the cloud hosted system

So the packet loss started from the local network. This requires further investigation, you might need to also run continues captures and check for the root cause of the packet loss. Note that this can also be related with the provider. There are many facts to analyze here.