Record starts playing during call!

[loop3r]

Hello guys, please help me find an explanation for this strange issue:

I was on v16.0.2.910 since last year and everything was ok, but the stupid need to update made me go to 16.0.5.619 and suddenly i have users complaining about weird recordings playing during calls. The intriguing part is that just one of these users have recording enabled.

During a call, they can't hear the client anymore and a recording starts playing where you can only hear your voice for about 30sec (the voice of you talking to the client, seconds before). In this time, the client side doesn't hear anything and after these 30sec, sometimes the call continues with both sides hearing each other, but other times the call just drops.

Of course i don't have a backup made of v16.0.2... i would've restored to it without hesitation...

Right now i tried a restart of the Windows 10 virtual machine on which 3CX runs, but i don't really know what else to look for or do. This seems like such a strange issue to me that i had to wait for 3-4 persons to complain about it, until i could believe it. I've yet to hear such a call myself, but hey say it happens on various times of day with various callers.

P.S. No recording is saved in the 3CX Recordings menu about these calls.

 

[JohnS_3CX]

Hi,

I'm a bit confused by your description. Is this a problem that only happens with external calls?

I'm wondering if it is a problem with the trunk rather than the PBX because I have seen this before happening on providers (with mobiles phones too, not just SIP trunks).

 

[loop3r]

Yes, just external calls.

So, the client uses the IVR to connect to a department, my colleague answers, they chat for a bit and suddenly both parts can't hear each other and a recording of the previous 30 secs of the call starts playing on my colleague side.

After this "recording" is done, sometimes the call is resumed like nothing happened, other time it just drops and the they must re-call the client or viceversa.

I know is confusing, i also have a hard time trying to explain it. I only hope to catch a real recording of such a call.

 

[JohnS_3CX]

Hi,

This sounds like a trunk issue to me. You might have to consider running tshark in the background, capturing packets constantly until it happens. Then raise the issue with your provider once you have evidence (in case you already raised it and they doubted you)

 

[loop3r]

Thanks for your feedback, ill raise the issue with my provider and give tshark a try, maybe i'll get lucky.

It's hard trying to explain this issue, so i'll definitely need some "ammo" to help people believe it.

The good thing is that no one complained anymore after the system reboot. Fingers crossed

 

[JohnS_3CX]

Sure thing, the explanation of "hearing my voice repeating what I said n-seconds ago as a delayed echo" should give them a good idea.

If you have recordings enabled of course, catching it in the act will serve as excellent evidence.