Soft/Garbled/Bad quality audio on Fanvil X3SG

[MarcA]

I have been getting feedback from our users that they are having issues with external and internal calls using their IP Phone (Fanvil X3SG and X3U) that the audio of the person they are talking to is hard to understand. Either the audio is soft, garbled or just intermittently bad quality. It happens to all of our users. On the other hand, when our users use their softphone on their desktop or mobile phone, the issue does not exist.

• 3CX Version, Standard Annual 18.0 (Build 461)
• Server OS, Debian 10
• Is the 3CX Server Hosted and where? Hosted in AWS
• IP Phone Make/Model/Firmware version, Fanvil X3SG and Fanvil X3U
• Provisioning Method: STUN
• Trunk Provider or VoIP Gateway Make/Model, Amazon Chime
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

These are the codecs used in arranged order:

G729
PCMU
PCMA
G722

 

[JohnS_3CX]

Hello,

You must prioritize PCMU (also known as G.711-Ulaw) since you are using Amazon Chime.

To be clear, you must put it on the highest priority under

1. The trunk Options


2. The main Settings >> Codecs in your management console

3. Under EACH phone, under EACH extension individually


Finally, after you are done, absolutely all the phones need to be reprovisioned. If they are not, they will still use the old codec.

This should give you a very noticeable improvement.

 

[MarcA]

Hello,

Thank you so much for your response.

I have changed the settings in the Codecs setting and for all of the phones individually as shown below:



In regards to reprovisioning the phones, is it just a matter of selecting all the phones and clicking the "Reprovision" button as seen below?



Thanks again in advanced!

Regards,
Marc

 

[JohnS_3CX]

Hi Marc,

That's correct. A reboot will also force them to reprovision at startup, so if you see one that is stuck just reboot it.