Twilio ECHO and reverb

[jonathanp1]

Hello Everyone,

I'm getting a ton of complaints last week and this week with bad call quality. Lots of echo and reverb. The call monitor reports in 3cx show calls to be ok.

v20 3cx cloud hosted (3cx data center). Connected to twilio.

Any advice would be apperciated. Example call monitor report below.

 

[TheodorosG_3CX]

May i ask if the issue is the same as well with internal calls or is limited to external?

 

[jonathanp1]

Appears to only be happening on external calls

 

[TheodorosG_3CX]

Have you also contacted Twilio as well?

 

[ivank]

Lots of echo and reverb. The call monitor reports in 3cx show calls to be ok.

Call Monitor doesn't know anything about echo, it just tells the quality of voice stream network wise.
Regarding the echo, which party hears it?

 

[jonathanp1]

We seem to be getting echo on v20. 3CX hosted. The echo is on the extension at the business. I found this thread below. However I don't see the echo option in v20? Any ideas?

https://www.3cx.com/community/threads/user-phone-is-echoing-only-on-3cx-calls.76413/
You can try to go to Settings > Advances and toggle the first option for Telecom API.

Right below it is also the Echo Cancellation settings which I suspect is already enabled.

 

[jonathanp1]

We're still having this issue. The business side is having the echo reverb issue. Opened a ticket with Twilio and they didn't think it was an issue. I'm wondering if it's a Yealink issue. Apparently the problem happens on the Polycom phones as well.

 

[TheodorosG_3CX]

May i ask, the echo is only with external calls or with internal as well?
Using the Web Client you still have this echo?

 

[jonathanp1]

Seems to only happen with desk phones. The customer doesn't really make internal calls. They notice it fairly often on the external calls. I can hear the echo on the recordings.

 

[Kevin@voxtelesys]

Add another carrier to the and see if you still get the echo, if it happens on multiple carriers then you can eliminate the PSTN and start troubleshooting physical phones, soft clients on wifi, and soft clients off wifi. If the echo still only happens on twilio then you can push them for further troubleshooting.

 

[TheodorosG_3CX]

As @Kevin@voxtelesys mentioned you need to eliminate the issue first and them proceed accordingly.