Unsupported VoIP provider Call Quality

[CCG]

Hello, we have struggled with poor call quality since switching to 3CX. The majority of calls sound mumbled and/or have a noticeable delay when speaking.

• 3CX Version, Enterprise 16.0.1078
• Server OS, unknown hosted by trusted partner
• Is the 3CX Server Hosted and where? yes, trusted partner
• IP Phone Make/Model/Firmware - Yealink T54W and Yealink T53
• Provisioning Method: SBC
• Trunk Provider or Gateway Make/Model - unsure where I can find this
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[leejor]

Is this on internal and externals calls? Are you using a consistent Codec throughout? In many cases, the best option is to use the same Codec on the sets, as required (being used by) by your provider. Check the 3CX Activity log to see if transcoding is happening (3CX handling a change from one Codec to another).

Voice quality can also be affected by the quality of your internet connection, or other factors on your network.

 

[ChrisC_3CX]

When it comes to Call Quality, making sure the necessary resources are available for the PBX is vital. I would recommend trying to find out more about the machine itself, including the OS it's running and if the configuration is compliant with our hardware requirements: https://www.3cx.com/docs/recommended-hardware-specifications-for-3cx/

What is the SBC running on(Hardware/OS)? Make sure it is also compliant with our requirements.

 

[CCG]

The sound issues happen on external calls. I added an image of the codecs being used. The SBC is running on a Dell 7070 - i7, 32GB, and a 256 SSD running 64 bit Windows 10. I will request the specs of the cloud PBX from our trusted vendor and update this post.

 

[leejor]

I would try using PCMU, as the first choice, for external calls, and see if that makes a difference. Is there a bandwidth issue that caused you to choose GSM to the provider? Again, the best audio results come from remaining consistent throughout. Have you confirmed exactly which Codec is being used on external calls? It may be one of the second, or third choices, depending on what is supported by your provider.

 

[SteveITS]

@CCG review codec order in all locations:

• SIP trunks
• Settings/General (internal and external)
• Each extension (for each phone on the extension)

Ideally all should match what your SIP provider says to use.

 

[CCG]

Here are the PBX specs -

Linux Debian 9
Unlimited Ingress/Egress
DDOS Protection
4vCPU Xeon 2.3Ghz
16GB RAM
160GB SSD RAID 10
Static IP v4/v6 w/1GB/1000Mbps Service

I don't believe we have a bandwidth issue as we have a GB connection and don't use it all.

I am still waiting on the SIP providers recommended codecs but in the mean time I changed the codecs to those suggested as seen below. Ill have the users that are having the most trouble test and today and get back to me. Thanks everyone for all the help and suggestions!

 

[NickD_3CX]

Hi @CCG ,
I think what leejor was referring to was changing the codecs in the SIP Trunk settings.
In your Management Console go to "SIP Trunks", edit your SIP Trunk, go to the "Options" tab, and at the bottom, leave only codecs G711u and G711a, 99,99% of all providers I know support these 2 codecs. Remove the rest to avoid using another others.

 

[N_G]

What does Trusted Partner mean? Does it mean a qualified and trusted partner by 3CX? Because if it not thats the problem right there. Why dont you contact this trusted partner?

You dont specify whether its a supported SIP Trunk provider or infact a supported cloud provider. Whether its been deployed using PBXexpress or not. And this is where i suspect is the problem. Best to contact a 3CX partner.

 

[Evolute IT]

What does Trusted Partner mean? Does it mean a qualified and trusted partner by 3CX? Because if it not thats the problem right there. Why dont you contact this trusted partner?

You dont specify whether its a supported SIP Trunk provider or infact a supported cloud provider. Whether its been deployed using PBXexpress or not. And this is where i suspect is the problem. Best to contact a 3CX partner.

Actually, why are they posting here if they have a "trusted partner". It sounds like they don't trust them anymore.

@CCG If you need a new partner, there are plenty here, but I'd strongly suggest having one instead of doing it yourself. Specially when you get issues like that.

 

[CCG]

Trusted Partner = 3CX Partner. I have contacted them multiple times. I didn't seem to be getting anywhere with them so I came here looking for help. I'm not sure if its a supported Trunk Provider but I'll ask.

 

[Evolute IT]

Trusted Partner = 3CX Partner. I have contacted them multiple times. I didn't seem to be getting anywhere with them so I came here looking for help. I'm not sure if its a supported Trunk Provider but I'll ask.

In this case, get a new one my friend! Partners are here to help, if they can't even help you, they shouldn't even be a 3CX Partner (but that's my 2cents.)

 

[CCG]

I'll raise a ticket with them and give them one last chance then I'll find a new partner. I looked into moving to hosted by 3CX but was told we have too many channels(32.) Thanks everyone!

 

[Evolute IT]

I'll raise a ticket with them and give them one last chance then I'll find a new partner. I looked into moving to hosted by 3CX but was told we have too many channels(32.) Thanks everyone!

Don't go Hosted 3CX. Host via a partner.

3CX Hosted as limitations that might cause more trouble than it's worth.

 

[NickD_3CX]

Don't go Hosted 3CX. Host via a partner.

3CX Hosted as limitations that might cause more trouble than it's worth.

You are talking without knowing the facts and misleading customers. We have 10,000 + instances under management.

We require that you deploy using supported devices and SIP trunks which means that you have a tested and supported environment - obviously resulting in minimum downtime or need for support. I would make a rough guess this is what most customers want.

Yes you can not use CFD apps but the vast majority do not require this.

 

[Evolute IT]

You are making it sound like it is bad. Just to be clear, yes, "3CX Hosted" has some few limitations which we openly state, but if you never use these "limitations", then it is fine.
See section "Requirements/Limitations": https://www.3cx.com/ordering/pricing/hosted-info/

Let's not forget the benefits of it as well though.

Of course, everyone has the right to make up their own mind.

Agreed, it's not "bad". But so many people made the switch without reading so I warn people now.

Also, I personally hate losing control over resources like VMs, so, in my humble opinion, no one should never use this.

I do see the benefits for very small customers tho.

 

[Lee Cramman]

I would try using PCMU, as the first choice, for external calls, and see if that makes a difference. Is there a bandwidth issue that caused you to choose GSM to the provider? Again, the bests audio results come from remaining consistent throughout. Have you confirmed exactly which Codec is being used on external calls? It may be one of the second, or third choices, depending on what is supported by your provider.

Or, depending on where you / your IP trunking provider is in the world, possibly PCMA.

 

[CCG]

Those are now at the top of the list and I haven't had any complaints yet but its still early.

 

[cobaltit]

That might be all that's needed, but when time permits, I'd still look at changing partners, or at least changing hosting. 3CX has a guides for a number of providers (AWS, Azure, GCP) that make it easy to deploy and that you would have direct access to. If your partner can't even help with this issue, I'd be afraid if a more serious one came up.

 

[N_G]

@CCG Thank you for the further explanation. if its a 3CX partner then I apologize and we will follow up from our end to verify a supported cloud environment and SIP trunk has been used.