users complaining about "clicks" in audio

[zooeyhall]

I have a 3cx installation withthree Snom 300 phones. The SNOM phones are running the latest firmware. We are using 3cx Mini Version 7 and it is running on a Windows XP SP2 workstation. Since it is such a small office, the only calling is done to the outside using two PSTN lines through a Patton 4114 gateway. Our DSL comes in over one of the lines.

Everything is connected using CAT5 cable. There is only one computer in the office running just basic applications (email, web, etc).

We have been using 3cx at this location for about 18 months now. Apparently the problem has been there since the beginning. I have another almost identical 3cx installation at another location in our company, and they seem to have no problems.

Users at this location have been complaining about "clicks" in the audio on incoming and outgoing calls. Also occasional other audio strangeness such as echo and distorted sound. There is no problem with calls dropping or ending unexpectedly.

I had the phone company check the lines up to the building, and not surprisingly they said everything is ok. The 3cx server log doesn't show anything strange going on.

I was wondering if anyone else has had this problem, and if there was any advice on what I should check-out first to get it solved. I have been told that "clicks" like this indicate a problem with the outside line(s), and I have also been told that that is just something in IP based systems. Thanks for any advice and please post if you need additional info.zooeyhall
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Posts: 13
Joined: Tue Apr 15, 2008 10:33 am
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[tpinnovations]

Just a few ideas..

1. Move the microwave away from the telco closet.
2. Check your CAT5 for noise. If you have a cellular provider with antennas on the outside of the building, make sure your lines aren't running parallel to its cables. Always cross 90*, never parallel.
3. If you have DSL on the line, check your DSL filters.


Just another thought, have you upgraded the firmware on that patton?

 

[zooeyhall]

Thanks for the reply. Upgrading the firmware on the Patton gateway was going to be the next thing that I try.

I am also thinking about contacting the ISP (it is the same as the phone company) about replacing the DSL modem. There are no filters on our system---one of the two incoming phone lines connects to the modem, and there is a jack for Internet Out and another for phone out.

 

[leejor]

If the click are happening on both lines it probably isn't the analoge lines, but try a call out on each one with a "standard" phone (use an ADSL filter on the line with ADSL). It's only outgoing calls, not internal, extension to extension calls? If so then I would suspect the gateway, any chance of putting in a replacement for testing?

Since all of your outside calls are through the PSTN network (via the gateway) and not to a VoIP provider, i don't think the modem will be the culprit.

 

[zooeyhall]

Thanks for the reply. It appears to be happening on calls coming in on either line. And yes---the only calls that come in (or go out) are through the PSTN and the gateway.

I am going to try to upgrade the firmware first (it's at v4.2, and the current one available is v5.2). Failing that fixing the problem, I am going to acquire a replacement gateway.

I truly appreciate your insight and suggestions!