v16 Call Quality

[SayWhat39]

Has anyone else noticed any issues with call quality on v16? We upgraded about 25 different systems and almost everyone went from no complaints to many saying as high as 25% of the calls are garbled. At first we thought it was a carrier issue but we have now tried a couple different carriers and no improvements.

 

[leejor]

Outside calls only? Codecs remained the same as previously used?

 

[SayWhat39]

Nothing changed but happens more frequently on Conference Bridge and mostly when on physical phones which we use Yealink. Many of them are getting garbled VM messages too so we know it is happening from trunking to 3cx and not out because when we packet capture on the phone side the calls sound find.

 

[JohnS_3CX]

Hi @SayWhat39

Can you give us some more details? Like:

How is the system setup (cloud/local) and phones setup (LAN, SBC, STUN)
Are you on the latest 3CX firmware and templates?
Garbled calls occur both internally and externally?
What bout on clients/webclient?
Is there a way to reproduce it that you noticed?

 

[SayWhat39]

Hey John,

We have about 25 clients on v16 with the majority of them experiencing call quality issues since upgrade. Everyone is configured differently and we do have some cases open and uploading call examples for review.

How is the system setup (cloud/local) and phones setup (LAN, SBC, STUN) Larger clients are on LAN and smaller clients on STUN
Are you on the latest 3CX firmware and templates? Update 1 came out today but besides that yes everyone is on the latest version
Garbled calls occur both internally and externally? We haven't heard of any intercom calls being garbled. Mostly on the conference bridge but have examples of garbled VM messages and standard external calls.
What bout on clients/webclient? Our internal techs using the web client have complained no clients using the webclient.
Is there a way to reproduce it that you noticed? No but if we make enough test calls in a row we can always get to a call that has issues.

 

[JohnS_3CX]

Thanks, since you already have some cases with Support I would suggest to allow them to see it through and see if they can spot what is going on.

From your description is sounds like a trunk issue (if only external calls and external caller-VMs are affected). I don't know of anything in V16 that has changed that would affect trunk calls in this way, hopefully something should crop up in the investigation.

 

[bimmerd00d]

I experienced this on v16 (in testing) the other day. My system is behind a Sonicwall NSA250m in our datacenter. It connects through a site to site vpn to the branch I work at. I had call quality issues using the 3cx windows client to another user outside the system. I did not experience this issue using a Yealink T46s connected to 3cx at my branch office using a SBC.