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V20 call quality issue after changing to hosted

garrick.cobcroft@gsconsul

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Hello, basically we had a self hosted 3CX install on a Debian NUC, that had been working well for over a year. This week, we moved the installation to a hosted by 3CX system, and reprovisioned the NUC as an SBC. There are about 11 Yealink T58W IP phones as extensions. Since moving to the hosted system with NUC, call quality has been extremely poor for both internal and external calls?
 
Have you also tried to provision the T58W as router phone only without using the NUC as an SBC?
 
Yes, that was the setup while I was reprovisioning the NUC as an SBC. Currently running through the SBC approximately 1/3 of the calls have issues. One way audio or static reception. With the T58W as a router phone the quality on 100% of calls was so bad that the system was practically unusable.

The NBN at this location is dodgy to say the least. However, that hasn't changed and the call quality was brilliant using the NUC as an on prem PBX. The main concern for me is that the quality is equally poor between internal and external calls. Shouldn't the SBC be handling audio for internal calls, thereby taking the NBN out of the equation?
 
Yes the calls are through the SBC.
Making calls using for example only the web client is the same?
 
The staff at this site are mainly salepeople, so they don't use the web client at all, but they do use the app, and the limited preliminary reports are that using the app is the same.
 
How many BLF keys have been assigned per device?
Also try the Call Quality Monitor Tool to see from where the issue is originated.
 
Thanks Theodoros, there are 18 BLF keys configured per device on 14 devices.

I've enabled the call quality monitor tool for the extensions that have reported the main issues. I've set this to monitor for 3 days, as most of these extensions won't be active until Monday. This looks like a very cool feature, hopefully the reports help me get to the bottom of it, thanks!
 
Oh Ok thanks. I wasn't aware of this. Is there anyway to increase this limitation, and what is the impact of it being exceeded likely to be?
 
It can cause issues as the described. This cannot be adjusted.
 
Hi Theodoros, over the week we reduced the number of BLF keys to 10, and turned on monitoring. Now getting one way audio on all external calls. The event logs are showing the following error:-
No valid RTCP report from number.
No RTCP from number (audio from PBX can't get through?).

I placed some test calls, the first had a high pitched squeel in the background and I couldn't here the local end at all. Sedon call, the receptioninst was a jittery robotic voice.

Thanks,
Garrick
 
Thanks Theodoros, since reporting this, I've had feedback from the ISP that there is an unscheduled NBN outage in the area that is scheduled for resolution by tomorrow morning. Apparently this is creating a lot of jitter on SIP calls. I'll do further testing in the morning when I get notification that the outage is resolved. I have also had confirmation from the users that there is no issue when using the app, only the Yealink handsets.

Thanks,
Garrick
 
Good to know. You may also try and install an SBC on your location to test the connectivity if there is a different ISP. You may post your results here as well.
 
Yes, I have an SBC installed, so the results previously posted are going through the SBC. Unfortunately, there are no alternative ISP's available to test against. I do have a 4G backup installed for the customers internet, but this is really only suitable for short scale disconnections.
 
Understood, let us know the outcome from the ISP.
 
Hi Theodoros, I have run the system on a 4G modem for the past week, and that appears to have resolved the call quality problem. I have advised the client to invest in a Starlink connection to replace the NBN. I'd be interested to hear if anyone else in Australia has used Starlink with 3CX, and what the results were like?

In the context of the 10 BLF key limit, this has started to cause major issues for the staff. Would it be possible to program the BLF keys directly in the phone handset interface, and stop 3CX from sending the BLF keys in the provisioning file. Would doing this resolve the bandwidth issue?

Thanks,
Garrick
 
You may configure as custom speed dial instead however you will not have presence information for those keys.
 
garrick.cobcroft@gsconsul said:
10 BLF key limit
Click to expand...
If you use a software SBC, not router phone, it can usually handle more BLFs, although you might still have bandwidth issues as they would need the same connectivity, and the 4G modem does have limitations.
 
Thanks Kyriacos, yes we are using a software SBC. The SBC is on a Debian NUC. It appears the BLF limit is independant of the WAN connectivity issues though, as reducing the number of BLF's to 10 did improve things. Changing the WAN onto the 4G modem resolved the remaining call quality issues, so part of the problem was definitely to do with the original VDSL internet service supplied by NBN. However if I add extra BLF's, it does cause the quality to degrade further as was suggested by Theodoros.
 
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