V20 issue - Call Recording and PBX delivers audio

[TigerTech]

We're running V20 U1 on premise. After upgrading from V18 we found that audio failed on some extensions on outbound calls only. Inbound and inside calls were fine. After some experimentation we believe we've found the cause. It seems that when "Call Recording" and "Record external calls only" are enabled for the extension but "PBX delivers audio" is not, then audio on outbound calls would fail. Unless there's something unique to our situation, it seems that something could be improved here - perhaps enabling Call Recording should automatically enable PBX delivers audio or something. If this is not something that 3CX plans to address, however, at least maybe someone else with the same issue will find this post and the solution in less time than it took us.

On a related note, I exported all users to try to find additional problems where Call Recording is enabled but PBX delivers audio is disabled. However, the latter option does not appear in the export. Can this please be added to the user export? Thank you.

 

[SweetAction]

Sounds like a bug, call recording is supposed to set the PBX delivers audio flag for you.

 

[VoIPTools]

In previous versions of 3CX if you record a call, the PBX always forces the call to use PBX delivers audio. The call has to go through the PBX since the PBX is performing the recording. If your diagnosis is accurate, this would indeed be a bug.

 

[TigerTech]

Thanks to those who have replied. Unfortunately no one from 3CX has commented. Is there a way - short of paying for a support ticket - to get their attention on this and try to find out whether this is a possible or known bug?

 

[SweetAction]

Thanks to those who have replied. Unfortunately no one from 3CX has commented. Is there a way - short of paying for a support ticket - to get their attention on this and try to find out whether this is a possible or known bug?

Have your partner file a bug report.

 

[ivank]

Hello, I will add it to the bug tracker for review on Monday. Thank you!

 

[ivank]

We're running V20 U1 on premise. After upgrading from V18 we found that audio failed on some extensions on outbound calls only. Inbound and inside calls were fine.

Could you describe the case fully?
- Do you use hardware phones?
- If yes, are they local or behind SBC?
- What type of outbound call: local or external?
- If external, does the recording get created with correct audio in it?
- Which party has no audio?

 

[TigerTech]

I'm sorry to have taken so long to reply. Having found a workaround I moved on, and I just discovered your message today.

Could you describe the case fully?

I'm not sure what I can add to my original post other than my answers to your questions below. If you have any follow-up questions I will try to watch for them and respond based on my recollection of the situation.

- Do you use hardware phones?

We use Yealink T31G, T40G, T46S, and T46U.

- If yes, are they local or behind SBC?

The phones are local.

- What type of outbound call: local or external?

We experienced the problem in making outbound calls to an external number.

- If external, does the recording get created with correct audio in it?

We didn't actually check for recordings when the problem was occurring, so I can't say.

- Which party has no audio?

When the problem occurred neither party could hear the other.

 

[ivank]

I'm not sure what I can add to my original post other than my answers to your questions below. If you have any follow-up questions I will try to watch for them and respond based on my recollection of the situation.

Could you temporarily revert "the fix", reproduce the problem with verbose logs & capture and send via PM?