Voice Breakage & Echo On External Calls Inbound/Outbound both

[amannick]

Hello Team


One of my client reported voice breakage & echo on external calls be it inbound or outbound problem is on both. I asked following questions to my client and to analyse the problem.

• How are they answering calls web client, 3CX Mobile app or Desktop Client?

Answer :- Desktop client and Webclient as problem is with all the extensions few extensions used desktop clients few use web browser to login.

• Did you check the internet speed?

Answer :- They mentioned they use RingCentral as alternative and it works fine no error what so ever.

• Do you have any firewall or antivirus installed ?

Answer :- No Firewall or antivirus installed in any system.


I have configured their system on Amazon Lightsail - 1 GB RAM, 1 vCPU, 40 GB SSD. I restarted their 3CX server and problem was fixed for few hours but then again customer reported same problem.


Please suggest what can we do to fix this


Thanks

 

[leejor]

It appears that T2.Small, on Amazon, with 2Gb of memory, is recommended.

https://www.3cx.com/docs/recommended-hardware-specifications-for-3cx/

Since it seemed to work for a while, after a restart, I'd suspect that memory may be "filling up" after a while. You might try increasing it, and see if it makes a difference. Are you using the same Codec, end to end, to avoid transcoding?

 

[cobaltit]

You haven't mentioned what version of 3CX you are using or how many extensions/call paths are in use that would help identify a possible resource issue. You said rebooting helps for a couple hours but clarification if the call quality degrades after rebooting and no calls are made during that time (like rebooting at midnight and the first call the next day sounds bad) or you are rebooting and then have 500 calls over the next few hours.

 

[amannick]

You haven't mentioned what version of 3CX you are using or how many extensions/call paths are in use that would help identify a possible resource issue. You said rebooting helps for a couple hours but clarification if the call quality degrades after rebooting and no calls are made during that time (like rebooting at midnight and the first call the next day sounds bad) or you are rebooting and then have 500 calls over the next few hours.

Hello @cobaltit

Product	Professional Annual
Version Number	16.0.9

There are about 8 extension 2 call queues. they make about 500 Outbounds calls in entire day.




Thanks

 

[NickD_3CX]

@amannick
Have you seen and heard this yourself? I have a very funny story from last week, where someone was complaining to me that their headset had the exact same symptoms, plus a lot of background noise.

It turns out that the user (2 users in fact) had 2 headsets connected to their PC and although Windows Sound was set to the correct headset, the WebClient/Browser Extension was not, so effectively when they were on the call, the mic that was being used was from the headset on their desk, not the one on their head.

The reason I am saying this is that such problem, it's best to make sure you have actually been on-site yourself to see this, because sometimes users can mislead you in regards to what the problem is.

 

[amannick]

@amannick
Have you seen and heard this yourself? I have a very funny story from last week, where someone was complaining to me that their headset had the exact same symptoms, plus a lot of background noise.

It turns out that the user (2 users in fact) had 2 headsets connected to their PC and although Windows Sound was set to the correct headset, the WebClient/Browser Extension was not, so effectively when they were on the call, the mic that was being used was from the headset on their desk, not the one on their head.

The reason I am saying this is that such problem, it's best to make sure you have actually been on-site yourself to see this, because sometimes users can mislead you in regards to what the problem is.

Hello @NickD_3CX

I don't deny with what you said but this was reported by multiple clients not just one. We are in communication business and if they can't communicate with their clients or team business start bleeding and we loose our share too.

I need to know what Is causing the problem ? Any codec? or Hardware Configuration ?


Please suggest what can be done to find and fix the problem.


Thanks

 

[NickD_3CX]

Hi @amannick

I understand, so here are my initial thoughts based on the symptoms you describe:

• Echo: there is no way the 'echo' effect can be caused due to any type of codec issue/mismatch or network problem. Echo is usually something that is caused on the 'analog' side of things, so when talking about headsets, either a hardware issue on the headset side, or if the user is using a deskphone, they could be talking on speakerphone and the 'echo cancelllation' function of the device is not kicking in, so the sound from the speaker is looping back in through the mic.
  
  
• Voice Breakage: This honestly could be either hardware related or network related and needs a bot of experience to determine which of the two it could be. If you hear clean cuts and is more like a 'stutter', where the silent parts of the breakage are completely silent (no background noise or crackles), then it could be due to network packet loss, or more rarely again the 'echo cancellation' messing up by cutting the wrong sounds.
  If could also be a faulty wire on the analog components or even on the mic.

My advice? Ask the customer to tell you 2 extensions on their system that has this problem, then register 2 desktop clients or WebClients (whatever the customer is using) in your lab. Then make calls yourself using your own PC and headset from your lab.

If you don't have the same problem, you know it is something related to their premise.
If it does, assuming your internet connection is good, could be something between the PBX and the provider.