Voice problems

[Tin Nwe Win]

We have customers who have purchased a PBX system within our 3cx PBX system. Today there is an error when customers receive a call from outside.
When the agent and the customer talk, the customer doesn't hear the agent, but the agent hears the customer. In our PBX cloud system, about 2 or 3 PBX customers are experiencing the above error.
Can you give me a solution as to why this is happening?

 

[SweetAction]

Sounds like a RTP issue. Firewall checker pass? If you do a packet capture on the PBX, do you see both sides of the conversation?

 

[OlegR_3CX]

@Tin Nwe Win
Hi there.
In addition to the firewall checker pass:
- Can you try and call between the 3CX extensions, does it work and audio there?
- Do the Echo test too (call from the extension to *777), can hear yourself?

 

[Tin Nwe Win]

@Tin Nwe Win
Hi there.
In addition to the firewall checker pass:
- Can you try and call between the 3CX extensions, does it work and audio there?
- Do the Echo test too (call from the extension to *777), can hear yourself?

I tried the echo test and I can hear myself.

 

[TheodorosG_3CX]

@Tin Nwe Win You need to check with a capture on whether the rtp is sent from the PBX to the provider.
However you mentioned that others have the same problem, are they all on the same provider?

 

[Tin Nwe Win]

@Tin Nwe Win You need to check with a capture on whether the rtp is sent from the PBX to the provider.
However you mentioned that others have the same problem, are they all on the same provider?

Yes, They are on same provider. I really want to know what RTP means and how does it works?

 

[TheodorosG_3CX]

This can indicate an issue with the provider so i will suggest to contact them to also check.
Regarding RTP you can check here and also check some information here.

 

[Tin Nwe Win]

This can indicate an issue with the provider so i will suggest to contact them to also check.
Regarding RTP you can check here and also check some information here.

Thanks for your support guys.

 

[TheodorosG_3CX]

You are welcome