Voice quality on App iOS and Android

[craign]

Hi,

I have a client with 60 extensions with yealink handsets via 2xSBC to a hosted 3CX pabx. This works fine and we understand no complaints.
The client however says the staff also register and use the App (mixture of android and iOS ) they use the company wifi. Speed tests show there is decent connectivity on wifi.
The client also has staff in the field using their cellular 3G or 4G connection. In both situations, they say quality of voice is bad. Is there anything we can do to test / check what could be causing this?

Thanks
Craig

 

[NickD_3CX]

Hi Craig,

Sure, the first test I would suggest is dialing *777 from the mobile devices that users are complaining about.
This is a test echo extension, if the users talk into the Microphone, they hear their voice back.
By doing this, is the quality good? Tell them to try both WiFi and 3G/4G.

Also, could you help us understand "quality of voice is bad"?

• Do they hear 'gaps' in the audio?
• Is the audio garbled (like playing an audio track in reverse)?
• Is the audio degraded?

Each of these symptoms can point to a different source of a problem and would help a lot.

Also please tell us:

• What 3CX server version are they running?
• What version of the apps are being used?
• Does this happen when calling from a mobile client to another mobile client?
• Does this happen when calling from a mobile client to an IP Phone behind the SBC?
• Does this happen when calling from a mobile client to an External Number?

 

[Vali_3CX]

@craign
Also, in addition to what Nick said, would be very useful to know
- codec configuration.
- if transcoding ("PBX delivers audio") is enabled or not
- if record all calls is enabled or not.