VoIP Traffic choppy audio only on callee end

[JDesjardine]

• 3CX Version 18.0 Update 3 (Built 461)
• Server OS, Windows Server 2022
• Is the 3CX Server Hosted and where? Hosted by 3CX
• IP Phone Make/Model/Firmware version,Yealink T58A version 58.86.0.39
• Provisioning Method: SBC
• Trunk Provider or VoIP Gateway Make/Model Twilio
• Has the Firewall Checker passed: Not fully,SIP ALG (Failed), Meraki does not utilize SIP ALG
• Are custom Phone Templates being used: No
  Incoming calls are having choppy audio on callee end. Calls internally and outbound calls are fine. We have Pcaps to provide insight on the issues and are looking for assistance on where we can pinpoint and resolve the problem. Thanks in advance.
  
  
  
  

 

[Kevin@voxtelesys]

Same thing happen on softclients? Cell phone app on wifi and off?

 

[JDesjardine]

Kevin,

We havent had any issues when using the phone app and I dont believe anyone uses the windows application. All of the Yealink phones are LAN connected. The issues appear only every 3-4 calls. We had the hosted system up and running perfectly with zero issues up until about a week ago and then we started having the above issue.

Thanks,

 

[JDesjardine]

After talking with our customer service team. It has been happening with our team members using the phone application as well.

 

[Kevin@voxtelesys]

Are all your users in the same location? Any remote workers having the issue?

Are you seeing any packetloss from your PBX to your location or from the PBX to your carrier?

 

[JDesjardine]

All users are at the same location. We had people working remotely using the 3cx phone app also experiencing the issues. It appears to be from the PBX to the carrier from our investigation. Our pstn shows no call drops in their Pcap. However our pbx capture to our pstn shows RTP packets dropping.

 

[galega]

Hello,

Same issue from Monday last week with 3 of our pbx hosted on 3CX (DigitalOcean). We contacted with the Hosting team and they told us that there was no connectivity issue on their end. Our voip provider provided us with another sip server on diferent location and issue was mitigated. (Spanish voip provider)

Got same traces as yours, RTP traffic captures show how packets are being lost always on same way. Sip server -> hosting Ip.

As it seems, this is not an isolated case.

 

[NikosT_3CX]

@JDesjardine and @galega I would recommend to take a full backup of your PBX, download it on your side ( to be safe 1000% ) and then update your PBX to the latest version of SP4, RC.
As you may see there is an improvement on audio quality, please check here :
https://www.3cx.com/blog/change-log/phone-system-change-log/

• Improved audio quality for tunneled mobile client connections.

 

[galega]

@JDesjardine and @galega I would recommend to take a full backup of your PBX, download it on your side ( to be safe 1000% ) and then update your PBX to the latest version of SP4, RC.
As you may see there is an improvement on audio quality, please check here :
https://www.3cx.com/blog/change-log/phone-system-change-log/

• Improved audio quality for tunneled mobile client connections.

Thanks for the recommendation. Update is already available?

 

[NikosT_3CX]

@galega check on your Management Console on the Updates section and you will see it there.

 

[galega]

@galega check on your Management Console on the Updates section and you will see it there.

For us is not yet avaliable.

 

[JDesjardine]

We have applied the updates. We will let you know if it is effective.

Thanks!

 

[NikosT_3CX]

@galega build 955 is Beta, you will have to install this, then Beta 2 which is build 964 and then the RC which is 965.
Directly you cant go to the latest for now.

 

[galega]

@galega build 955 is Beta, you will have to install this, then Beta 2 which is build 964 and then the RC which is 965.
Directly you cant go to the latest for now.

Copy that!. We thought it could be downloaded directly. Thanks.

 

[JDesjardine]

@NikosT_3CX @galega
We were able to upgrade to this lastest version of host 3cx and are still having the same issue

 

[BrianC]

I have been having the same issue with my hosted 3cx instance. I use Callcentric and was on their new sip.callcentric.net server (Amazon AWS). I've switched back to callcentric.com server and all is fine again.

 

[NikosT_3CX]

@JDesjardine i would recommend to open a ticket with our Tech Support Team via your Portal since you do not have a 3CX Reseller assigned to your account and provide the capture for further analysis.

 

[JDesjardine]

@NikosT_3CX We have a current ticket open with 3cx support along with a ticket with our pstn. Everything we have tried so far to provide Pcaps and information has resulted in no solutions.