Call Quality Issue

Support
1

Hi Support Team,

We are experiencing an issue with call quality on our phone system and would appreciate your assistance in investigating it.

Our setup is:

  • Phone.system
  • One phone number provided by your service
  • A second phone number provided by another provider, connected to the same phone system via SIP trunk

We are currently experiencing poor/abnormal sound quality when making outgoing calls using the number provided by the other provider. Calls made using our number from your service appear to work normally.

Could you please check whether there is anything on the phone system/PBX side that could be causing or contributing to this issue, particularly with the SIP trunk or audio/RTP handling?

Thank you for your assistance.

2

Hi team,

We have checked with the other provider of the affected phone number, and they advised that:

“It’s likely the issue occurs somewhere between your trunk termination (IP: 46.19.210.34) and your endpoints.”

At the same time, we are also experiencing an issue with the number provided by your service, where outgoing calls are being dropped.

Could you please check our phone system panel and call analytics for August 19 and 20? We can see a significant number of error codes during these two days.

Since we are experiencing issues with both numbers, we suspect there may be an issue on your side or within the phone system/PBX or SIP/RTP handling.

Please investigate this further and help identify and resolve the issue as soon as possible.

Thank you for your support.

3

Thank you for the details, and we’re sorry to hear about these issues.

We updated your ticket on the site with details on this specific case.

4

Regarding your suggestion on the ticket, yes, please go ahead and raise the request to move our phone system tenant/platform to an Asia-Pacific location.

I replied to the ticket last Friday but haven’t heard back yet, so I also posted on the forum in the hope of getting a quicker response.

5

Hi @Odyssey,

Sorry about that, and actually, we just moved legacy users over to a new “ticketing” platform. It looks like this case was started on the old one, which was the cause of the delay.

You were updated in a new email which will be used as the source of truth here going forward.