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Cracking sound on Inbound calls

Chad

February 11, 2019 20:39

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Hi everyone,

Does anybody have an idea the reason behind cracking sound on inbound calls?

Got a query from a client that they are hearing a cracking sound during the call when people are ringing in. These cracking sound can be heard on 4 handsets.

The client's PBX is hosted in a cloud.

Can somebody shed some light here on this cracking sound issue?

Your help is very much appreciated.

Thanks.

 

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6 comments

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  Larry Neblett February 11, 2019 22:16

  Cracking is pretty subjective as the description is how the client is reporting it. Also, does the external person hear the issue or is only PBX connected folks. I saw the other post where you appear to be using LINKUS. Are these users the one who hear it? I assume you can re-create the issue as needed and you should do a network capture of an affected call and post - masking any sensitive data enough to make it impossible to get the exact public  IP, but not so much so that we can't tell what is going on. 

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  Chad February 11, 2019 22:46

  Hi Larry,

  Thanks for your reply.

  This is a different client. They are not using Linkus app. The client has 4 phone numbers but the cracking sound is only happening to one line/phone number.

  The outbound call quality is great but only the inbound route that the users are experiencing the cracking sound.

  I'll ask the client tomorrow if both the external person and the PBX connected users hear the issue. When I have the answer I'll get back to you immediately. 

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  Riddhe M February 12, 2019 05:33

  You might specify more clearly about the problem scenario.

  • What is the PBX model the client is using?
  • Also what kind of trunk the PBX is connected that is suffered with the issue?
  • Which party would hear the cracking sound?
  • When the party would hear the cracking sound, after answer or during ringing stage?

   

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  Larry Neblett February 12, 2019 11:09

  Assuming PSTN lines, take an analog phone and connect to the problematic line and test to see if the issue is still present. If so, then a line issue. 

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  Graham Aker February 13, 2019 11:08

  For SIP trunk, somtimes the cracking sound may also related to the bad network environment. You could check if the network in good condition.

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  Chad February 14, 2019 11:16

  Thank you Larry, Riddhe, and Graham for your replies.

  Just to give you an update, that the crackling sound disappeared the day after I reported this issue. I don't really know why and what caused it.

   

  To answer Riddhe's questions:

  1. The client's PBX is hosted in a cloud. The PBX version is 81.7.0.15.

  2. The client has one SIP Trunk (Register Trunk type) with more or less 30 DDI.

  For questions 3 and 4, I'll answer these when the issue re-appears again (hope not).

   

  Thanks a mil. :)