Customer can't hear agent

[mav2287]

In the last round of updates we did on our server asterisk was updated to asterisk 1.8.32.3 ever since we are getting complaints that customers can't hear our agents. We are also seeing a a lot more cases of dead air / no sound calls coming in to our agents. Not really sure where to start looking for issues, but is anyone else seeing these problems?

[striker]

can you post your sip setting and dialplan used

is your vicidial setup network having any firewall /router?
if so
make sure below ports are opened
UDP rtp 10000 to 20000

also enter your public ip in sip.conf as
externip=your-public-ip

[mav2287]

IP is in sip.con We use a double carrier setup with ip auth instead of user/pass below the config. I think it may have something to do with the latest version of asterisk though because it just started happening after the versions numbers changed

[vitelity-outbound]
type=peer
dtmfmode=auto
trustrpid=yes
sendrpid=yes
host=64.2.142.93
disallow=all
allow=ulaw
canreinvite=no
nat=yes

[vitelity-inbound]
type=friend
dtmfmode=auto
host=inbound32.vitelity.net
context=trunkinbound
disallow=all
allow=ulaw
insecure=port,invite
canreinvite=no

exten => _81NXXNXXXXXX,1,AGI(agi://127.0.0.1:4577/call_log)
exten => _81NXXNXXXXXX,2,Dial(SIP/${EXTEN:1}@vitelity-outbound,,tTor)
exten => _81NXXNXXXXXX,3,Hangup

[voipessential]
host=proxy3.voipessential.com
fromdomain=proxy3.voipessential.com
type=peer
canreinvite=no
dtmfmode=rfc2833
trustrpid=yes
sendrpid=yes
disallow=all
allow=ulaw
nat=yes

[voipessential-inbound]
host=inbound3.voipessential.com
type=peer
insecure=port,invite
context=trunkinbound

exten => _91NXXNXXXXXX,1,AGI(agi://127.0.0.1:4577/call_log)
exten => _91NXXNXXXXXX,2,Dial(${TRUNKX}/${EXTEN:1},,tTor)
exten => _91NXXNXXXXXX,3,Hangup