Delays on Call Pickup

[arma_admin]

We migrated from FreePBX with the xtelsio CTI Client to 3CX quite some time ago.

One thing we—and some of our customers—have noticed is that there is a slight delay when answering calls in 3CX, but not always. After picking up a call, some of them there is a delay of around 2 seconds before either party can hear or speak.

We did not change our SIP provider during the migration.

We mainly use the 3CX PWA, Windows App, and Smartphone App. The issue occurs on all of these clients and with different versions of both Jabra and Yealink headsets.

Has anyone experienced something similar or have any ideas what could be causing this? Any suggestions on where I should start troubleshooting would be greatly appreciated.

Personally, I've started waiting a second before putting on my headset after answering a call, which seems to help. However, that's obviously not a very customer-friendly solution.

 

[Charles_3CX]

Hi, I'd start by checking whether it also happens on internal extension-to-extension calls. If it does, it's probably not the SIP provider.

Since the issue occurs on the Windows App, PWA and mobile app, and with different headsets, I'd focus on the media path. A SIP capture (looking at the timing between the 200 OK, ACK and first RTP packet) should quickly show whether the delay is coming from the provider, the network, or the PBX.

But do note that we don't provide any advice or support for Headets attached to IP phones.