3-4 second delay connecting audio when answering deskphones

[352X]

We have a new 3CX build on Voxtelesys (hosted and they are SIP provider). Corporate location on AT&T 300Mb fiber and Ubiquiti network. Fanvil X6U-V2 phones. One is set as router phone at main location with others regular. Two remote locations each have a router phone.

When answering calls, we have a 2-3 second delay in the audio starting. Often times the caller doesn't hear "hello" and causes quite a bite of confusion at the initiation of calls. We've been dealing with this for months and trying various things, but nothing seems to improve it. I searched the forums here and I see others make the exact same complaint, but often times there was no resolution if it was an older post. I noticed in the past year people running Fanvil phones, in particular router phones, said there is new Fanvil firmware, but 3CX hasn't pushed out the firmware because they want a new SBC software updated within the firmware build. Is this the "fix" we're waiting on or is there something else I've missed?

The staff is getting impatient waiting on me to resolve this as I'm the one that recommended 3CX and new Fanvil X6U-V2 phones based on 3CX documentation suggesting such. I had to post under "SMB" because it seems to be the only place I have permission. The system I'm selecting for this thread is simply a test system and not the in-service 3CX I'm using for my business (which again, is hosted at Voxtelesys).

 

[KyriacosS_3CX]

Hi,

If you use the Web/Windows/Mobile apps, what is the behaviour? Do a packet capture on the 3CX server, it should show you which part of the call has the delay.

Best,
KS.

 

[352X]

I believe Windows/Mobile apps are fine. I really do suspect this has to do with the older SBC software in the Fanvil firmware. Any idea when this next release is coming out? There are several posts discussing this audio delay issue or other audio issues on these Fanvil XU phones (and I believe another Fanvil line too). They have the SBC software version in them that you have EOL'd in the standalone version. As for packet capture, it's a hosted 3CX, but I can see what my options are at Voxtelesys for that level inspection.

 

[352X]

The current firmware includes 3CX SmartSBC 18.1.3. I have no idea if this is part of the issue, but sure would be nice to be running current Fanvil firmware with a newer SBC. We bought 3CX and these phones because 3CX says it would work.

 

[KyriacosS_3CX]

If all phones are SBC capable, set them all up as SBCs, each for itself essentially.

 

[352X]

If all phones are SBC capable, set them all up as SBCs, each for itself essentially.

Well, I'm already running two at remote locations and they have these issues. Then there is the corporate location with one in router mode and six phones connecting through it. We have issues at all three of our locations with this audio delay (and that's three different Internet providers too). The only similarity I'm seeing that seems to be more than coincidence is other people mentioning issues with poor audio or delayed audio on newer Fanvil phones and it seems it appears more in ones running in SBC mode.

 

[352X]

For example this thread: https://www.3cx.com/community/threa...p-when-configured-as-sbc-router-phone.134081/

 

[KyriacosS_3CX]

Hi,

Again, just to clarify the point, if a phone is capable of being an SBC it is best to use it as an SBC on it's own and not run it through another. The router phones do have the SBC capabilities, but their resources can be easily stretched too much on a busy system, especially if many BLFs are in use.

A dedicated SBC install does not have the same limitations, and that is also a good option if the location is able to host this software somewhere.

 

[352X]

So having 8-9 phones setup as router phones on the same LAN is the "normal" configuration for 3CX if all phones are X6U-V2?

 

[Colby D.]

So having 8-9 phones setup as router phones on the same LAN is the "normal" configuration for 3CX if all phones are X6U-V2?

One router phone can support itself and then 8-9 other phones. I almost think if all phones support router functionality, it may be best to just make every phone its own router phone to reduce points of failure.


Side Note: The side effect is then the Voice & Chat tab gets kinda cluttered. RIght now with Router phones its hard to tell what other phones/extensions are behind it since clicking on the router phone from the Voice/Chat tab doesnt outline what is behind it. I know you can go to the phones tab and by proxy be able to search, but what would be great is if Router phones showed something similar to DECT bases where you could see all phones routed behind it, and in a dream world be able to move them to another router phone directly from there as opposed to under each individual user extension

 

[KyriacosS_3CX]

@352X would not call it "normal", but definitely a valid setup that avoids some potential issues with router phones.
The "downside" is that all calls even between two phones next to each other will have to go via the PBX - since you mention apps etc do not have an issue then this should not impact you, and if you are recording calls for example, the calls are already going via the PBX anyway.

@Colby D. Ideas forum?

 

[352X]

Well, I'm not sure if my first post was unclear, but I also experience this issue on stand-alone Fanvil X6U-V2 phones in router mode, like at a remote location, no other phones using it as a SBC. Still notice this delayed audio establishment at times. It doesn't seem consistent either, but absolutely there. It is absolutely worse if there are any latency issues and certainly with packet loss, I have seen that on one connection. However, it still happens on what appears to be totally clean Internet connections as well at times. I'm not sure if phone reboots help like another Fanvil problem thread states, but I've been doing them and I'm getting less complaints.

 

[LogitComputer]

Same here with a former STUN V18 User, now V20 with SBC. Told the Client to get the X6U-V2 as he has a couple of (older) X6U in House. Worked a couple of times, then he began to suffer with the exact same issues as User 352X told. First, I tought of an DOA, but my own X6U-V2 makes the same problems.