3CX delaying calls

[Goxi24]

Hi all.

Lately, we have experiencing issues with delayed calls. For example, If I try to call someone from 3CX on it's mobile phone, the phone starts ringing after 20 seconds and the call goes through Viber out? Previously the calls were going as regular calls, not via Viber out. Is there something we can do in order to eliminate this?

Thank you in advance.

 

[Alphabetic]

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Hi, very vague.

What are you calling from?

please post more info from link above.

does it work with 3CX app?

 

[ChrisC_3CX]

If I try to call someone from 3CX on it's mobile phone, the phone starts ringing after 20 seconds and the call goes through Viber out?

To first confirm I understood this correctly, you're saying that you basically perform an outbound external call from 3CX to a mobile number and it takes 20 seconds for the mobile number to ring? Does the caller hear ring-back at all Is this only with mobile numbers or any external number you call?

Also, what do you mean it shows connecting through Viber out? Are you sure the user is using the 3CX App?

 

[Goxi24]

To first confirm I understood this correctly, you're saying that you basically perform an outbound external call from 3CX to a mobile number and it takes 20 seconds for the mobile number to ring? Does the caller hear ring-back at all Is this only with mobile numbers or any external number you call?

Also, what do you mean it shows connecting through Viber out? Are you sure the user is using the 3CX App?

Hi Chris, I was doing the tests by calling from 3CX app to mine and several colleagues' mobile phones, after start ringing from 3cx app I was waiting for approx. 20 seconds for my mobile phone to start ringing. The call is coming from Viber Out although we have never configured Viber for that manner. Our SIP is configured with UK number but the calls we're getting are with area calling number from North America.

 

[ChrisC_3CX]

Regarding the fact that you see Viber audio I'm afraid there's not much we can do about it as the call is way out of 3CX's control at this point. It has already left the 3CX PBX out to the SIP Trunk to your PBX's SIP Provider and then reached the mobile phone's SIM carrier.

This does not necessarily explain the delay though. To hopefully narrow this down please let us know of the following:

• Do you have the delay only when calling specific numbers?
• Can you call these affected numbers from another number (say a mobile number) unrelated to 3CX? Do you still have delay?

 

[Goxi24]

Regarding the fact that you see Viber audio I'm afraid there's not much we can do about it as the call is way out of 3CX's control at this point. It has already left the 3CX PBX out to the SIP Trunk to your PBX's SIP Provider and then reached the mobile phone's SIM carrier.

This does not necessarily explain the delay though. To hopefully narrow this down please let us know of the following:

• Do you have the delay only when calling specific numbers?
• Can you call these affected numbers from another number (say a mobile number) unrelated to 3CX? Do you still have delay?

Hi Chris,

Thank you for the wide explanation.

We notice the delay when dialing mobile numbers in United Kingdom and Macedonia. Also tried calling those numbers from my mobile phone, no delays at all, it rings right away.

 

[ChrisC_3CX]

We notice the delay when dialing mobile numbers in United Kingdom and Macedonia. Also tried calling those numbers from my mobile phone, no delays at all, it rings right away.

In that case it might just be a case of your SIP Provider and it's interconnection with the upstream providers required to reach the final destination.

If this is the case, then I don't think that there's anything you can do. If you want to confirm that everything is ok on your end, you could:

• Enable Verbose Logging in "Dashboard >> Activity Log >> Settings"
• Make a call that has the delay and answer it.
• End the call and then go to "Dashboard >> Activity Log"
• Filter to only see the last call
• Check the timestamps to see if there is a 20 second gap somewhere between SIP messages.

 

[Goxi24]

In that case it might just be a case of your SIP Provider and it's interconnection with the upstream providers required to reach the final destination.

If this is the case, then I don't think that there's anything you can do. If you want to confirm that everything is ok on your end, you could:

• Enable Verbose Logging in "Dashboard >> Activity Log >> Settings"
• Make a call that has the delay and answer it.
• End the call and then go to "Dashboard >> Activity Log"
• Filter to only see the last call
• Check the timestamps to see if there is a 20 second gap somewhere between SIP messages.

Hi Chris,

Thank you for the pointer and your help. I will do that and also will contact the SIP provided to check on their side too.

 

[ChrisC_3CX]

My pleasure!

Do let us know what you find and if there's anything else we can help with!