3CX (soft or web) client on Mac : no audio for 2-3 seconds

[smartek]

Hi,

I have found many similar posts on this forum but they are all 3-4 years old and was hoping that maybe someone has a solution.

Between the moment we pickup a call and the moment one can actually hear us, 2-3 seconds will go by. In this thread (https://www.3cx.com/community/threads/delay-when-using-jabra-pro-930-on-a-mac.52783/), @Vali_3CX mentions an issue about how Apple manages the audio on Mac.

I tried another Jabra Headset (Evolve 65, also bluetooth technology) and I don't have this problem. But there is a difference on how it connects : to my understanding, the Evolve 65 is directly connected to the bluetooth of my mac (i have to add it in the system preferences) but with the Jabra 930, I believe it is connected to the dock of the 930.

Maybe this helps ? Any ideas ?

If I have to suggest now a new headset to my clients that have a mac, how do I know which one will work flawlessly ?

 

[smartek]

Bump !

 

[JohnS_3CX]

Hi @smartek

If it does not happen with all headsets (ie. Evolve 65 is ok in this case) but some do, then at least we know that the PBX, connection to PBX and Mac are probably ok.

Try using it in some other websites that record the mic, (like mic testing sites) and see if there is a delay there too before it starts showing voice activity.

Check your Jabra software too in case there are any updates

As for the Mac client, it is no longer being developed - we recommend Mac users make use of the Chrome Extension or Webclient as a replacement.

 

[scottcalcp]

We have switched to the web client on chrome and have encounter issues answering incoming from our queue and all outgoing calls. Other users not using the web client do not encounter this issue.

 

[JohnS_3CX]

@scottcalcp how about internal calls when using the webclient?

 

[scottcalcp]

Internal call will only work if they are incoming to the user using the webclient. Outgoing internal calls from the web client no longer work.

 

[smartek]

Try using it in some other websites that record the mic, (like mic testing sites) and see if there is a delay there too before it starts showing voice activity.

Thanks for the idea, will test this on Monday.

Check your Jabra software too in case there are any updates

As for the Mac client, it is no longer being developed - we recommend Mac users make use of the Chrome Extension or Webclient as a replacement.

I'm (sadly) aware of this, but it is (sometimes) hard to change clients' mind or behavior. Anyway, we have the same delay with the web client.

Warm regards,

Stephane

 

[JohnS_3CX]

@scottcalcp Hi Scott, kindly confirm the PBX version, and the Chrome browser version used. Also mention whether there is a VPN being used on the client side

@smartek Hi Stephane, sure let's see how it goes. It's always good to have more data for comparison

 

[scottcalcp]

@JohnS_3CX we are using 3cx v16.0.619.
Chrome is on Mac v85.0.4183.102

We are planning to run install the next update to see if this resolves the issue. Let me know you have any other suggestions or need further info.

 

[JohnS_3CX]

Hi Scott,

No problem, we expect that as soon as you install the next update the audio issues should go away.
Let us know how you get along after the update.

 

[scottcalcp]

@JohnS_3CX. Thanks we are testing it this morning.

Is it possible to that 3cx will every be developing a native mac app again? The web app hasn't been a very good experience is comparison.

 

[JohnS_3CX]

Hi Scott,

There's nothing on the roadmap for that I'm afraid and we recently stopped development on that version. But what I can tell you is that the webclient will be continuously developed in the future.
This means that it should become a richer experience over time and should keep receiving new features as it will be our main client for 3CX.

 

[scottcalcp]

I get it, I really do from a development standpoint at least. It's still a bummer, the native client in v15 worked really well and the switchboard was really helpful. It could have used some design changes, but all and it was usable.
Any chance the web client will ever have a switchboard more like the client did? It's one of the big reasons we decided to go with 3CX. Is there an exposed API that we could look into?

 

[N_G]

@scottcalcp Thanks for your feedback. There will not be another mac client but the switchboard will be accessible from the chrome extension, in fact we already have some switchboard options. What exact view are you missing?

 

[scottcalcp]

@Nick Galea appreciate you asking. The web client application was a bit more unified. Although it did seems to have some redundant information, much of information you needed was in one screen where the web client may the information in several different screens. Let me get into the specifics so you can better understand:

1) The amount of calls serviced and abandoned for each agent on each queue is no longer able to be seen in one view. I believe this can be viewed by clicking on each individual queue, but not in the all.
2) The last logged and total talk time are shown in a similar fashion and can't be see in the same view.
3) It would be a "nice to have" (definitely not critical) to see the answer time.
4) Another nice to have would be to see the status color a little bigger than just a small icon on the left.

All and all it's the web client is usable, but having everything in one screen and per agent stats is would be really helpful to our us.

Thanks for your time. I hope that all makes sense. Please feel free to reach out with any questions.

 

[SteveITS]

Between the moment we pickup a call and the moment one can actually hear us, 2-3 seconds will go by.

Is your headset wired or wireless? I've had coworkers complain about me, but it seems better if I have the (wireless) headset off its base and on my head before answering their call. That makes me think it takes a bit for the headset to link up and the audio to connect all the way through. However I do seem to be able to hear them. You specifically mentioned "can actually hear us" which sounds like your issue is also with outgoing audio, not incoming audio? If I already have my headset on my head and dial *777, and start counting when it connects, it seems like the audio is immediate to me since I get the "1" echoed.

In general if one answers a call the "buttons" in the Chrome extension need to "light up" when the call is connected, sometimes I've seen that take a few tenths of a second or whatever but I'm considering that as "now the call is connected."

Windows, Chrome w/extension, Sennheiser SD Pro2.

Also worth noting is two others have the same headset (and another a similar model) and they say the delay is only on calls to me, not each other. Sound driver? PC speed? (or as I mentioned I don't wear the headset all day)