4 Second Connection Delay

[kieran.miles]

Hi,

I have customer who states that when they pick up a call they are experiencing a 4 second delay before the audio connects, this occurs on external and internal calls.
Issue seems to be intermittent and does not always occur, I have looked at their router and internet utilization seems to hit 100% quite a lot, could this be the cause of the issue or am I looking in the wrong area?

 

[OlegR_3CX]

Hi there.
Do you experience the same when using 3CX applications or Physical desk phones?

 

[kieran.miles]

Hi,

Thanks for coming back to me.
I spoke to the customer to get more information, the issue only appears to occur on Physical Desk Phones and it's intermittent, client doesn't use the soft phone apps. Client says that when a call comes in they wait for the green call indicator to flash a few times before answering as they cannot be sure the person on the other end of the line can hear them when they initially greet them.

 

[OlegR_3CX]

Give a try 3CX application to narrow down the issue, and if the application is working fine, perhaps it can be a networking issue let's say between the DeskPhone and SBC, or SBC and the actual phonesystem, or maybe the phone itself, so you will need to ensure that the phone is running on the latest updated firmware too.

 

[kieran.miles]

Thanks for the advice I have a feeling it maybe network congestion, as the Unifi router is showing high internet utilization all the time, but will take a look at the firmware update and application as you mentioned.

 

[OlegR_3CX]

Start with the issue that you already see "Unifi router is showing high internet utilization".
Then use the mobile in the DATA network (not the same as wifi) and see if the issues is there

 

[kieran.miles]

I see what you mean use the mobile on 4G with the APP that way it isolates their local network off.

 

[OlegR_3CX]

Exactly. You will need to narrow down the issue.