Audio Delay When Call is Answered

[Rashid Raza]

HI 3CX Team,

We are facing an audio delay of 2-3 seconds with incoming calls.

The issue was already reported and resolved with the recent 3CX update but now occurring again.

Kindly resolve this issue.

• What version of the 3CX Server do you have installed?

• 18.0 (Build 461)

• What 3CX App does this happen on? Have you tried WebClient, Desktop App and Mobile device? (try all of them)
• Tried Web client, Desktop and Mobile devices (same issue)
• Have you tried with a different headset if headsets are being used?
• Yes tried facing the same issue
• Are the users this happens to on the same LAN as the 3CX Server, Remote Users, or both?
• The 3CX is hosted on google cloud and users are remote and IP phones are behind SBC.

 

[Alphabetic]

Is the problem with handsets or headsets?

 

[Rashid Raza]

Is the problem with handsets or headsets?

Using 3CX Windows Apps with headset

 

[Alphabetic]

The same headset? what OS/Browser/AV

Is 3CX passing the firewall check?

Does the problem occur when using the mobile app?

 

[Rashid Raza]

The same headset? what OS/Browser/AV

Is 3CX passing the firewall check?

Does the problem occur when using the mobile app?

Different headsets, not using browsers only Windows Desktop App(New)

Firewall check is Ok

Not using mobile apps for External Calls.

 

[Alphabetic]

Im asking you to test the mobile app and web client to see if the problem exists there.

 

[Rashid Raza]

Im asking you to test the mobile app and web client to see if the problem exists there.

No issue on Mobile app and web client

 

[Rashid Raza]

Hi 3CX Team,

Any update on how to fix this issue?

 

[ChrisC_3CX]

It seems you are providing conflicting information which is very misleading:





Please clarify on everything asked until now so that we can hopefully at least narrow this down. Also, you say this happens for incoming calls, can you confirm if this is only apparent for external calls or does it happen for internal as well (extension-to-extension)?

If only for external, what SIP Provider are you using, is it a 3CX Supported one?

 

[Rashid Raza]

Yes before there was an issue with mobile phones and WebClient but now the issue on 3CX Desktop App .

Further, the issue is with (extension-to-extension) calls and incoming calls from numbers as well.

 

[ChrisC_3CX]

Yes before there was an issue with mobile phones and WebClient but now the issue on 3CX Desktop App .

The 3CX Webclient and 3CX Desktop app connect to the PBX in the same exact manner network and traffic wise so this is very strange. Have you tested both:

• on the same exact remote network
• with the same extension
• the same call scenario

and only the 3CX Desktop App has the issue?

By the way just to confirm, this is the Desktop app you are referring to correct: https://www.3cx.com/blog/releases/windows-desktop-app-final/

Also, a few additional clarifications:

1. When you say you have an audio delay of 2-3 seconds, do you mean at the beginning of the call or whenever somebody speaks during the whole duration of the call?

2. Is it audio delay or audio gets lost so, let's say you say "Hello there" at the beginning of the call, do you hear "Hello there" 2 seconds later or only hear "...ere"? Hope this makes sense.

3. Does this happen with every single call for the affected clients or just some calls?

4. You say this instance is in Google Cloud, how was it deployed, via Google's marketplace, our Deployment wizard or manual installation?

 

[Rashid Raza]

Yes, I tested both:

• on the same remote network
• with the same and different extensions
• the same calls scenario

Using this app
https://www.3cx.com/blog/releases/windows-desktop-app-final/

. audio delay of 2-3 seconds is at the beginning of the call.
.audio gets lost, so, let's say I say "Hello there" at the beginning of the ring, 2 seconds later I only hear "...ere."
. This happens every single call for the affected clients.
.it deployed via Google's marketplace, and backup was restored.

 

[ChrisC_3CX]

I'll PM you for more information on this.