Audio Silent for first Minute of a Call

[kdata]

Hello,

Wondering if you might have some recommendations for troubleshooting.

I have a phone system that works really well and generally has no issues. Commonly if we have issues, it is because of bandwidth limitations and QOS is at fault.

Ever since we moved to 3CX on this phone system, whenever a certain number calls us, they hear about 1 minute of silence and then they get prompted with our digital receptionist greeting (which is first in the call path).

Later today I am going to have them call in while I am logging/monitoring and see if I can trace what is happening, but I am curious if anyone has any other suggestions for narrowing down what might be causing this?

Thank you!
-Nick

 

[eddv123]

I have not experienced such an issue ever (more the opposite - period of audio and then a drop) however I would also run a trace and see exactly where the call is during this period.

It could for example be getting held up on the trunk before transfer to the IVR - are you using a standard SIP trunk or going via a Gateway (ISDN or FXO for example) ? I would assume just a SIP trunk since you are talking about QoS.

If it is a SIP trunk what sort of firewall and NAT do you have in front of the system - have you run the 3CX firewall checker to see if it passes ? who is the SIP trunking provider ?

What device are you calling from ? you could run a trace if it is an IP phone, you can also run a trace from 3CX however if from 3CX it may only record the call as it enters the system and miss the gap of silence.

 

[leejor]

Ever since we moved to 3CX on this phone system, whenever a certain number calls us, they hear about 1 minute of silence and then they get prompted with our digital receptionist greeting (which is first in the call path).

Just one number? Are they actually connected to 3CX during the silence, or is it their provider (or something else) that is causing the delay? The Activity Log will show the time elapsed from the first Invite until the call is answered.