Beeping heard on calls

[commi3cx]

Hi All,

One of our customers is reporting issues whereby they hear beeping on most / all calls at some point during each call. They have confirmed that they only have WiFi turned on but the issue has also occured when connected via mobile data. The issue occurs at random times during the call. Initially it would be 3 long beeps but now it appears to have changed to 2.

While the phone is beeping, the other person is unable to hear the beeps and assumes the call has has diconnected so will hang up.

Has anybody else experienced this issue and if you have, what have you done to resolve it?

Thank you for your help

 

[Aaron Paul]

Good morning,

Unfortunately, this is happening to the majority of people. This issue came with the new iOS app update and there is no fix that we've found.

Please see the below forum thread showing how many people have reported this issue.

https://www.3cx.com/community/threads/new-ios-update-repeatedly-reconnecting-and-beeping.74111/

 

[commi3cx]

Good morning,

Unfortunately, this is happening to the majority of people. This issue came with the new iOS app update and there is no fix that we've found.

Please see the below forum thread showing how many people have reported this issue.

https://www.3cx.com/community/threads/new-ios-update-repeatedly-reconnecting-and-beeping.74111/

Hi Aaron,

Thanks for replying to my post. I did see this thread but wanted to post this as our user is using Android. Is this also a known issue on Android?

Thanks

 

[nobody]

The beeping occurs when the phone tries to reregotiate a connection to the pbx after loss of connectivity.
https://www.3cx.com/community/threa...lls-and-connectivity-issues.74972/post-340468

While it is a a good idea to try to reconnect a call if the connection failed, the way the 3cx pbx it currently does it will only lead to people diverting their calls to the mobile network, because this is able to cope with a connection loss.

 

[commi3cx]

The beeping occurs when the phone tries to reregotiate a connection to the pbx after loss of connectivity.
https://www.3cx.com/community/threa...lls-and-connectivity-issues.74972/post-340468

While it is a a good idea to try to reconnect a call if the connection failed, the way the 3cx pbx it currently does it will only lead to people diverting their calls to the mobile network, because this is able to cope with a connection loss.

Thanks for letting me know. So am I right in thinking that this beeping is by design as opposed to being an actual issue?

 

[Evolute IT]

Thanks for letting me know. So am I right in thinking that this beeping is by design as opposed to being an actual issue?

Yes, the beeping indicates the connection was severed and the app is reconnecting.

 

[commi3cx]

Yes, the beeping indicates the connection was severed and the app is reconnecting.

Thanks for confirming. That is a shame actually as the person on the other line has no idea that the app is reconnecting and as a result they hang up the call.

 

[Evolute IT]

Thanks for confirming. That is a shame actually as the person on the other line has no idea that the app is reconnecting and as a result they hang up the call.

Yeah, but normally it recovers quickly. I agree that it should beep for the other person too or something to tell them "reconnecting...".

 

[commi3cx]

Yeah, but normally it recovers quickly. I agree that it should beep for the other person too or something to tell them "reconnecting...".

Fair point however I believe it is not recovering as quickly for some of our users which is why this is becoming an issue. Anyway I guess a beep to inform you that it is reconnecting is better than nothing.

 

[pmclachlan]

This is a new issue we started experiencing on IOS 3 weeks ago. I just had my first Android user report this today.

 

[nobody]

An (agressive) beeping will make people feel they should hangup immediately. Not everyone knows - and wants to know he talks with someone using the 3cx app. Even if the beeping indeed indicates a problem, people should be convinced that everything is fine and they should please not hangup. 3cx needs a nice (not too loud) voice prompt announced to both parties. Not a Beep.
Users want to make a call, they dont want to think about possible problems and solutions. If the other side hangs up, I cannot explain to them what happend unless I call again. Would you try to use the 3cx app to make a new call if you know that the same problem will hapen again? I will not, instead I will use my mobile which works 99.99% of the time. Also, in case of a problem with the call the German Telekom will tell both parties "please dont hangup, your call is held, wait for resume". This will at least increase the time to about 30seconds until someone gives up. Also both parties now know why the disconnect happens.
Since month I try to persuade 3cx to make roaming more userfriendly, but I never got a feedback, neither positive or negatve. Just silence (not even a beep).

 

[Neil_Mc]

We have one user reporting this on Android (samsung S20, up to date Android and playstore)

The remote end hears the call perfectly, but reports no beeps. Remote end can be an extension or an external call.

The android client hears beeps throughout the call (which is otherwise unaffected). The beeps are about half the volume of the recieved audio, and vary in frequency and length. There can be short tones of 200ms, followed by a 1 second gap, followed by a 500ms or 1000ms tone, followed by a longer gap of a few seconds. However it is constant throughout affected calls, and is quite intrusive.

It is not captured in audio recordings of the call so it must be generated by the app.

It cannot be reliably reproduced but has been a consistent issue for the last two weeks (app update?)