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Call delay when picking up phone

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american10

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Hello. One of my installations is having an issue with the user picking up the call and having a 1-2 second delay. It isn't like all audio for the call is delayed by 1-2 seconds. It's like everything is muted for 1-2 seconds at the beginning of the call and then after that the call is regular.

The person is picking up their phone when it rings, says, "Hello," and the person on the other side can't hear anything at first. Requires the person to wait 1-2 seconds before beginning the phone call.

My setup: SBC on Raspberry Pi, hosted at OVH (linux build), Fanvil x6u and x7 phones. Only 12 phones total. The two DIDs ring to ring groups (ring all, whoever picks up first). I have this exact same setup at another 5 locations with no issues. I'm not sure what to look for.
 
So if you use SBC , then your pbx is cloud hosted , so Where it is ? is far from SBC location? Latency is good between both ends?
 
aws2p said:
So if you use SBC , then your pbx is cloud hosted , so Where it is ? is far from SBC location? Latency is good between both ends?
Click to expand...

Yes, ping times are good between the office where the phones are and the data center (ovh). I have about 10 other installs in the same general area on the same iso with the same sbc and phones without issues.
 
is it only occuring on external calls or is this behavior existing between 2 ext. behind that SBC and calling internally?
Do you have Pbx delivers audio enabled on extensions?
 
aws2p said:
is it only occuring on external calls or is this behavior existing between 2 ext. behind that SBC and calling internally?
Do you have Pbx delivers audio enabled on extensions?
Click to expand...

I'm checking now to see if it happens between local extensions within the office. PBX delivers audio was NOT selected for any of the extensions. I selected it for two extensions and they say there is no difference.

I just placed a test call and as an external caller I don't notice any delay. I had the person answering the phone start talking right away upon picking up the phone and I heard everything she said.
 
What is the affect of selecting or deselecting "PBX Delivers Audio"? I have never changed this setting on any other installation.
 
all the deskphones used behind SBC and provision as SBC mode in console have this setting enabled by default
 
aws2p said:
all the deskphones used behind SBC and provision as SBC mode in console have this setting enabled by default
Click to expand...

I just confirmed that the delay happens with local extension to extension calls as well.
 
What kind of PI the SBC is on ?
 
Something to consider, by the time there is no delay on calls between extensions and when you called from an external line into the system, would that maybe it has to do with the Provider and their upstream connections.
I have heard of cases a few times that "when people call from Provider X, something Y happens...".

Not trying to lay blame somewhere else, but do the callers have something in common in this respect?
 
I have the same problem with Internal calls (no firewall), mainly with the IOS app. Using the latest version of 3CX, latest IOS version. 3CX is internal to the phones, happens on 4G and local Wifi.
Latency is 20ms to the 3CX instance.
I have checked everything and cannot work it out.
 
If there is a connection delay (1-2 seconds lost from the time you pick up) then does it also manifest in recordings?

For example if you pick up a call and the first word is cut off, will that word be heard in the recording?
 
When you answer and say Hello, the other end do not seem to hear it. You have to say Hello again.

4G does go through Firewall with no inspection and using the 3CX tunnel but it occurs on wifi no firewall.

Ill test, 4G outside of Network, vs Wifi and make some calls. I have not tried a recording but I will tomorrow and let you know the result.
 
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JohnS_3CX said:
If there is a connection delay (1-2 seconds lost from the time you pick up) then does it also manifest in recordings?

For example if you pick up a call and the first word is cut off, will that word be heard in the recording?
Click to expand...

We are running the free version right now until we get this sorted out as they're not thrilled with the delay, so no call recording as of now.
 
I think my next step is going to replace the raspberry pi 4 with a 3 b+ and see if there is any change.
 
In you SBC Settings > Options is it currently set to TLS or TCP?

1602141213557.png
 
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