Solved Calls don't connect unless number is in contacts.

[DatawiseSolutions]

When I use the soft phone to call my cell it doesn't ring unless the DID from 3CX is in my cell contacts. It will go straight to voicemail on my cell.

If the DID is in my cell contacts then the call goes through. It actually shows as incoming on my cell.

Also it takes a while to connect. It has 2 different tones while ringing. I'm not sure if there is anyway to make it ring faster or if there is an issue with my setup. It's annoying having to wait almost 30 seconds before the tone changes and it actually starts ringing my cell (or any outbound number)

This happens when using my Yealink T54W and it doesn't matter what number I call.

I'm using VOIP.MS for my SIP and I'm using their Atlanta-1 server since it's the closest to me.

Here is a link to a video I made to show what is happening.

hopefully someone can help

 

[OlegR_3CX]

Hi there.
It's not common, and you should be able to call out when placing the call to the external number, DID does not necessarily need to be saved as a contact.
So if the number is not saved on the phone, it goes to the voicemail of your trunk provider voicemail?

 

[DatawiseSolutions]

If I call from my 3CX softphone or desk phone to my cell phone, my cell phone will not ring unless the 3CX number is in my cell phone contacts. If the 3CX number is in my cell contacts then my cell will ring. I can still leave a VM either way and my cell will receive it. I just won't get the live pop-up "incoming call" on my cell unless the 3CX contact is in my cell.

When I also try to call outbound from my 3CX phone it rings for 20-30 seconds and then the tone changes and it rings for 2-3 seconds before it pops up on the destination phone. I don't know if that's a issue with 3CX or VOIP.MS. You can hear the tone change in the video I linked.

I don't know if it's a trunk issue or a outbound rule issue or what.

 

[DatawiseSolutions]

I just tested it again and the contact issue seems to be fixed. Now the number actually shows up as "Number Verified" on my phone. When I first called my cell it had said "Suspected Spam" and then my cell wouldn't receive the call unless my 3CX number was added as a contact.

I filled out this form, not sure if that made a difference. https://freecallerregistry.com/fcr/

I still have the same issue with my 3CX ringing for 20+ seconds before I assume it connects to VOIP.MS and then it rings for 2-3 more seconds before my cell actually starts ringing.

My cell is AT&T but I've tried calling Verizon phones and get the same issue.

 

[OlegR_3CX]

If you call extension to extension on the 3CX System itself, does it work fine or do you also have a delay etc?

 

[DatawiseSolutions]

If I call between extensions it will instantly ring the other extension.

Here are some more tests I did with timing it.
I even tried changing the SIP server location.
The times are from when I hit the call button on the 3CX system to when it actually shows incoming on my cell.

I tried calling another cell and the ring time was about the same. When calling cell to cell it was only about 2-3 seconds before it showed on the other cell. The cells are on AT&T.

Maybe this is as good as it's going to get?

Atlanta 1, GA (atlanta1.voip.ms)

x11110 Softphone -> Cell

11:37PM - 14 seconds
11:38PM - 8 seconds
11:38PM - 14 seconds
11:39PM - 12 seconds

x11111 Desk phone -> Cell

11:40PM - 20 seconds
11:41PM - 18 seconds
11:42PM - 9 seconds
11:43PM - 19 seconds


Atlanta 2, GA (atlanta2.voip.ms)

x11110 Softphone -> Cell

11:48PM - 18 seconds
11:49PM - 10 seconds
11:49PM - 20 seconds
11:50PM - 9 seconds

x11111 Desk phone -> Cell

11:46PM - 24 seconds
11:46PM - 20 seconds
11:47PM - 22 seconds
11:47PM - 21 seconds

 

[OlegR_3CX]

Great, so there is no issue when calling internally.
Have you got in touch with your trunk provider to see what they have to say on this matter regarding the delay?

 

[DatawiseSolutions]

Yes I opened a ticket with VOIP.MS earlier today but have not heard back yet. I gave them the link to this thread so hopefully they will read it and get caught up.

In your experience with VOIP.MS or seeing people use it, is this normal? What about other SIP providers do they have similar delays before the called party sees the incoming call? I'm just curious if it's normal to take 20+ seconds before a outbound call is connected or does something seem wrong?

 

[OlegR_3CX]

A delay of 20 seconds is a lot and should not be there.
Meantime, you could try and inspect the logs yourself, and see when the 3CX system is dialling out, and if there is a delay on the trunk level or not.

 

[DatawiseSolutions]

It looks like it just started working by itself. It now rings my cell within 1-2 seconds when calling from the deskphone. When calling from the softphone app it takes about 3-5 seconds. I realized the 2 different tones is the ringback tone on the softphone. I found the idea suggestion for it and upvoted it. https://www.3cx.com/community/threads/option-to-change-tones-according-to-the-country.82361/

I'd like the tone to match the yealink T54W or similar. The softphone ringback tone currently sounds like a call busy signal which made me think something is wrong.

Thanks for all your help and I'm glad it's working now.