Delay between incoming call and connection to CRM

[devtendenz]

Hi Edossantos,

we've implemented our notification system for a client of ours, and they have the problem that many times there's a delay of several seconds between an incoming call and the notification po in their CRM.
We tested our notification system several times by manually calling the notification urls from a browser, like https://our-notification-system.com/api/call/<phonenumber> and then always immediately the notification popup is shown. But it seems that somethimes the 3CX central software doesn't call that url immediately, but after 10 seconds or so, when they already picked up the phone and had to lookup the calling customer by hand..

Our notification software always returns a 404 not found status back to the 3CX central so it can't be the 10 minutes cache issue (see also this topic https://www.3cx.com/community/threads/how-to-clear-10-minutes-cache.74709/#post-337427).

What can cause this kind of delays?

 

[edossantos]

It's hard to tell without seeing the logs. There is no reason for this delay. The contact lookup happens as soon as the call arrives to 3CX from the external line, even before the call is sent to the agent.

You should enable verbose logs, reproduce the issue, and check the 3cxSystemService.log to understand what's going on.