Delay in call response on hosted 3CX - Fanvil V64

[Battistini SRL - Matteo]

Good morning,

On a 3CX hosted environment with a Pro license, I've set up a PBX with a digital receptionist (IVR) that routes calls to a ring group with two extensions—two Fanvil V64 phones, each connected as an SBC phone.

The issue is this: When a call comes in and the customer answers, she experiences 3-5 seconds of silence (mute) at first. She tries saying "Hello? Can you hear me? Hello? Hello?" Then, the call proceeds normally with clear audio and continues without issues.

This doesn't happen on every call—for example, when I call the customer from my 3CX PBX, she hears me immediately upon answering. It only occurs with certain calls, in a way that's still undefined.

Could you help with what checks to perform first?

P.S.: The exact same issue happens on another customer's PBX, also with physical IP Fanvil V64 phones, but that second PBX has a Free license.


Best regards,
Matteo

 

[Nick W]

I wondered if there was any news on this getting into official release of 3cx via Fanvil?

 

[JohnS_3CX]

I wondered if there was any news on this getting into official release of 3cx via Fanvil?

Already released. FYI you might also want to read message #15 in this thread.

 

[TheodorosG_3CX]

@Nick W In which firmware version are you at the monent?

 

[Nick W]

Thanks John, seems we had not spotted the release. Time to turn on the auto updates for that client!

 

[lancerichards]

This is a known Fanvil v64 issue.
They do not have enough CPU / Memory to be able to run the 3CX Firmware for the Routerphone and slowly, debrain themselves with the delay you're referring to.

If you ask Fanvil for 2.12.21.6 - This is known to have fixed the issue you're reporting.
I am not sure if the new 2.12.21.32 has this in it - Not tested yet.

We ended up just replacing all our v64 units. They ended up being complete trash and Fanvil's support was less than helpful.

 

[Nick W]

Thanks for this straight to the point response. It's helpful so we don't waste more time.

We will proceed with replacing.

 

[Nick W]

We have a response now actually. They have a special version that disables Bluetooth and wifi to free memory to use as a routerphone. Bit of a hack, but if it works.....

 

[lancerichards]

Thanks for this straight to the point response. It's helpful so we don't waste more time.

We will proceed with replacing.

We spent hundreds and hundreds of hours on this with Fanvil constantly blaming 3CX's binary rather than actually making sure their hardware wasn't the issue. We were able to clearly demonstrate the issue was a CPU/Memory issue.

When we then asked them for compensation for misleading us in the sale of the product, they just disappeared.
Seems they're not even present in the forums any more.

 

[atmomin]

We have 3 V64 working as SBC at different sites, after last firmware upgrade to 2.12.21.32, it killed itself and other phones connected via it. Very disappointing to see such poor testing of firmware before release. I temporarily reconfigured phones as local to make it work until firmware issue is fixed. I hope Fanvil and 3CX will figure out the issue sooner than later.