Delay in initial audio

[benf]

In the past couple of weeks, I have noticed and now a few clients have mentioned when they make an initial call, there is no audio for awhile, its like dead air, and then suddenly the person is saying hello? or the voicemail comes on, but you never hear it ring. So far I have this on softphones / webapp, but I do not have anyone with a handset reporting it. Its not happening on every call either.

This is across multiple 3cx, all running the latest version 16.08. My initial thought was its our carrier (Siptrunk) but we have tickets now from our client who uses Comcast SIP, so it seems to be something else as I am trying to track it down. Once the dual audio starts the call is fine.

Im going to try and track down numbers and match call logs from 3cx and vendor side , but was wondering if anyone else is seeing this on 16.08

 

[VasilisV_3CX]

Hi @benf,

Can you provide more details regarding your set up? https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[benf]

• 3CX Version, e.g. Pro Annual 16.0.8.9
• Server OS, e.g. Debian 9
• Is the 3CX Server Hosted and where? Our own datacenter
• IP Phone Make/Model/Firmware - Softphones (web app and RTC client)
• Provisioning Method: Stun
• Trunk Provider or Gateway Make/Model : Siptrunk
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

Another client

• 3CX Version, e.g. Std Annual 16.0.8.9
• Server OS, e.g. Debian 9
• Is the 3CX Server Hosted and where? On-Prem
• IP Phone Make/Model/Firmware - Softphones (Windows Client)
• Provisioning Method: Lan
• Trunk Provider or Gateway Make/Model : Comcast IP Gateway (on-prem)
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

For reference its not every call, but its also not the vendor I dont think because its not like its hanging 10-20 seconds before it 'starts' ringing, you hear dead air and then suddenly Hello? or a persons voicemail. I am not able to reproduce it in any predictable way.

 

[VasilisV_3CX]

Hi @benf,

Are these VMs and if so, what Hypervisor platform are you using?

Is the delay also present when calling locally, extension to extension?

 

[benf]

Hi the pro one in our datacenter is Vmware 7.1 Enterprise on all SD/nvram disk.
The standard one is running on a little mini-pc bare metal (like protectcli unit, I dont know offhand , but something like that)

 

[VasilisV_3CX]

Hi @benf,

Thank you for providing the information. May I suggest logging this issue to 3CX Support to further investigate? This can be done from within your Partner Portal under 'Get Support'.