Delay When Call is Answered

[Gilroy]

Hi Team,

We have a customer that experiencing a delay of audio for around 2-3 seconds when the call is accepted. The user is using WebClient on Microsoft Edge, however, the issue also occurs when using Google Chrome and Windows Desktop App.

The issue is also isolated to this one user alone and others are working well. The customer also confirmed that the SIP ALG option on their home router is disabled, and the speed is at 30 Mbps up/down. We have tried pinging the computer to the 3CX FQDN and the result is sitting at 130ms.

Are there other steps for me to check to help me resolve this delay issue?

As always many thanks to the 3CX Community!

 

[VasilisV_3CX]

Hi @Gilroy,

If the user provisions a new test extension, does the same thing happen on the same PBX?

Do you have another PBX to provision them on / log them into to test if it's isolated to just this PBX or any PBX generally from that machine?

Try this: create a hotspot on the users phone using 3G / whatever is not WiFi. Connect the user's PC to the hotspot, do the same call, is there still a delay?

 

[Gilroy]

Sorry for getting back this late. I'll let them know to try it out themselves.

Many thanks @VasilisV_3CX

 

[VasilisV_3CX]

Sure thing @Gilroy, looking forward to your response.

 

[Rashid Raza]

Having the same issue.

 

[NickD_3CX]

Having the same issue.

Please provide the information asked of the OP as well.

• What version of the 3CX Server do you have installed?
• What 3CX App does this happen on? Have you tried WebClient, Desktop App and Mobile device? (try all of them)
• Does it happen to ALL users or only some of your users?
• Have you tried with a different headset if headsets are being used?
• Are the users this happens to on the same LAN as the 3CX Server, Remote Users, or both?

 

[Rashid Raza]

Please find below the required information

• What version of the 3CX Server do you have installed?

• 18.0 (Build 450)

• What 3CX App does this happen on? Have you tried WebClient, Desktop App and Mobile device? (try all of them)
• Tried Webclient,Desktop and Mobile devices (same issue)
• Does it happen to ALL users or only some of your users?
• Happen to All Users.
• Have you tried with a different headset if headsets are being used?
• Yes tried same issue
• Are the users this happens to on the same LAN as the 3CX Server, Remote Users, or both?
• The 3CX is hosted on google cloud and users are remote and ip phones are behind SBC.

 

[NickD_3CX]

Please find below the required information

• What version of the 3CX Server do you have installed?

• 18.0 (Build 450)

• What 3CX App does this happen on? Have you tried WebClient, Desktop App and Mobile device? (try all of them)
• Tried Webclient,Desktop and Mobile devices (same issue)
• Does it happen to ALL users or only some of your users?
• Happen to All Users.
• Have you tried with a different headset if headsets are being used?
• Yes tried same issue
• Are the users this happens to on the same LAN as the 3CX Server, Remote Users, or both?
• The 3CX is hosted on google cloud and users are remote and ip phones are behind SBC.

So there is a delay on all users regardless what Endpoint type they are using.
Just a few follow-up questions now that we have a clearer picture:

• Does this delay also occur with IP Phone that you have behind the SBC?
• How many seconds of delay are you experiencing?
• Did this always exists, or was it OK on a previous version and started happening after upgrading to V18 U3?

 

[Rashid Raza]

So there is a delay on all users regardless what Endpoint type they are using.
Just a few follow-up questions now that we have a clearer picture:

• Does this delay also occur with IP Phone that you have behind the SBC?

Yes

• How many seconds of delay are you experiencing?

2-3 seconds

• Did this always exists, or was it OK on a previous version and started happening after upgrading to V18 U3?

No issue when using v15 and 16.
Facing issue from V18 update.

 

[NickD_3CX]

Yes


2-3 seconds

No issue when using v15 and 16.
Facing issue from V18 update.

As your 3CX is installed in Google Cloud, could you create 2 new Test Extensions for us on your system and send me the credentials I need to login to them so we can run some tests?
If you want you can block Outbound Calling and put them in a new User Group to isolate presence, we would only be using them to call from the one to the other to check delay and quality.

Send me the credentials over a PM if you agree.

 

[Rashid Raza]

I want to add one thing that i retested it on the IP Phones behind SBC and there is no delay voice issue there

 

[NickD_3CX]

I want to add one thing that i retested it on the IP Phones behind SBC and there is no delay voice issue there

OK, but you can still confirm that the delay exists on:

• Mobile apps (Android and iPhone)
• Webclient

correct?

If you could send me those 2 accounts I could check to se if something stands out.

 

[Rashid Raza]

OK, but you can still confirm that the delay exists on:

• Mobile apps (Android and iPhone)
• Webclient

correct?

If you could send me those 2 accounts I could check to se if something stands out.

sure i send you in PM