Grandstream 1782 with 3CX On-prem PBX - Call Park - Delay in Two-way Audio on Pickup/Unpark - Can See in Call Log

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We have a On-prem 3CX PBX that has been running several of our Grandstream GXP-1782 phone sets.

I have a couple items, hopefully someone knowledgable with 3CX and Grandstream phone sets can give some direction or help get the two companies to resolve both items.

I noticed a while back that both Grandstream and 3CX are way behind on the available Grandstream GXP-1782 phone set firmware. The 3CX approved firmware version for the GXP-1782 is 1.0.1.116 ( released in early 2021 from what I can tell).

The current Grandstream GXP-1782 firmware version on their support website ( firmware.grandstream.com ) is 1.0.1.125 (released in August 2022, from what I can tell).

There have been a lot of fixes for these GXP-1782 phone sets between our 1.0.1.116 and the current firmware 1.0.1.125

I know both Grandstream and 3CX need to work to approve the 1.0.1.125. Just wondering when that will happen, as the 1.0.1.116 version of the firmware is quite old now (almost two years behind). That's the first item that needs to get fixed.

And now to describe the specific performance issue (that I reference in this post title) we're having.

When parking a call that goes as it should. The issue occurs when the target internal staff member picks up the parked call (unparks or picks up the parked call on hold), the internal staff member will begin talking, but the person on the other end can't hear them right away. The hold does get released eventually, but the delay is about 2 to 4 seconds - repeatable every time (I've tested it myself and the users are all consistent in their descriptions of the delay in the audio with the call unpark). The users are getting very irritated with this behaviour with the call park coming off hold.

Note: The call unpark audio delay is repeatable across all the phone sets, so it's a design issue either with Grandstream or 3CX or both.

I notice from going through the forum, that many 3CX on-prem PBX users are not pleased with the performance of the 3CX call park feature (which is a core feature, so I don't get how it's an issue). It seems to be particularly problematic with the Grandstream brand VoIP phone sets. I really don't see a post saying this long standing 3CX call park/unpark feature performance issue has been fixed.

You can actually see the delay in the call logs with the call park/unpark feature.

I put a ticket in with Grandstream over a week ago. They don't seem interested in fixing the issue on their end. They infer it's a 3CX PBX issue from their vague replies.

Note: My network is on point, so I don't want to hear about network testing, etc.

We're running 3CX PBX on-prem - the latest version 18, update 5 (build 418)

Other than the Call Park/Unpark performance, the users actually say the phone system and phone sets sound good and work well. If we could get the two items I describe addressed, we'd be good all around with the 3CX on-prem PBX.

 

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Can someone from 3CX please reply on these two items. The Grandstream 1782 is listed as a supported phone set.

The users are asking if going to 3CX was the right decision given the user experience with these Grandstream 1782s on the 3CX PBX system.

These are two legitimate issues that we need input and hopefully a resolution on from 3CX.

 

[GeorgeP_3CX]

Hi @ad1,

Please note that Grandstream GXP1782 is listed under '3rd party supported phones (EOL)' section of our supported devices guide: https://www.3cx.com/sip-phones/



This means that the IP phone in question is not supported by 3CX but from the Vendor.

When using a supported device or the Web Client, you experience issues with delay when unparking a call?

Additional input that may be related to the issues is the specs of the machine.
Please find our recommended hardware specifications guide: https://www.3cx.com/docs/recommended-hardware-specifications-for-3cx/

 

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Thanks @TheodorosG_3CX

Appreciate the clear clarification on which company is responsible for getting these two items fixed on these Grandstream 1782 phone sets.

I have a couple more questions so I can determine a proper course of action. Overall, the users are pleased with the new 3CX phone system, but they expect high performance given what they have/are paying both companies for the respective products.

From what I can determine, Grandstream and 3CX have not worked on the 3CX approved software update for the Grandstream 1782 in a while.

I will bring it up again with the Grandstream people. They didn't seem much interested when I pointed these these items out to their support people. So I'll go through the sales people. The Grandstream 1782 is still an actively developed firmware model for Grandstream.

Still, it seems like the call park/un-park performance issues with Grandstream phone sets and 3CX have been long standing regardless of what model (which points to a larger design related issue in hardware or software or both). Is that still the case with the Grandstream GRP 26 series models (listed as 3CX supported) and the 3CX call park/un-park function performance? I just want to know so I don't spend new money and run into this same issue call park/un-park with Grandstream GRP 26 supported phones and the 3CX PBX.

The users like these Grandstream phone sets.

Last question, what date did 3CX move (classify) the Grandstream GXP series phone sets to 3rd part support (EOL)? I don't see that date when the GXP series was move to third party EOL listed anywhere (maybe I'm missing it).

 

[JohnS_3CX]

Hi @ad1 just to add my 2c on what my colleagues were saying:


If you scrutinize hard enough, you'll notice that most phones have a small delay. Unfortunately that model appears to have somewhat of an extra delay, making it noticeable enough to the users (haven't checked other Grandstream models).

Even when using .125, there's about 1 second of delay until the session is established (ie. connected to the person in the shared parking) and about 1 more second until the phone starts sending audio. The screen timer might show up to 00:03 until the audio starts.

I'm not sure if it will be fixed in a future firmware revision or not, but since you already contacted Grandstream and did not get a straight answer, it could perhaps be a hardware limitation, or compromise between speed and overall features.

Try using disabling "Re-invites" in your GXP-1782 extensions as a test. This should cut the delay, but it's a ultimately a work around with its own caveats (ie. you will miss out on other things like having the display update when you dial shared parking or during transfers).

 

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Thanks for the reply and information @JohnS_3CX

Your description is near exactly what the users are experiencing with 3CX and these Grandstream 1782s - and lines up with my experiments as well. It's unfortunate as the users like these Grandstream 1782 phones sets, and changing phone sets is a big UX challenge.

Yes, I'm not big on the disabling "re-invites" as a work around at the expense of other functions.

Thanks for the input.

I'll go back to Grandstream and see if I can get them to look into this call park/un-park delay on the 1782 in a more serious manner. I'll also get an answer on whether they plan to work with 3CX to get the latest GXP firmware for the 1782 approved by 3CX, so you all can include the latest firmware fixes in the 3CX approved version of the phone set firmware that I pick up from the 3CX server.