Inbound call delay shortly after v16 upgrade

[Jorge Alfonso]

We've been experiencing voice delay on majority of our inbound calls. Talking anywhere from a 2-8 second delay. It is sporadic. I'm not sure if it has to do with the upgrade or just coincidental, it was running fine for a few days after the upgrade before it started.

I've ran firewall checker, passes with flying colors. We have the system hosted in our private cloud with 500mbps pipe. We have a site-to-site vpn from our datacenter to the office. Latency is very low 15-16ms. (Have not done any QOS as of yet, didn't see a need for it at the time)

We previously have had the system running there for 2-3 months without any issues. It started last monday after over the weekend we re-iped our entire subnet. I updated the network interfaces inside 3cx, and restarted services to no avail. It might be coincidental but since then I've even gone as far as standing up a new VM and restoring from a v16 backup prior to the issue, and it still continues.

Checked with our provider FLowroute, and they do not see any issues on their end. Outbound calls seem to work perfectly fine.

Looking for any tips/advice on what else to look for. I've ran wireshark as well i don't see anything that stands out as an issue.

 

[nub]

Delay is;
2-8 second-delay in voice when talking?
a 2-8 second pause before the ivr?
both?

 

[Jorge Alfonso]

Sorry should have been more descriptive. This is in regards to actual calls. When we speak to our clients, we can hear our audio coming in delayed on there end, which usually causes an overlap in the conversation. In the other end coming in delayed.

We don't really use IVRs for anything.

 

[nub]

2 tests.

when you call your own sip number do you have the delay?

when you call your own ring group number internally example 810 and someone picks up, do you have the dely?

 

[Jorge Alfonso]

when you call your own sip number do you have the delay?
Calling from a mobile phone to our primary number we see the delay randomly. Sometimes it's more obvious (longer delay) then other calls.

Made a call from internal extension to primary number, no issue there as well

when you call your own ring group number internally example 810 and someone picks up, do you have the dely?

No delay from extension to extension, or extension to ring group

I did find that the time was off on the 3cx, and few other servers. I've fixed this issue, and restarted everything, issue still persists.

Some other things to mention -

I've tried pbx deliver audio (on and off), doesn't seem to make a difference. By default we had it on on the extension level, as well as the sip trunk.

 

[leejor]

It started last monday after over the weekend we re-iped our entire subnet. I updated the network interfaces inside 3cx, and restarted services to no avail. It might be coincidental but since then I've even gone as far as standing up a new VM and restoring from a v16 backup prior to the issue, and it still continues.

It certainly sounds as if, what was changed, on the subnet, caused the issue. You mention VPN...what is the set up. Are the sets located at the same location as the 3CX server, or are some (all sets?) at the other end of the VPN? What about the trunk to your provider? Does it travel over the VPN? Is there only the one SIP provider to test over? Have you tried calls between a remote extension, and an internal one?

 

[nub]

when you call your own sip number do you have the delay?
Calling from a mobile phone to our primary number we see the delay randomly. Sometimes it's more obvious (longer delay) then other calls.

Made a call from internal extension to primary number, no issue there as well

when you call your own ring group number internally example 810 and someone picks up, do you have the dely?

No delay from extension to extension, or extension to ring group

I did find that the time was off on the 3cx, and few other servers. I've fixed this issue, and restarted everything, issue still persists.

Some other things to mention -

I've tried pbx deliver audio (on and off), doesn't seem to make a difference. By default we had it on on the extension level, as well as the sip trunk.

To me all things point to trunk issue, but I do like what leejor said about the vpn to.

maybe rule out the trunk with another test trunk and see if the same thing happens.

 

[Jorge Alfonso]

It certainly sounds as if, what was changed, on the subnet, caused the issue. You mention VPN...what is the set up. Are the sets located at the same location as the 3CX server, or are some (all sets?) at the other end of the VPN? What about the trunk to your provider? Does it travel over the VPN? Is there only the one SIP provider to test over? Have you tried calls between a remote extension, and an internal one?

Sonicwall to Sonicwall Site-to-Site VPN
Phones are registered with the private IP of the 3cx Box which goes over the vpn
THe Sip Trunk is registered directly to the box ( Using Flowroute as the provider)
Only 1 sip trunk, unable to test with another provider
Going to attempt to get a test trunk. Flowroute keeps claming there is no issue on their end, but I'm running out of ideas.

 

[JohnS_3CX]

Have you tried the webclient yet? You can check it from a remote site outside the office (from home perhaps) and see if the issue persists. Local ext-to-ext site calls may be OK if the audio is not delivered by PBX.