odd result from brief connectivity issue, how to resolve user experience.

[dandenson]

I've researched the cause of this issue and confirmed the following
A call came into the hosted 3cx instance, while that call was ringing the phones the internet connection went out for a few moments. This could be the WAN link or somewhere on the path but regardless, google cloud lost a few pings to the site moments after the invites went out to the phones.

This caused the call to fail, but the phones were now in a disconnected state but still ringing and continued to ring for another 15 seconds or so. Customer couldn't pick up the phone.

The internet connection recovered but the call had run it's course and the caller hung up when the system realized no one was answering and sent the call to VM. A moment later the phones re-established.

Phones are yealinks. running 15.5 current.

Is there any way to improve the customer experience on this?

 

[cobaltit]

If by improve you mean have the phones recover in less than 30 seconds. If that's a problem for your customer, get a new customer because they will never be happy.

In all seriousness though it's the internet. You can get a 2nd connection and tie it together with a SDWAN solution to improve the resiliency of your internet connection. But even then it can still be a problem because you are using UDP for SIP. If you switch that to TCP that *should* resolve the problem based on the how TCP handles lost packets vs UDP. But I've not tested that scenario.

 

[dandenson]

the yealink's provisioning template in 3CX doesn't support TCP.

 

[cobaltit]

You are correct but your question wasn't is there anyway to improve the customer experience while staying with-in the limits of what could be configured in 3CX. 3CX will probably skip configuring TCP as an option move straight to TLS using LE certs in the near future which is probably the best path at this point.