Hello,
I am using the Business version for some time now and i need to tweak the response time. Because of the slow call transfer, many of my calls are dropped. Initially, the 3CX system was installed in a virtual environment. It was configured by the company that sold the license to me. After some time, i noticed that the incoming calls are not forwarded very fast (i did not experienced any VOIP system until 3CX, so i did not knew what to expect). Most of the calls were dropped before i even responded using the desk phone of mobile app.
After some investigations, i found that the VoIP Gateway was taking the call as soon as it arrived. Then it forwarded the call to 3CX system, being sent to the correct extension. But when the phone/app started to ring the original call was (most probably) already closed by the caller. So, most of the time, i only pick up the phone and there no one calling anymore.
I migrated the 3CX system from virtual machine to a physical machine (modern workstation) and this transfer delay improved. I still miss most of the calls but it is somehow better that on the virtual appliance.
How can i reduce this time ?
It is annoying and the customers are complaining that we answer but there is no one talking to them.
I have done the following investigation:
- called the assigned phone number on VoIP gateway and on a classic desk phone: both of them ring and answer in a decent time.
- tested the connection between VoIP and 3CX: we have 2-3-4ms in between (at most).
- there is a song playing when the 3CX takes the call and have the customer in queue to be answered. The callers will always know that they are on hold.
- initiated a phone call from my cell phone. 3CX takes over the call. I close the call from my mobile phone but 3CX keeps the desk phone ranging 2-6 seconds more. If i answer, there will be no one on the other end. Why does 3CX keep the ring active while the caller already ended the call ?
Sorry for my long message but i want to tweak the system so i wont lose calls anymore and i do not know where from to start. The VoIP gateway is fed by 2 Analog lines.
Additional note: If i hook up the old analog system to these 2 line, i am not losing any call. The old device is able to pick the calls without any issues. But this system is now old and...wired. I do not want to add extra wired lines to install the desk phones. I want to use IP infrastructure, IP desk phones and modern apps.
Any advice is greatly appreciated.
Thank you!
Best regards,
Marian
I am using the Business version for some time now and i need to tweak the response time. Because of the slow call transfer, many of my calls are dropped. Initially, the 3CX system was installed in a virtual environment. It was configured by the company that sold the license to me. After some time, i noticed that the incoming calls are not forwarded very fast (i did not experienced any VOIP system until 3CX, so i did not knew what to expect). Most of the calls were dropped before i even responded using the desk phone of mobile app.
After some investigations, i found that the VoIP Gateway was taking the call as soon as it arrived. Then it forwarded the call to 3CX system, being sent to the correct extension. But when the phone/app started to ring the original call was (most probably) already closed by the caller. So, most of the time, i only pick up the phone and there no one calling anymore.
I migrated the 3CX system from virtual machine to a physical machine (modern workstation) and this transfer delay improved. I still miss most of the calls but it is somehow better that on the virtual appliance.
How can i reduce this time ?
It is annoying and the customers are complaining that we answer but there is no one talking to them.
I have done the following investigation:
- called the assigned phone number on VoIP gateway and on a classic desk phone: both of them ring and answer in a decent time.
- tested the connection between VoIP and 3CX: we have 2-3-4ms in between (at most).
- there is a song playing when the 3CX takes the call and have the customer in queue to be answered. The callers will always know that they are on hold.
- initiated a phone call from my cell phone. 3CX takes over the call. I close the call from my mobile phone but 3CX keeps the desk phone ranging 2-6 seconds more. If i answer, there will be no one on the other end. Why does 3CX keep the ring active while the caller already ended the call ?
Sorry for my long message but i want to tweak the system so i wont lose calls anymore and i do not know where from to start. The VoIP gateway is fed by 2 Analog lines.
Additional note: If i hook up the old analog system to these 2 line, i am not losing any call. The old device is able to pick the calls without any issues. But this system is now old and...wired. I do not want to add extra wired lines to install the desk phones. I want to use IP infrastructure, IP desk phones and modern apps.
Any advice is greatly appreciated.
Thank you!
Best regards,
Marian
