Solved Voice delay in 3CX Web Extension (WebRTC)

[simplilearn]

Hi Team,

We are facing a voice delay issue with our 3CX web extension like not able to hear the voice for the first 15 - 20 sec once the call gets connected. We have a proper server and a stable internet connection. Can anyone help us with your feedback in resolving the same!?

 

[VasilisV_3CX]

Hi @simplilearn,

Can you provide more information with regards to your setup? https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[simplilearn]

Hi @simplilearn,

Can you provide more information with regards to your setup? https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Hi Vasilis,

Please find the requested information below and help us resolve the issue.

3CX Version: Enterprise Annual 16.0.9
Windows Server 2019
Is the 3CX Server Hosted and where?: On-Premises
IP Phone Make/Model/Firmware: Chrome WebClient 4.3.0.348
Provisioning Method:
Trunk Provider or Gateway Make/Model: Phonology/Viva/Sangoma Vega Gateway
Has the Firewall Checker passed: Yes
Are custom Phone Templates being used: YES

Confused about:
Provisioning Method:

might be Direct SIP/Stun

 

[ChrisC_3CX]

Could you try the following and let us know if anything changes? This information will hopefully help us narrow it down quite a bit:

1. Does the issue occur even if you make an extension to extension call with both using the 3CX Webclient (no browser extension)?
2. Try dialing *777 for the echo test. Do you still get the same issue? If you do, make all following tests by dialing *777.
3. Try completely uninstalling/removing the 3CX Web Extension and only use the 3CX Webclient.
4. Is the PC running the 3CX Webclient on the same LAN as the PBX or at a different location? If it's local try it from a remote location and vice-versa.
5. Are the affected PCs running a specific antivirus software or a VPN client? Try uninstalling these if present and try again.
6. Try another browser such as Microsoft Edge or Firefox, do you get the same issue?
7. Try a call with a 3CX mobile client (iOS/Android) and see if you get the same thing.


Note: I would also highly recommend checking if the 3CX Instance in question is compliant with our hardware specs. Low resources may very well cause audio issues such as the one you describe: https://www.3cx.com/docs/recommended-hardware-specifications-for-3cx/

 

[leyanu]

Hello @ChrisC_3CX @VasilisV_3CX ,

I also have this delay with my calls and the admin dashboard always crashes. All of this call delay wasn't happening when I was using my GoIP calls used to be smooth till I moved to SIP trunks cos of a SIM acquisition law in my country.

• 3CX Version - Professional Annual 16.0.8.9
• Server OS - Debian 9
• Is the 3CX Server Hosted and where - Yes (AWS (eu-central-1))
• IP Phone Make/Model/Firmware - None
• Provisioning Method: Local / VPN / STUN / SBC - STUN
• Trunk Provider - INQ (bfreelimited.ng.com), Vezeti (sip.vezeti.com)
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

We have been troubleshooting with the SIP provider and everything seems fine, just that the issue will not go away. Delay at the moment is between 8-60 seconds

 

[ChrisC_3CX]

@leyanu
Thanks for the provided info, though please read through my previous reply and let us know if the issue described persists for every point(1-7) I mentioned. A Yes or No for every point should suffice unless you have additional information you think is important please include it also.

 

[leyanu]

1. Does the issue occur even if you make an extension to extension call with both using the 3CX Webclient (no browser extension)? Yes it does.
2. Try dialing *777 for the echo test. Do you still get the same issue? If you do, make all following tests by dialing *777. I just did and I got about 15 seconds.
3. Try completely uninstalling/removing the 3CX Web Extension and only use the 3CX Webclient. Done and I have the same issue infact even the echo test was done using this method.
4. Is the PC running the 3CX Webclient on the same LAN as the PBX or at a different location? If it's local try it from a remote location and vice-versa. We currently run on cloud but I also had the same issue while it was in-premise before cloud even though my unused bandwidth is about 15-23mbps
5. Are the affected PCs running a specific antivirus software or a VPN client? Try uninstalling these if present and try again. There is no antivirus just the windows security app but I also have this problem with my macbook with no antivirus
6. Try another browser such as Microsoft Edge or Firefox, do you get the same issue? Yes
7. Try a call with a 3CX mobile client (iOS/Android) and see if you get the same thing. Android (No delays at all) and on the same network

 

[ChrisC_3CX]

Based on the information you provided, is sounds like the issue may be related to the network the PCs reside on or something to do with the PC's themselves.

• Have you tried a different PC on an entirely different network? Do you still get the same issue when performing an echo test with *777?
• Do you happen to be running a VPN client on the affected PCs?

Also, regarding the machine itself:

• How did you deploy it in AWS, was it using the PBX Express or via the Marketplace?
• Is it compliant with our Hardware Requirements?
• Is the machine configured with a static public IP? If yes, is this IP configured in 3CX under "Settings >> Network" too?
• Are you using the 3CX Failover meaning there is a second machine using this same License Key and FQDN? If not, is there any chance there is a separate 3CX Instance running with this same License Key and FQDN?

 

[leyanu]

• Have you tried a different PC on an entirely different network? Do you still get the same issue when performing an echo test with *777? Yes, I do
• Do you happen to be running a VPN client on the affected PCs? No, I do not

Also, regarding the machine itself:

• How did you deploy it in AWS, was it using the PBX Express or via the Marketplace? No, I did the in cloud migration from my former in-premise deployment
• Is it compliant with our Hardware Requirements? I installed on a m5.8xlarge instance. I also do not use any unsupported hardware product for calls
• Is the machine configured with a static public IP? If yes, is this IP configured in 3CX under "Settings >> Network" too? Yes to all
• Are you using the 3CX Failover meaning there is a second machine using this same License Key and FQDN? If not, is there any chance there is a separate 3CX Instance running with this same License Key and FQDN? Yes, there is a second server but it is always shut down.

 

[ChrisC_3CX]

@leyanu
I'll PM you shortly for additional information regarding this issue.

 

[leyanu]

PM responsed to

 

[leyanu]

@3cxadmin-nco @3cx-ML Anyone Here

 

[leyanu]

I need urgent help

 

[ChrisC_3CX]

@leyanu
After testing I can confirm that the issue you are experiencing is one of other rare cases of this that came up in the past. Without going into much technical details regarding the issue, do know that changes have already been implemented to address it in 3CX v18.

That said, you might want to actually consider deploying 3CX v18 in your own environment to test and even migrate to. I know you might be wary of installing an Alpha release though it is actually very stable and also is one step before Beta. Plus, you can always test it with a trial key before actually migrating.

In the meantime, what you could do, is have users use the 3CX Windows App instead of the Webclient.

 

[leyanu]

The windows app just made things better... I will install on all users device now.. Thanks

Can you please share the technical details as this will help me understand what the issues are?

Also, isn't there a solution here, and would calls from my predictive dialer deliver to the windows app or do I have to make changes in the extension setup?

Thanks a lot for the help so far.

 

[ChrisC_3CX]

As of yet there is nothing to do via 3CX that would alleviate this issue as it is related to the way the communication between the 3CX PBX and the 3CX Webclient takes place when a call gets established and how it is affected under certain circumstances. This is why changes have been made in v18 to address this issue.

Regarding the predictive dialer, I'm afraid I'm not 100% sure what you mean. Are you referring to a 3rd part tool? IS this something you used on the 3CX Webclient as well? Can you please explain?

 

[leyanu]

It is a Callflow we originally created to transfer calls. I just confirmed that it works normal, so I am fine.

Thanks,

How do I get the v18 installation or how do I upgrade a previous version?

 

[ChrisC_3CX]

@leyanu
Glad to hear everything works! To get version 18 you will need to use the 3CX ISO for V18 which you can find here: https://www.3cx.com/blog/releases/v18-alpha-4/

This means that, for the time being at least, you cannot upgrade from a previous version and have to deploy a new machine as with v18 you need to have Debian 10 (buster) which is what the 3CX ISO uses.

 

[leyanu]

Hello @ChrisC_3CX I am not able to transfer calls on the windows client. What can I do here

 

[VasilisV_3CX]

@leyanu,

Can you explain what you mean by you're not able to transfer calls? Are you referring to the Att. Transfer or the Blind Transfer? Can you walk me through the steps to replicate?