Will Call Recording Capture Voice Lag?

[CedarglenHomes]

Will 3CX call recording capture voice lag? or is lag removed before the two sides of the conversation are recorded?

I have a few users who keep reporting voice lag \ delays, but for the life of me I cannot hear them when I do a call with them. even though they claim there is a lag.

I am wondering if I can use call recordings to capture the call with supposed lag and play it back later to confirm or deny its occurrence in a call?

 

[cobaltit]

3CX will record the audio exactly as it 'hears' it. So if the lag is after that audio stream passes through 3CX you won't catch it.

 

[CedarglenHomes]

If I understand you correctly if the lag is between my 3CX server and the 3cx softphone the end user is on then it will not get recorded, but if the lag is caused by an external factor outside 3cx it will get recorded?

 

[cobaltit]

In that scenario if the lag is between 3CX and the softphone then you won't hear it in the recording for inbound audio. But it's affecting outbound audio as well then it should be recorded in 3CX.

 

[JohnS_3CX]

Hi @CedarglenHomes

We need more specifics, and define lag first exactly as the user meant, get clarifications if needed (to avoid a wild goose chase).

Then, where is the lag an issue, internal or external calls?
How are the phones provisioned?
Are we talking soft clients on Wifi?

There are many things that can cause the perception of lag (or whatever the user specifically meant) so we have to start isolating from A to Z

 

[CedarglenHomes]

I have one call in call recordings where the end user complains of lag and talking over each other. I don't hear any of that in the call recording. That would seem to suggest the lag happened between the end users laptop running the 3cx softphone and the 3cx server then.

Thank you, this helps confirm my suspicions that the lag is being introduced on our network. I actually suspect that the QOS on our cisco switching and routing gear is causing the issues.