benchets
asked on
Delay hearing incoming caller
We have several sites all recently moved to a hosted broadworks PBX solution provided by Hostcomm.
All sites use netgear POE switches and Yealink T26P handsets, with Draytek 2830 routers.
We experience a delay when incoming callers ring in, the operator answers and cannot hear the caller speak for approximately 10 seconds.
Sometimes it works sometimes it doesnt, approx 50% of the time the call is fine.
We have spoken with Hostcomm who have told us it is a local issue, perhaps bandwidth, but the sites are on fibre and speedtests show there is plenty of available bandwidth, Draytek have talked us through enabling / disabling SIP ALG on the router (no difference), extending the UDP portmap time with the command portmaptime -u 86400, updating the firmware and adding STUN servers - again no difference.
Any help would be greatfully accepted - this is a serious issue.
All sites use netgear POE switches and Yealink T26P handsets, with Draytek 2830 routers.
We experience a delay when incoming callers ring in, the operator answers and cannot hear the caller speak for approximately 10 seconds.
Sometimes it works sometimes it doesnt, approx 50% of the time the call is fine.
We have spoken with Hostcomm who have told us it is a local issue, perhaps bandwidth, but the sites are on fibre and speedtests show there is plenty of available bandwidth, Draytek have talked us through enabling / disabling SIP ALG on the router (no difference), extending the UDP portmap time with the command portmaptime -u 86400, updating the firmware and adding STUN servers - again no difference.
Any help would be greatfully accepted - this is a serious issue.
ASKER
Thanks for the respone - there is no IDS/IPS enabled on the router.
How can I test the latency between my site and the PBX host?
How can I test the latency between my site and the PBX host?
Normally the host company should have a place where you can test your connectivity, quality...etc with them like this company Intermedia
http://www.intermedia.net/products/hosted-pbx/voip-bandwidth-test
But you can also do a simple ping to the PBX host would show you the latency like in the following link
http://www.wikihow.com/Test-Network-and-Internet-Latency-(Lag)-in-Microsoft-Windows
But I would recommend that you the ping and also use the following site to test not just latency but any other thing that might be affecting your connectivity, try to use the following link and choose the closest ISP location to your Host company
http://www.pingtest.net/
If the latency is higher than 60ms then that would cause issues like delay in call or even cause call quality issues.
http://www.intermedia.net/products/hosted-pbx/voip-bandwidth-test
But you can also do a simple ping to the PBX host would show you the latency like in the following link
http://www.wikihow.com/Test-Network-and-Internet-Latency-(Lag)-in-Microsoft-Windows
But I would recommend that you the ping and also use the following site to test not just latency but any other thing that might be affecting your connectivity, try to use the following link and choose the closest ISP location to your Host company
http://www.pingtest.net/
If the latency is higher than 60ms then that would cause issues like delay in call or even cause call quality issues.
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ASKER
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What's the latency delay between you and the PBX solution provider? that might be the reason why you're having issues between them even if your internet connection is super fast the latency would highly affect your VoIP calls.