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Delay hearing incoming caller

Posted on 2014-12-30
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Last Modified: 2015-02-20
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.
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Question by:benchets
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Expert Comment

by:Mohammed Hamada
ID: 40524906
Do you have any IDS/IPS in the routers or firewalls ? you may want to disable those to just check if it will make any difference!

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.
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by:benchets
ID: 40525104
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?
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Expert Comment

by:Mohammed Hamada
ID: 40525267
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.
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benchets earned 0 total points
ID: 40610973
This turned out to be a firmware upgrade on the phone that sorted it - thanks for your help.
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Author Closing Comment

by:benchets
ID: 40620829
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