Business CTI shows incoming calls 25 seconds late

[mpanzi]

Hello, some employees have the following problem from their home office (softphone with computer):

Incoming calls are only displayed after approx. 25 seconds. The caller hears nothing during this time - no acoustical signal at all.

After 25 seconds, Business-CTI rings and the popup appears on the screen and the call can be accepted as normal.

If the caller hangs up before (nobody waits 25 seconds on a dead line), CTI rings directly, but the caller has given up.

The employee can start outgoing calls without any problems.

Any ideas?

[imanm93]

Hello, some employees have the following problem from their home office (softphone with computer):

Incoming calls are only displayed after approx. 25 seconds. The caller hears nothing during this time - no acoustical signal at all.

After 25 seconds, Business-CTI rings and the popup appears on the screen and the call can be accepted as normal.

If the caller hangs up before (nobody waits 25 seconds on a dead line), CTI rings directly, but the caller has given up.

The employee can start outgoing calls without any problems.

Any ideas?

Hi,
It might be related to poor Internet connection, have you tried to check the employees' Internet Speed to monitor their download/upload speed?

[mpanzi]

That was my first thought also - but no. They have very good internet-connection. One of them has "only" about 45 mb/s and the other one above 200 mb/s (tested with different speedtests).

And if they call outgoing they have no problems at all.

And there is one thing, what makes me suspicious - its always exaktly 25 seconds, when the call goes through. Like there would be a timer counting from 25 to zero and then activates the call.

There are 30 more users with no problems. So it should not be a server-problem.

[imanm93]

That was my first thought also - but no. They have very good internet-connection. One of them has "only" about 45 mb/s and the other one above 200 mb/s (tested with different speedtests).

And if they call outgoing they have no problems at all.

And there is one thing, what makes me suspicious - its always exaktly 25 seconds, when the call goes through. Like there would be a timer counting from 25 to zero and then activates the call.

There are 30 more users with no problems. So it should not be a server-problem.

Do these tests:
1. Log into contact center client with a local agent ID which works properly (not a  remote one), check to see if they work properly as well on home office or not
2. check CoS of 5020 Port (Softphone) to see if is there anything differ than your local extensions

[johnp]

Sounds like a prack issue