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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: hegnerd on June 01, 2017, 08:01:03 PM

Title: 3 to 4 second delay on incoming calls to our Call Centers
Post by: hegnerd on June 01, 2017, 08:01:03 PM

From the time of installation our Call Centers have been experiencing an intermittent delay on incoming calls.

A call comes in, our representative answers the phone and says "hello". The customer calling in does not hear "hello" for 3 to 4 seconds. Needless to say this is not good for customer relations. Some basic trouble shooting:

1) Only users participating in our Call Center queues are experiencing this problem. Standard users have never experienced it.
2) When it is happening to the Call Center standard users in the same office do not experience the same problem.
2) This is happening in more than one of our sites.
3) This happens with handset, wired headset and wireless headset.

We are using a 3300 CX II controller with 5360 and 5340 desk phones.

Any help would be appreciated.

Title: Re: 3 to 4 second delay on incoming calls to our Call Centers
Post by: Makophin on October 13, 2017, 12:43:50 PM

We're experiencing a similar problem.  Was this ever resolved?  Using a Mitel 350 with PRI circuit that is coming in SIP via a Cisco router.

Title: Re: 3 to 4 second delay on incoming calls to our Call Centers
Post by: x-man on October 13, 2017, 12:49:17 PM

Possibly a resources problem; but its just a guess. CX is not that powerful. How many agents etc do you run? DSP resources are limited I think.