YEALINK NETWORK TECHNOLOGY CO.,LTD.

www.yealink.com

Voice Delay Issue

 Feature mechanism:
Voice (RTP): After the SIP negotiation, the phones will start to send RTP (Voice) packets
immediately:

Attached is the trace for your reference including a basic call

T49G call T27.pcap

 Issue Description:
Customer report that there was Voice cut/delay for seconds when the call was established/ pick
up/resume from Hold.

 Resolution: （Checking list）

A. For any Voice cut/delay issue, firstly, please also try to upgrade to Yealink latest firmware and
reset, then test again. You can go to support.yealink.com, then choose the specific Model
and find the latest firmware.
B. If the issue still occurred, you have to contact to our distributor/Yealink FAE for help, please
kindly check and provide below mandatory information/files then submit to Yealink, thanks
in advance:
a) Please kindly provide the detailed steps and detailed description of your issue: (E.g.: The
delay occurred when you resume from hold? How long the delay it is? You can count 1,
2, 3, 4, 5…and let us know you can hear start from which number? You called IVR or
not?)
b) What’s your PBX? (3CX/Asterisk-based/Broadsoft, etc…); and if you make an IP call the
issue will occur or not?
c) The voice cut/delay issue occurred for Internal Extension calls or when call outside?
1
 YEALINK NETWORK TECHNOLOGY CO.,LTD.
www.yealink.com
d) What’s the issue probability on one phone? (You can tell us always(100%) or x call from
Y testing occurred)
e) How many phones the customer have and how many of them have this issue?
f) In the same testing condition, if any other Yealink phones or other brand phones can
work well? Please kindly have a test.
g) Please reproduce the issue and help to provide us the syslog (must be level6)/trace/
config.bin files from NOK phones. ((For how to get these three files, please refer to:
https://support.yealink.com/en/portal/knowledge/show?id=84b84b529641f28b843eb4
45 ):
Note: Please make sure the trace is with completed SIP/RTP message, e.g.:

Make sure Syslog file is in Level6: if it have <6+info> means its Level 6 syslog:

h) If other Yealink Mode can work well, please also provide us the syslog/trace/config.bin
files from the same testing scenario, we can compare them and speed up to find the
solution for you. (If other brand phone works well, trace is needed only.)
i) If possible, please kindly provide us some test accounts, then Yealink can register to
customer’s platform and reproduce in Yealink side, that will helps us to solve this issue
ASAP for you.

 Products:
All

 Firmware version:
All