3cx APP working, handheld phone no outgoing voice

[larcits]

Hi to all,

I would like to seek assistance regarding on our issue, while testing on it using 3cx Application(via iOS or Google Play App) it has an outgoing voice, but when we are using our handheld phone (Flyingvoice) there is no voice while using it but the is an incoming voice. We've try to check on our firewall but it seems there is no problem on that since it is working while using on Application. Note that we've also updated our Hotfix. May i know what is the problem?

Thank you in advance.

 

[TheodorosG_3CX]

Does the firewall checker pass successful?

 

[OlegR_3CX]

You will need to narrow down the issue.
Try to see if you can do an echo test and call *777 and hear yourself.
Also, see if you can call an internal extension in the Phonesystem and if audio is there.

 

[larcits]

Does the firewall checker pass successful?

Hi, all ports are ok.

Does the firewall checker pass successful?

We've tried locally/internally and still no outgoing voice.

 

[larcits]

You will need to narrow down the issue.
Try to see if you can do an echo test and call *777 and hear yourself.
Also, see if you can call an internal extension in the Phonesystem and if audio is there.

We've tried locally/internally and still no outgoing voice.

 

[OlegR_3CX]

Echo test work?

 

[larcits]

Echo test work?

Yes Sir, it works properly.

 

[OlegR_3CX]

So the issue you have when calling internally between the users, is only when they are in different public networks?
Does it work if user A is in the same network as user B?

 

[larcits]

So the issue you have when calling internally between the users, is only when they are in different public networks?
Does it work if user A is in the same network as user B?

Either internal network or public network/hosting is not working through outgoing voice.

 

[OlegR_3CX]

If you open Web clients and not mobile apps, does it make a difference?
So you open on your PC 2 browsers and place the calls between the extensions.

 

[larcits]

If you open Web clients and not mobile apps, does it make a difference?
So you open on your PC 2 browsers and place the calls between the extensions.

hello, i tried using Chrome and Mozilla, i cannot hear anything.

 

[OlegR_3CX]

If you take a test machine (trial keys) in 3CX hosting, and use the same PC and network to make the same call, can you give that a try?

 

[larcits]

If you take a test machine (trial keys) in 3CX hosting, and use the same PC and network to make the same call, can you give that a try?

you mean i will try a different license then install it to the same machine?

 

[SweetAction]

you mean i will try a different license then install it to the same machine?

No he means spin up a trial in 3CX cloud and make a test call from the affected PC using the webclient. He is trying to rule out if it's your network for your client (softphone) or your server specifically.

 

[larcits]

No he means spin up a trial in 3CX cloud and make a test call from the affected PC using the webclient. He is trying to rule out if it's your network for your client (softphone) or your server specifically.

i tried to test a call what he said using my different browsers (webclient 3cx), but i cannot hear anything while testing it. By the way we are using Professional Annual License.

 

[OlegR_3CX]

If you use 3CX hosted, we know that there will be no networking issues. If you use your applications and face the same issue, then you know its something in the networking where the applications are, and not the server. And you will need to deal with that later on.

 

[larcits]

If you use 3CX hosted, we know that there will be no networking issues. If you use your applications and face the same issue, then you know its something in the networking where the applications are, and not the server. And you will need to deal with that later on.

So it means our internal network is the problem? But we've already whitelisted all ports to our Fortigate.

 

[OlegR_3CX]

Well if you test that in the cloud and is the same outcome, then for sure is not the 3CX and its applications.

 

[larcits]

Well if you test that in the cloud and is the same outcome, then for sure is not the 3CX and its applications.

We've tried to call using application to our cellphone using our external internet(data) and it is working. But if we tried to call using applcation to our phone to our internal network there is no voice from our internal network. So it means that our internal network is the problem, probably our Fortigate issue?

 

[OlegR_3CX]

Seems that some traffic is blocked.
For mobile applications, it's 5090 TCP+UDP and for the web client, it's 10500-10999 UDP, and also TCP for HTTPS port (for both apps). But remember, that all this traffic will be going from the applications to the Phonsystem and then vice versa, and not directly to each other.