3CX Does Not Ring Deskphone but only User's App Rings

[yenandrew]

I have a bunch of 3CX Phones, Either Fanvil X4G or X3S. When someone calls in the user's app rings but not the desk phone. I tried removing and re-provisioning the phone and same issue. All phones were not automatically detected though I had to manually enter the MAC and go to the phone and point it to the provisioning server. All deskphones can make outbound calls.

 

[Evolute IT]

I have a bunch of 3CX Phones, Either Fanvil X4G or X3S. When someone calls in the user's app rings but not the desk phone. I tried removing and re-provisioning the phone and same issue. All phones were not automatically detected though I had to manually enter the MAC and go to the phone and point it to the provisioning server. All deskphones can make outbound calls.

Are those phones in DND or call forward mode?

 

[yenandrew]

None of them are.

 

[Evolute IT]

None of them are.

What is your setup? Can you provide these info:

• 3CX Version, e.g. Standard Annual 16.0.2.910
• Server OS, e.g. Debian 9 / Windows Server 2012 R2 / Raspberry Pi
• Is the 3CX Server Hosted and where?
• IP Phone Make/Model/Firmware
• Provisioning Method: Local / VPN / STUN / SBC
• Trunk Provider or Gateway Make/Model
• Has the Firewall Checker passed: YES / NO
• Are custom Phone Templates being used: YES / NO

Also, make sure the deskphones appear in the Phones page.

 

[Evolute IT]

Also, please don't open multiple threads for the same thing (i.e. your provisioning and detection issue).

Ref.: https://www.3cx.com/community/threads/3cx-not-auto-detecting-fanvil-phones.70751/

 

[yenandrew]

• 3CX Version: Pro Annual (Latest)
• Server OS, Windows Server 2019 DataCenter
• Is the 3CX Server Hosted and where?: Not Hosted
• IP Phone Make/Model/Firmware: Fanvil X4G, Fanvil X3S All latest FW
• Provisioning Method: Local / VPN / STUN / SBC: Local
• Trunk Provider or Gateway Make/Model: Trunk is CallCentric
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[yenandrew]

Also, please don't open multiple threads for the same thing (i.e. your provisioning and detection issue).

Ref.: https://www.3cx.com/community/threads/3cx-not-auto-detecting-fanvil-phones.70751/

I was assuming it was two separate issues, do you think they are related?

 

[Evolute IT]

I was assuming it was two separate issues, do you think they are related?

It is possible. Did you change or make modifications to your firewall/router recently? The SBC uses multicast to detect phones locally, and so does the PBX itself. They should appear if multicast is enabled. However, if you're using VLANs, it could cause issues.

As for the ring problem, make a test call the check the Activity Log (in Dashboard) and see if there's an error with the IP of one of the phones.

If there are none, then set logging to Verbose, restart services and try a test call again. It should then appear in Activity Log, whatever was the outcome (error or not).

 

[yenandrew]

We do have VLANS enabled but I enabled MultiCast DNS across the VLANs. There is no issue that show up in verbose logging. We had this issue once before we rolled 3CX to production and that was fixed by uninstalling and resetting up + configuring the server from scratch.

 

[Evolute IT]

Odd. @BrenttG , @cobaltit , @SweetAction any ideas?

 

[cobaltit]

So you said you enabled multicast DNS. The actual setting you are looking for is multicast relay or multicast forwarding but this would only be necessary if your PBX and phones were in different subnets/vlans which it's unclear if this is the case for you. Is the Windows Server running any other roles or software or just 3CX? For the multicast, I would confirm it is listening correctly:

https://www.3cx.com/docs/plug-and-play-ip-phone/

 

[BrenttG]

Please provide the following details because this is about as clear as chocolate pudding.

1. What is the IP and subnet mask of the 3CX Server internally.
2. What are several IPs of the desk phones, give several examples.
3. What device(make/model/FW Version) is handling routing for these VLANs, a core switch, router, firewall?

Multicast relay is most likely the detection problem, im going to bet 3CX is not on the same vlan/broadcast domain as the phones are... lets see when he replies.

 

[JohnS_3CX]

At the moment it sounds like a network issue, especially if multicast messages from the phones fail to reach the PBX..

 

[yenandrew]

IP of the server is 10.2.10.95 on a /24 subnet.
Phone IP is 10.2.3.198. That is on a /22 Subnet.
Another Phone IP is 10.2.0.42 on a /22 subnet.
Device handling routing VLAN etc is a Ubiquiti Networks, Unifi USG Pro running latest Firmware. It goes though a Unifi Switch (48 Port 500W POE also latest FW)

 

[yenandrew]

MDNS is enabled, IGMP snooping enabled and Multicast Enhancement enabled on the VLANs.

 

[JohnS_3CX]

If the phones are registered and can make outbound calls, also try doing a *888 Call Back Test

 

[BrenttG]

IP of the server is 10.2.10.95 on a /24 subnet.
Phone IP is 10.2.3.198. That is on a /22 Subnet.
Another Phone IP is 10.2.0.42 on a /22 subnet.
Device handling routing VLAN etc is a Ubiquiti Networks, Unifi USG Pro running latest Firmware. It goes though a Unifi Switch (48 Port 500W POE also latest FW)

So multicast/broadcast traffic is not correctly being forwarded across the routing point(USG), this is where the problem lies.

 

[yenandrew]

If the phones are registered and can make outbound calls, also try doing a *888 Call Back Test

I tried *888 and it says it cannot be found?

 

[yenandrew]

Would it just be easier if I made 3CX and the Phones on a certain VLAN?