3CX doesn't accept keypresses

[SteveITS]

Hi, we are new to 3CX. I set up a 3CX Debiam VM (hosted in our data center under Virtuozzo, using KVM), set up a Debian SBC in our office (which is connected), created one extension, and installed the software on my PC and the app on my iPhone. I can call voice mail via 999 and hear the prompts, and receive (play wav files to my extension) internal calls on both devices, but if I dial 999 the IVR doesn't seem to receive any digits so I get an invalid pin error after several seconds. Same thing if I call my extension from either device...I hit * or # but they are ignored. Our firewall at the 3cx server allows all traffic/all ports from our office IP (only our IP, for now...no SIP trunks yet) and all outbound to the 3CX VM IP is allowed. Seems like it should work out of the box? My understanding was if I used the SBC we didn't need to worry about firewall ports in our office. I have restarted the 3CX VM.

What am I missing?

Thanks,
Steve

 

[COM-TEL]

Hi, we are new to 3CX. I set up a 3CX Debiam VM (hosted in our data center under Virtuozzo, using KVM), set up a Debian SBC in our office (which is connected), created one extension, and installed the software on my PC and the app on my iPhone. I can call voice mail via 999 and hear the prompts, and receive (play wav files to my extension) internal calls on both devices, but if I dial 999 the IVR doesn't seem to receive any digits so I get an invalid pin error after several seconds. Same thing if I call my extension from either device...I hit * or # but they are ignored. Our firewall at the 3cx server allows all traffic/all ports from our office IP (only our IP, for now...no SIP trunks yet) and all outbound to the 3CX VM IP is allowed. Seems like it should work out of the box? My understanding was if I used the SBC we didn't need to worry about firewall ports in our office. I have restarted the 3CX VM.

What am I missing?

Thanks,
Steve

Have you checked the DTMF tones for your extension? (Extension / Phone provisioning / Network)
I'm pretty sure that has to be set to RFC2833 in DTMF mode.

 

[SteveITS]

Have you checked the DTMF tones for your extension

Yes it is set to RFC2833 as the default (I didn't change it). "Use 3CX Tunnel for remote connections (3CX App only) " is checked. Call Control = Softphone.

I haven't changed any codecs...GSM-FR is at the top of the list for my extension. However, I see for the default Operator extension it is at the bottom?

my extension:
GSM-FR
G729
G.711 U-law
G.711 A-law
G722

Operator:
G729
G.711 U-law
G.711 A-law
G722
GSM-FR

edit: if I create a new extension it is defaulting to the "my extension" list with GSM-FR first.

 

[leejor]

For some reason, Audio DTMF may be selected. To confirm, try putting the G711 codecs as first choice. Audio DTMF does not work well, if at all, when using low bit-rate Codecs. If that works, then concentrate on why the preferred DTMF Method is not being used.

 

[SteveITS]

try putting the G711 codecs as first choice

I did that, saved, exited the softphone client (exited from tray icon) and reopened. Same issue.

Is there a reason the default Operator uses a different codec order than the default for new extensions?

 

[leejor]

You should be able to set the Codec order for the Operator extension as with any other. If you choose to use G711u throughout, then you would not want an originating call from the operator to have to be transcoded.

Have you looked at a detailed Activity Log, for one of the calls to see if there is any helpful information?

Have you run the 3CX Firewall test to confirm two-way audio?

Have you tried the Echo Test?

https://www.3cx.com/blog/docs/echo-test/

 

[SteveITS]

I found the firewall rule allowing traffic from our IP was mistakenly set to TCP only. Changing to TCP/UDP resolved the keypress issue.

I hadn't changed any codecs so from your description it sounds like something of a bug if a new install uses a different codec order for the Operator and any subsequent user-created extensions.

Didn't know about Echo Test, that would be handy in future troubleshooting.

Thanks for the ideas everyone.

Edit: how do I see a detailed activity log? I had looked at Activity Log on the dashboard but wasn't seeing anything that stood out.

 

[leejor]

Here is how to set the logging levels...

https://www.3cx.com/docs/collecting-logs-for-3cx-support/