3CX keeps ringing when attempting to answer

[blueghoti]

Hi folks -

A newbie question here...

I have a few agents who are encountering difficulties when launching 3cx - it rings as expected, but when they click the green answer button, it doesn't stop ringing. This happens with them repeatedly, whereas at the same time and with the same settings other agents have no difficulty with 3CX. We're all remote on varying PC configurations / internet connections.

Any thoughts about this?

Chris

 

[leejor]

Look for something in common, switch, location... The SIP message does not seem to be reaching 3CX. that may be something to do with settings (conflict?), a firewall or router.

Had things been running correctly, then this issue just "cropped up"? or has it been this way from day one?

 

[craigreilly]

i recently turned the Keep Alive function on in 3cx Management Console and it seems to be helping remote extensions... I think.

 

[cfaytaren]

Hi Guys! I work for Chris who posted the problem. We tried to turn off the firewall and made sure the settings are similar to the others whos 3cx are working but still no luck. We tried calling their net providers too but they said that they never block any voip. They are new agents and havent used 3cx before , so we had to configure everything from scratch. Can you let us know what we can do about the router and how can we turn the Keep Alive function on in 3cx Management Console.

Thanks so much in advance

 

[leejor]

Are the agents, experiencing the problem at a different location (behind a different router) than those that are working correctly?

What make/model routers (firewall?) are being used at the problem location and at a location that has experienced no issues? If they are the same, have you compared the set-ups?

The first suspect would be the router (firewall?), or another device on the local network (switch?), that the agents all pass through, given that multiple agents, are experiencing the same issue at one location.

 

[craigreilly]

Hi Guys! I work for Chris who posted the problem. We tried to turn off the firewall and made sure the settings are similar to the others whos 3cx are working but still no luck. We tried calling their net providers too but they said that they never block any voip. They are new agents and havent used 3cx before , so we had to configure everything from scratch. Can you let us know what we can do about the router and how can we turn the Keep Alive function on in 3cx Management Console.

Thanks so much in advance

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