3CX softphone apps not able to call from outside the LAN

[Stefan D.]

we are just getting started with the 3cx system and looking forward to going towards a full implementation. It is a standard annual 16.0.1078 hosted on prem on a windows 2019 standard server. The firewall check has passed all the tests. However, from the soft apps when outside the lan and trying do make a call, we get a message that the called number is not in service. presence information shows the called extension in yellow, then turns to green as soon as the message starts playing on the caller's phone. Call logs show that the called party did not answer, and the calling party shows as a 3 second long call. i did search the forums for the past few days and i still can't din a solution to this.

thank you

 

[leejor]

I assume that call within the LAN are working. This is on calls to external numbers and to other extensions? Have you checked the 3CX Activity Log for any errors, or reason, why the call failed?

You might also want to provide some more information about your system.

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[Stefan D.]

I assume that call within the LAN are working. This is on calls to external numbers and to other extensions? Have you checked the 3CX Activity Log for any errors, or reason, why the call failed?

You might also want to provide some more information about your system.

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

yes, within the lan they are working fine, and if i call from within the lan to one remote extension they are answering just fine, audio is all good.

also, most of the requested information has been posted before asking the question. the soft phones were provisioned via the email received with the configuration. we don't have wifi in the building so it all has to be remote. We have a static external ip, so we don't use stun

below is what i see in the log:
it seems that the app identifies itself with 127.0.0.1 ip address

22/01/2021 12:04:03:521 | 9 | [CM503003]: Call(C:31): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483
22/01/2021 12:39:28:681 | 9 | [CM503003]: Call(C:37): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483
22/01/2021 12:59:14:167 | 9 | [CM302001]: Authorization system can not identify source of: UnkSrc Recv Req SUBSCRIBE from 127.0.0.1:5080 tid=Pje090c3814dfb4fb589bc89e30ff3ee0a Call-ID=19a6c066a6814cbab4db567a2bb12ac8:
SUBSCRIBE sip:[email protected]:5060;transport=UDP SIP/2.0
Via: SIP/2.0/UDP 127.0.0.1:5080;branch=z9hG4bK-524287-2---Pje090c3814dfb4fb589bc89e30ff3ee0a;rport=5080
Via: SIP/2.0/UDP [::ffff:162.232.27.157]:57427;branch=z9hG4bK-524287-1---tunneltid;rport;tnlid=clnt.1-d63ba382135a4e9f9067c59fb8987dbf
Via: SIP/2.0/TCP 192.168.1.103:50195;rport;branch=z9hG4bKPje090c3814dfb4fb589bc89e30ff3ee0a;alias
Max-Forwards: 69
Record-Route: <sip:[email protected]:5080;user=proxy;uri=clnt.1-d63ba382135a4e9f9067c59fb8987dbf>
Contact: "3CX STEFAN DOBRE"<sip:[email protected]:5060;rinstance=1-d63ba382135a4e9f9067c59fb8987dbf>
To: "3CX STEFAN DOBRE" <sip:[email protected].3cx.us>
From: "3CX STEFAN DOBRE" <sip:[email protected].3cx.us>;tag=9927f7a05a2b4426bfb78f257129d6be
Call-ID: 19a6c066a6814cbab4db567a2bb12ac8
CSeq: 24464 SUBSCRIBE
Expires: 3600
Accept: application/simple-message-summary
Supported: replaces, 100rel, timer, norefersub
User-Agent: 3CXPhone for Windows 16.3.0.198
Event: message-summary
Allow-Events: presence, message-summary, refer
Content-Length: 0

 

[Stefan D.]

also, when i force close the android app, then start it again it shows for a few seconds in the list of the registered phones then it disappears.

 

[cobaltit]

Make sure this is set for the extension:



And confirm the network interface is set to the FQDN. And you mentioned apps but so far only mentioned Android. I assume this is multiple devices? Any iOS devices? Have you been able to try the web client or windows app remotely to see if the behavior is the same?

 

[Stefan D.]

Make sure this is set for the extension:

View attachment 20284

And confirm the network interface is set to the FQDN. And you mentioned apps but so far only mentioned Android. I assume this is multiple devices? Any iOS devices? Have you been able to try the web client or windows app remotely to see if the behavior is the same?

the interface for the internet facing is just a drop down menu with the ip address of the server. However, in the FQDN tab i set the same internal and external FQDS and Allow calls from/to external SIP URIs to enabled

 

[cobaltit]

So change it from the IP address to FQDN. SIP URI is not a concern as far as this issue.

Also you said that after force closing and then reopening the app on Android you see the device listed in phones in the 3CX management console for a few seconds and then it goes away? If the app is in the foreground and the device doesn't go to sleep it should stay registered/showing in the phones tab in the management console. Can you confirm that this is the case if you keep the app in the foreground and the device away? Otherwise this may indicate something on the devices that is interfering. Do you happen to have any MDM or VPN software on those devices?

 

[Sensei]

we are just getting started with the 3cx system and looking forward to going towards a full implementation. It is a standard annual 16.0.1078 hosted on prem on a windows 2019 standard server. The firewall check has passed all the tests. However, from the soft apps when outside the lan and trying do make a call, we get a message that the called number is not in service. presence information shows the called extension in yellow, then turns to green as soon as the message starts playing on the caller's phone. Call logs show that the called party did not answer, and the calling party shows as a 3 second long call. i did search the forums for the past few days and i still can't din a solution to this.

thank you

Today I had the same issue. You need to forward not only ports for 3cx base system but also for 3cx mobile clients. These are different ones.

 

[leejor]

In the first post, it was stated that the Firewall Test had all passed. That will test all required ports.

 

[Sensei]

In the first post, it was stated that the Firewall Test had all passed. That will test all required ports.

No. I also passed all tests today OK, but outer client not worked. Then I found document on 3cx site where additional communicated ports for mobile clients was stated. I forwarded them - and all become work. PS: I can read posts....

 

[leejor]

So, which ports did you have to open/forward, that had not failed in the Firewall test?

https://www.3cx.com/docs/ports/

 

[Stefan D.]

Today I had the same issue. You need to forward not only ports for 3cx base system but also for 3cx mobile clients. These are different ones.

what are the ports for mobile? I know in the past they used to be 5060+ 2 ports for each mobile extension , but i see that is not the case anymore. Anyway, the mobile clients still not show as provisioned in the extensions dashboard

 

[Stefan D.]

So change it from the IP address to FQDN. SIP URI is not a concern as far as this issue.

Also you said that after force closing and then reopening the app on Android you see the device listed in phones in the 3CX management console for a few seconds and then it goes away? If the app is in the foreground and the device doesn't go to sleep it should stay registered/showing in the phones tab in the management console. Can you confirm that this is the case if you keep the app in the foreground and the device away? Otherwise this may indicate something on the devices that is interfering. Do you happen to have any MDM or VPN software on those devices?

how do you do that? The system is asking me which one is the internet facing gateway, and it is a drop down menu that can't be edited with the ip address of the server.

for external, it is asking me for the IP address.

 

[cobaltit]

Not in the network settings. In the Phone Provisioning tab on each extension per device, in this case, the 3CX App

 

[JohnS_3CX]

Hi Stefan

The PBX needs to have its ports forwarded exactly as stated here, you should double check this list even if the firewall check passes. https://www.3cx.com/docs/ports/

Specifically, the mobile apps rely on your default HTTPS and Tunnel port which is usually 5001 and 5090.

If 5001 is not correctly configured you should expect issues with presence and provisioning, and for 5090 issues with calls.

Now based on your description it would appear that the called extension is the one having the issue, especially since the caller does hear audio and a message regarding the destination. What exactly is the message saying word for word? Because from what I remember this is not a prompt the PBX has, it sounds more like something coming from a trunk provider.