Audio dial-in meeting not working, how to do diagnostic

[Kane Wong]

Hi;

I am testing the audio dial-in feature for the Webmeeting, I created a meeting which allow video meeting and audio meeting, the audio meeting is for the people who cannot join from computer or smartphone.

I set a DID number and direct it to the meeting extension, one of my tester dial from the cellular network to the DID number, after entering the conference ID, I can see she joined the meeting but she cannot listen and talk.

Any idea? How to start my fix?

 

[JohnS_3CX]

Hi Kane,

• Did you join the meeting first from a PC?
• If another dial-in caller joins, can the two hear each other?

If the answer is yes to those then it sounds like you may have an issue with your ports.

The PBX uses the Webmeeting bridge to send the audio of the callers towards the 3CX MCUs (Where the online Webmeeting takes place).

If your RTP range is not open or if the HTTPS port is blocked or if your system cannot reach the MCUs, then the audio of the dial-in caller, will never merge with the rest of the participants.

 

[Kane Wong]

In my firewall check, except the SIP ALG, all ports are open.

But when I check the parameter (FIRSTEXTPORT and LASTEXTPORT), the FIRSTEXTPORT is 9000 and the LASTEXTPORT is 10499.

10499 is not in the firewall check list but on my firewall, I allow the inbound for 10499 to 3CX server.

In PBX parameters, ALLOW_MYPHONE_WEBRTC_ENDPOINT is set to "1".

 

[JohnS_3CX]

Let's simplify this, please check the following:

1) Can someone connect to the Webclient login screen from another connection? (NOT from the same connection your PBX is installed, say from their home internet for example)

2) Can you make sure the firewall checker passes everything, no red results at all?

If the answer is no to either of the above then dial in will fail.

 

[Kane Wong]

Let's simplify this, please check the following:

1) Can someone connect to the Webclient login screen from another connection? (NOT from the same connection your PBX is installed, say from their home internet for example)

2) Can you make sure the firewall checker passes everything, no red results at all?

If the answer is no to either of the above then dial in will fail.

Thank you your reply John;

(1) When I do the test, tester 1 and tester 2 are on the same subnet with Webclient, tester 3 is dialing in from mobile phone network.

(2) The firewall checker is all green, except SIP_ALG.

 

[JohnS_3CX]

Send me a PM with your FQDN, I just want to see if your port 5001 is accessible

As for the SIP ALG, you will have to find some way to disable it. This can affect your calls, including the meeting callers

 

[Kane Wong]

Send me a PM with your FQDN, I just want to see if your port 5001 is accessible

As for the SIP ALG, you will have to find some way to disable it. This can affect your calls, including the meeting callers

Hi John;

The access of port 5001 from internet is checked and verified.

 

[Kane Wong]

The SIP ALG is disabled on firewall, the firewall checking for SIP ALG is green now for --> detecting SIP ALG... not detected

 

[JohnS_3CX]

Great news, I would suggest to restart your services now and create a new meeting (in case the old ones may have not reached the 3CX servers)

Enter the meeting with your browser, and have a person dial in. If you cannot hear them and they cannot hear you (ie. they hear hold music still) then have a 2nd person also dial in at the same time. See if the 2 callers can hear each other at least

 

[Kane Wong]

Great news, I would suggest to restart your services now and create a new meeting (in case the old ones may have not reached the 3CX servers)

Enter the meeting with your browser, and have a person dial in. If you cannot hear them and they cannot hear you (ie. they hear hold music still) then have a 2nd person also dial in at the same time. See if the 2 callers can hear each other at least

thank you, I will try and giving comment later.