Hello,
we've upgraded from 3CX Phone System 12.5 Professional to current 15.5 Professional, but we're experiencing big problems that we're not able to solve (trying since monday).
Main problem (affects outbound/outgoing calls):
Often when a user tries to call an external phone number (one of our customers for example) -> the other/external phone rings(!) but the user in our company doesn't hear anything, no dial sound, no sound while the phone is ringing... and when this happens -> the called number dissapears in the 3CX softphone (in fact the user is somehow connected to the external phone/customer because the other phone is ringing and the client also looks like you are connected (red "hang up" button is shown...), except that the called number is not visible in the client (it dissapears when starting the call, not when entering the number).
This does NOT happen all the time (sometimes eyerything works), but it happens often and strangely not to all users (for now) and for some more often than for others... (about 8 users had this issue about 1 - 3 times this week, 2 users have this 20 - 30 times day (or more)!). It does not seem related to the PC, the user account or the (physical) network connection (tested all of this, switched computers and user accounts and so on...).
If this happens, the user have to try it 3 - 5 times, than it works (in most cases).
Another problem (perhaps related to the problem above):
Sometimes (not so often!) if a user tries to call an external phone/customer, he's just getting a "call could not be established" (or perhaps "could not establish call", we use the german version here)... If this happens, the user have to try it multiple times, than it works (after a while).
Perhaps an important fact:
Especially for the two clients which heavily suffer from the "main problem" above, we see a lot of 3CX server events like "Extension 24 is unregistered" & Extension 24 is registered", again and again, all the time... (but the network connection itself was already checked and is stable).
Some information about our setup:
Like I said we use 3CX Phone System 15.5 Professional now, with the 3CX Windows clients (softphones). Version 12.5 (on a Windows Server 2008R2 VM) in combination with older Windows 3CX clients worked without such problems (we've decided to upgrade because of security updates by 3CX).
The server is a virtual machine with "Debian 8" Linux (like suggested by 3CX) on Microsoft Hyper-V (Windows Server 2012R2 host).
We've installed 3CX Phone System (and imported our configuration backup from 12.5 and the former Windows Server) as it is explained on the official 3CX website. Of course we also configured the firewall as described by 3CX (but have also already desabled the firewall completely afterwards, just for testing/because of the described problems).
Any help or hint would be appreciated!
Thank you very much for reading!
Best Regards
we've upgraded from 3CX Phone System 12.5 Professional to current 15.5 Professional, but we're experiencing big problems that we're not able to solve (trying since monday).
Main problem (affects outbound/outgoing calls):
Often when a user tries to call an external phone number (one of our customers for example) -> the other/external phone rings(!) but the user in our company doesn't hear anything, no dial sound, no sound while the phone is ringing... and when this happens -> the called number dissapears in the 3CX softphone (in fact the user is somehow connected to the external phone/customer because the other phone is ringing and the client also looks like you are connected (red "hang up" button is shown...), except that the called number is not visible in the client (it dissapears when starting the call, not when entering the number).
This does NOT happen all the time (sometimes eyerything works), but it happens often and strangely not to all users (for now) and for some more often than for others... (about 8 users had this issue about 1 - 3 times this week, 2 users have this 20 - 30 times day (or more)!). It does not seem related to the PC, the user account or the (physical) network connection (tested all of this, switched computers and user accounts and so on...).
If this happens, the user have to try it 3 - 5 times, than it works (in most cases).
Another problem (perhaps related to the problem above):
Sometimes (not so often!) if a user tries to call an external phone/customer, he's just getting a "call could not be established" (or perhaps "could not establish call", we use the german version here)... If this happens, the user have to try it multiple times, than it works (after a while).
Perhaps an important fact:
Especially for the two clients which heavily suffer from the "main problem" above, we see a lot of 3CX server events like "Extension 24 is unregistered" & Extension 24 is registered", again and again, all the time... (but the network connection itself was already checked and is stable).
Some information about our setup:
Like I said we use 3CX Phone System 15.5 Professional now, with the 3CX Windows clients (softphones). Version 12.5 (on a Windows Server 2008R2 VM) in combination with older Windows 3CX clients worked without such problems (we've decided to upgrade because of security updates by 3CX).
The server is a virtual machine with "Debian 8" Linux (like suggested by 3CX) on Microsoft Hyper-V (Windows Server 2012R2 host).
We've installed 3CX Phone System (and imported our configuration backup from 12.5 and the former Windows Server) as it is explained on the official 3CX website. Of course we also configured the firewall as described by 3CX (but have also already desabled the firewall completely afterwards, just for testing/because of the described problems).
Any help or hint would be appreciated!
Thank you very much for reading!
Best Regards
