Solved Call from phone on one SBC to a phone on another fails

[architechture]

I have a user that works from home and have them setup with an SBC and a Yealink T46. They can't call just one extension that is on another SBC (previously they couldn't call them when the PBX was in-house and that extension was connecting to the PBX directly). I've tried everything I can think of. Any advice on what you would try to do to resolve this?

 

[SweetAction]

Does the activity log show anything?

 

[leejor]

What is the result, when they do call...? Voicemail? Could it be Caller ID related, blocking, forwarding, just that originators number?

 

[architechture]

It goes to voicemail. And, actually x1958 can call x1962 but x1962 can't call x1958 it goes to voicemail. x1958 is the one who works from home behind an SBC.

 

[architechture]

No forwarding rules that I can see. Can an extension block a call? Nothing in the Block list in settings.

 

[Cal4care | RA]

Hi,

I suspect the extension may be under DND mode. Please check with the user whether they unknowingly press the DND button on the phone. (I believe you can check the Extension status in the management console as well).

Thanks,
RA.

 

[ChrisC_3CX]

Just so that we also get a better understanding of your setup, please also provide the relevant information mentioned here:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

If everything is okay on the extension level (no forwarding rule exceptions, no DND/Away profiles, etc) and you can't figure out what the issue is, a quick test would be to log that same extension (1958) into the webclient and then try the same call again. This is to quickly determine whether the issue is related to the extension's configuration or perhaps the IP Phone itself.

 

[Saqqara]

Check 'Exceptions' under Forwarding Rules for the extension.

Has the number been blocked on the phone itself - https://support.yealink.com/en/portal/knowledge/show?id=a0f04eb1965717602ffa0d9c

 

[JohnS_3CX]

On the receiving T46 check:

Menu >> Directory >> Blacklist

We've seen cases before where someone accidentally adds the entry and causes this exact behavior.

 

[architechture]

I'm following up on some of the things above. But, here's more detail. This has been an issue for almost a year now. Other extensions can call her so not DND. I've used a soft client to call the extension and it still goes to vmail.

 

[Evolute IT]

I'm following up on some of the things above. But, here's more detail. This has been an issue for almost a year now. Other extensions can call her so not DND. I've used a soft client to call the extension and it still goes to vmail.

Always from the same "calling" extension?

 

[architechture]

• 3CX Version, Professional Perpetual 16.0.9
• Server OS, Microsoft Windows Server 2016 Datacenter x64
• Is the 3CX Server Hosted and where? AWS EC2
• IP Phone Make/Model/Firmware T46G 28.83.0.130
• Provisioning Method: Local / VPN / STUN / SBC SBC
• Trunk Provider or Gateway Make/Model N/A
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[architechture]

Always from the same "calling" extension?

Yes, the issue is always calls from x1962 to x1954. (Sorry had 1958 earlier but it's 1954 ) Everyone else can call x1954 with no issues.

 

[Saqqara]

Have you factory defaulted the phone ? and reassigned the ext to the phone

 

[SweetAction]

Can you place the system into verbose mode, replicate the issue, and post the activity log here?

 

[architechture]

Have you factory defaulted the phone ? and reassigned the ext to the phone

I did with the calling phone. Haven't with 1954. I should do that. I'll try that and if that doesn't work I'll capture the verbose log and post it.

 

[JohnS_3CX]

@architechture not sure if you missed this in the commotion, but check message #9

 

[architechture]

So x1954 did have the other phone in the phone's blacklist. She removed it and reported that the other extension could now Page her phone but still not ring. I had her power cycle the phone and haven't heard back yet. Users ¯\_(ツ)_/¯

 

[JohnS_3CX]

Great news, everything sounds good then!

Paging will not make the Yealink ring, so that is normal too.

It will just answer and play a soft tone by default.

 

[architechture]

So user reports this:

"So after resetting the phone I asked KAD to call using 1954 and if not going through dial *91954 to advise. Again the 1954 comes up as busy and the *91954 comes through to me."