calls from web client not working

[mbashar89]

topology
3cx client --------router--------------------internet cloud--------------------------router-----firewall---------3cx server

i have two site :
HQ : install 3cx server version 16 with local ip and ports are allowed on firewall and firewall checker are approve that.
Remote site : I have remote 3cx users they working well when they receive and sending call from soft phone client ( v 16.3.0.220) but every soft phone shown in 3cx server with two IP one is local host 127.0.0.1 and WAN real ip of the site, that my first question why ?
if they open web client only shown in 3cx server one ip is the local host 127.0.0.1 and they can recieve and sending call but no media (can't hear voice) in the two direction. see attached for more details

 

[ChrisC_3CX]

Regarding the 3CX Windows App, do note that seeing two entries in the "Phones" section of the Management Console is actually expected due to the fact that the 3CX Windows App connects to the 3CX PBX via the 3CX Tunnel but also connects to the 3CX PBX on its HTTPS port for presence information.

Seeing the localhost IP for the 3CX Webclient is also expected due to the implementation of the 3CX Webclient which involves a 3CX internal component used by the 3CX Webclient that sends and receives SIP traffic to and from the 3CX SIP Service.

Regarding the issue, first thing I would recommend is making sure that all required ports mentioned here have been configured, regardless of whether the 3CX Firewall checker passes. This is because the Firewall checker tests UDP ports but not TCP.

Note: Make sure that firewall features such as SIP ALG and Port remapping are disabled.

If the issue persists after doing so, we'll first need a better understanding of your current setup so please provide the information mentioned here:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also, do let us know:

1. Which browser and version you are using?
2. If the issue occurs when performing an echo test as well (dial *777)
3. If the issue occurs when the 3CX Webclient is local to the 3CX PBX (If possible). Test by dialing *777 too.
4. If the issue occurs on any remote site with the 3CX Webclient. Test by dialing *777 too.