Cannot call from 3CX phone to cell phone

[RDWild]

I have a situation where if someone calls from a 3CX phone, to a cell phone number, the phone rings, the user answers, but neither end can hear anything. Calls from the cell phone to the 3CX phone are fine. Cell phones with the 3CX app are fine.
We have tested with different carriers, and in range of different cell towers.

 

[Charles_3CX]

When you say 3CX Phone, what are you referring to, please? Are you referring to the 3CX App for Windows formally known as the 3cx phone for Windows (no legacy app)?

 

[RDWild]

A fanvil X5U deskphone, or the cellphone app.

 

[TheodorosG_3CX]

How is your phone provisioned? Are you using STUN?

 

[RDWild]

No STUN. What else are you looking for as how as how they are provisioned? They are Fanvil X5U -V2 phones set up through a SBC.

 

[TheodorosG_3CX]

What is your firmware version?

 

[RDWild]

All the Fanvil X5U-V2 phones are on

Firmware
2.12.1

 

[TheodorosG_3CX]

To be more specific is it on version 2.12.16.22?

 

[RDWild]

I don't think so. Even on the phone, it just shows 2.12.1

 

[TheodorosG_3CX]

Please ensure that the phone is running under the latest 3CX Supported Firmware Version and check if the issue is still there.

 

[RDWild]

It doesn't give me the option to upgrade it any further.

 

[TheodorosG_3CX]

Is this an SMB or a 3CX Hosted installation?

 

[RDWild]

Hosted

 

[TheodorosG_3CX]

Do you have access to the PBX management console?
If so under the updates is there any firmware update available?
Under phones does it show the device that is using an unsupported firmware version?

 

[RDWild]

Yes, It is set to automatically update. Under phones it does not show that there is an unsupported firmware version.

 

[TheodorosG_3CX]

What firmware does it show there?

 

[RDWild]

This is what I see. Am I looking in the wrong place?

 

[TheodorosG_3CX]

In Dashboard<<on the right list there is a Phones section
There you can see the phones that are provisioned. What firmware version you see there?

 

[RDWild]

 

[TheodorosG_3CX]

Please edit your screenshot and do not share the license information.