Can't hear the party being called

[fir8will]

Hi,

We have successfully installed our 3X PBX and is able to make incoming and outgoing calls using the X-Lite softphone.

However, when we created an extension using a Linksys SPA-2002 ATA, we are able to make outgoing calls, the other party can hear us but we can't hear them.

We have swapped phone units but with the same result.
We have pulled out and put back the ATA's power cable but no success.

Any insight that you guys can give is truly appreciated.

 

[webguyz]

Are these phone external? Are they on a different network then your pbx?
Sound like an issue where you need to get STUN working. When the Media Server tries to complete the call by setting up a voice path back to your IP addres its getting lost, can't find the proper IP. STUN is used to let the PBX know how to find a path back to the external extension and keeps a port open in your remote extensions firewall by pinging it every 30 seconds or so.

Give us some more info and maybe we can help you sort it out. Posting a copy of the debug log relevant to a single call using this phone would help as well.

 

[fir8will]

webguyz, Thank you for your response.

1. The extensions (XLites and the SPA-2002) are on a private network behind a firewall while the PBX server is on a separate public facing network.

We have specified the the STUN server (stun.3cx.com) on this extension. This is after we initially had the same issue with the XLite clients. So we thought, definitely we need to specify a STUN server for the SPA2002 as well.

And our suspicion is the same as yours since the extensions and the PBX are on separate networks but just don't know how since we are relatively new to 3CX.

With regards to the logs, are you referring to enabling the "Verbose" logging level under the "General Settings"? Right now it is at "Medium: level.

Bear with us as we are a new diver in the 3CX ocean

 

[jduncan]

same issue

Hi all, i'm having the same problem. I can call an external number through a PSTN gateway and i can hear the remote party but they can hear me.

I am using 3cx v3.1 with external extension enabled on the ext making the call. The 3cx server sits in a DMZ with a DynDNS name configured for it. This is attached to a Grandstream GXW-4104 PSTN gateway. Also using X-Lite with stun.3cx.com specified and i sit in the DMZ from my end. here is a log of a call:

03:09:41.459 StratLink:nHangUp [CM104001] Call(688): Ext.123 hung up call; cause: BYE; reason: SIP;description="User Hung Up"
03:09:20.093 CallLegImpl:nConnected [CM103001] Call(688): Created audio channel for Ln:10007@FCL4104 (192.168.254.155:5016) with third party (190.58.81.83:4304)
03:09:20.087 StratInOut:nConnected [CM104005] Call(688): Setup completed for call from Ext.123 to Ln:10007@FCL4104
03:09:20.087 CallLegImpl:nConnected [CM103001] Call(688): Created audio channel for Ext.123 (190.58.81.83:4304) with third party (192.168.254.155:5016)
03:09:20.081 CallConf:nProvisional [CM103003] Call(688): Ln:10007@FCL4104 is ringing
03:09:17.916 CallConf:nIncoming [CM103002] Call(688): Incoming call from 123 (Ext.123) to sip:[email protected]

 

[webguyz]

Whenever I see a private IP like 192.168.x.x trying to talk to anything on a public IP its doomed to failure.

Example: My external extensions are on a Nat'ed private net and my phones IP's are 192.168.x.x. However, my Linksys PAP2 allows me to use the firewalls IP instead of the phones IP because a public IP can not talk to a private IP. So in my call logs when my 3cx pbx connects the audio channel to my phone its not using phones actual IP, bur rather the firewalls IP, and STUN helps keep a firewall path open so that these incoming calls get routed properly to my phones IP which is a private 192.168.x.x

You should never see a private IP (192.168.x.x or 10.0.x.x) on a 3cx call log because when you do, invariably the symptom is that one party can't hear the other. (IMHO)