Solved Conference Callin via Phone does not work. People keep hearing the onHold-music

[Tappsy]

Hi everybody,

i got a strange problem here. If someone tries to join a webmeeting via phone, they keep hearing the onHold-music forever, after entering the meeting-id and pressing the #-button. I can see them in the participant-list of the webmeeting with their phone-number, but the audio connection does not work.
I really have no idea where to look at. Does someone maybe have a hint?

Kind regards
Tappsy

 

[NickD_3CX]

Hi!

Could you provide us with the information mentioned here?
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also please make sure you run the Firewall Checker again, regardless if it shows as "passed" or not.
You can do this from the Dashboard --> Firewall.

One reason for this do happen could be if the "WebMeeting Bridge" cannot properly communicate with the WebMeeting Servers.

 

[Tappsy]

Hi @NickD_3CX,

yes sorry, of course:

3CX Version: 16.0.9
Server OS: Debian 9
Is the 3CX Server Hosted and where?: No, on-premise
IP Phone Make/Model/Firmware: n/a
Provisioning Method: Local / VPN / STUN / SBC: n/a
Trunk Provider or Gateway Make/Model: Vodafone
Has the Firewall Checker passed: YES
Are custom Phone Templates being used: NO

But i can't rerun the Firewall Checker right now, because of the service-restart and a lot of people are using it right now.

But maybe this helps: I have found the following entry in the event_log when someone tries to join via phone:

Device wm2198079@(Ln.90000@WebMeeting bridge) had no available outgoing trunk(s) for Call(48931)

I there maybe a problem, because we had a test-trunk from another provider while first testing 3CX. Do i need maybe need to reconfigure something there?

Kind regards
Tappsy

 

[NickD_3CX]

Hey Tappsy,

When you find the right time, I think you should re-run the Firewall Checker just to be sure.

In the meantime, in your Management Console go to SIP Trunks, click on "WebMeeting bridge" and check:

• In the General tab that you have enough Sim Calls (default value is 50)
• In the Advanced tab, that all "Allow inbound calls", "Allow outbound calls" and "Supports Re-Invite" options are checked
  
• Still in the Advanded tab, make sure you have codecs G711u, G711a, G722 and GSM-FR

 

[Tappsy]

Hey @NickD_3CX,

you made my day!
This one:

• In the Advanced tab, that all "Allow inbound calls", "Allow outbound calls" and "Supports Re-Invite" options are checked

was the solution for me. Allow in- & outbound calls was not checked!
Now it works like a charm!

Thank you!!

Kind regards
Tappsy

 

[NickD_3CX]

Glad I could help and that it's up and running again!