Desk phones not ringing

[hawcoit]

Hi,

we've just installed a new firewall (new internet service) at our main office, but now we're not receiving calls to our desk phones, we can make outbound calls, it jus the phones don't ring when someone (internal or external) calls our numbers.

we've switched to the web client for now as that is working but most people want to switch back to their desk phones.

Our 3CX system is hosted by 3cx.

also in the browser where you can choose your primary device for calling our desk phones appear multiple times.

we have FortiGate firewalls.

any help would be appreciated as the firewall company and 3cx support company don't seem to be getting anywhere with this.

Many thanks

 

[JohnS_3CX]

Hi,

Do you have a 3CX SBC installed at the main office?

 

[hawcoit]

No, everything is hosted, the only thing we have in the office is three desk phones

 

[JohnS_3CX]

Hi again,

You will need to install a 3CX SBC in this case as it is a requirement for systems that are hosted by 3CX:

This should solve the issue without needing to configure anything on the firewall. If you need further information we will be glad to assist! Alternatively, you can ask your 3CX partner about having them install a 3CX SBC for you.

Let us know and we advise you accordingly

 

[hawcoit]

Many thanks, just emailed our support partner, not sure why they didn't look at this option originally, but reading about it, it looks like it should resolve our issue.

if it does i will post back the results.

 

[JohnS_3CX]

Sure thing, let us know how it goes!