Desktop phone are not ringing but DECT working after backup-restore

[olivierdelvaux]

Hello,
We had to backup and restore from version 18.2 to 18.6.
All the phones and DECT antennas looks like they are provisioned.
But when a desktop phone is calling another desktop phone, it's not ringing.
I can ping both phones from the server. And people calling from DECT to DECT are working.

I have tried to remove and re-add desktop phones, but no result.
Any idea?

Thanks.

 

[AndreasPo_3CX]

HI @olivierdelvaux

How are the IP phones provisioned (Local,SBC,STUN)?
Also when you say that you re-added the phones, did you factory reset and reprovision or just delete from the extension and re-add?

 

[olivierdelvaux]

Hello,
it's a local provionning.
No factory reset.
Only remove desktop phone from user, regenerate user in 3CX console, then re-add the phone to the user.

 

[olivierdelvaux]

FYI we have only one desktop phone working but it's a different model : Fanvill X210. The others Fanvill X4 are not ringing ?!?

 

[AndreasPo_3CX]

You mentioned that the phones are provisioned but are they registered?
Can you call the voicemail menu from any of them?

Also, try factory resetting and reprovisioning one of the phones and see if it solves the issue.

 

[olivierdelvaux]

After factory reset, we can't see the phone in the phone's list.
The phone has an IP, and I am able to ping it from the 3cx console. But I can't register it

 

[AndreasPo_3CX]

Are the IP phones in the same subnet as the PBX?

 

[olivierdelvaux]

No but I have route set on the linux side. I can ping the dekstop phone.
It was working in version 18.2

 

[AndreasPo_3CX]

If the phones and the PBX are not in the same subnet, you will not see the IP phone in the "Phones" section after you factory reset it.
When you factory reset an IP phone, it sends a SIP message through multicast which unless you have specifically configured your network to do, these packets will only be transmitted in the same subnet. This has not changed from 18.2

In this case, you will need to get the provisioning link from the extension (Phone provisioning tab) and enter it in the webUI of the phone.