Solved extension not ringing but rings as operator.

[simplyict]

Hello
I have the most weirdest issue happening.
New 3cx install done. setup sip trunks and extensions.
ring groups etc.
all is fine . or so I thought.
When an extension ie a yealink t53w which has the correct firmware and is registered, extension 1000 as reception,
The phone does not ring or indicate when rung internally from another extension.
it rings the ring group of which there is a soft phone as secondary.
When ringing there is nothing happening until the 20 second count and then the soft phone rings,
you can leave a voice mail, and then reception lights up saying voice mail received.
Or here is the weird part, you can also select the operator. and extension 1000 reception rings as it should
but it doesn't at all ring or indicate when you ring it directly or via external number.

I have factory reset it multiple times. and done firmware. 96.86.0.72

I am lost.
I have replaced the phone with another one. If I pair my soft phone with extension 1000, my softphone rings but the handset does nothing..

Anyone come across this issue?

many thaks

 

[leejor]

I would have a look at the Activity Log, of a call made to the set, (Verbose level), to see what is going on.

here is the weird part, you can also select the operator. and extension 1000 reception rings as it should

Do you mean, that you have the SIP ID of the set as zero?

If that is what is working, compare an Activity Log of a working call, with one that does not.

 

[simplyict]

I have done that. But I myself can’t see the issue compared to a working system

It shows a call, but that is all. The phone does not ring.

So why would it ring when you press * for the operator?

 

[JohnS_3CX]

Are you using STUN?

 

[simplyict]

yes I am using stun. as per all my other sites. is there something on this site where the firewall is blocking something. why does the phone ring when you ask for operator though. that is what has me stumped..

None of the handsets that are on this site will ring. unless its directed to operator.

 

[JohnS_3CX]

When running STUN you might see all sorts of unusual issues. Or it might run perfectly until one day it doesn't.

The TL;DR is that STUN will never be as reliable as using a 3CX SBC, and you can spend hours troubleshooting and get nowhere.

Either use a 3CX SBC: https://www.3cx.com/docs/3cx-tunnel-session-border-controller/

..or deploy a local PBX on the same site as the phones so you can use LAN provisioning.

Either way, STUN is not a worthwhile endeavor unless we are talking about a single phone deployed outside the organization.

 

[simplyict]

I have 5 sites running stun with no issues. it is just one site. that makes no sense.

 

[simplyict]

Ok so did the SBC setup and yes phones all detect and install. and now ring. very strange.
I will have to SBC some of the other sites as well I am guessing to future proof issues. many thanks.

 

[JohnS_3CX]

Not strange at all actually, that's what I meant, STUN is less reliable unless you manually forward all the ports, set static IPs, disable SIP ALG etc. Otherwise you are dependent on your switches, routers, firewall, modem and ISP. Any one of those can go wrong and "break" your phones.

SBC is the superior solution because it can bypass most of those hurdles. And when your other sites show similar issues in the future, consider switching them to SBC too to permanently solve the issue and increase reliability with very little extra cost.

Happy to hear the solution worked well!!