extension to extension calls

[meelis]

Hi,
i have an issue after we made sip trunk external calls are ok (inbound and outbound)
We have some info terminals outside where is just a call button and if to make a call from there then destination call is OK too.
Problem is if i try to make call from 3cx app on my phone to the terminal (basically it is ext to ext call) then it creates an active call but on my end i can not hear anything.
And another is that i cannot send gate opening command (ie: 00*) to the terminal outside.

All worked OK before we had voip sip trunk.

what should i look?

 

[meelis]

in example, maybe it clears the idea.
info call button is extension nr 701. My extension is 001.
call from 701 to 001 is OK.
call from 001 to 701 voice is missing
call from 701 to 001 and 001 to 701 external dtmf command 00* is not working, not reaching to terminal (701 side)

Call from 001 to external landline/mobile is OK.
External calls landline/mobile to 001 is through IVR and is also OK

 

[ChrisC_3CX]

Please first provide the information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also, what devices are you using for these extensions? Are the info terminals one of the 3CX Supported Doorphones: https://www.3cx.com/sip-phones/
If yes, which model exactly and how is it provisioned(what provisioning method)?

 

[meelis]

Hi,
So we are using pro annual 16.0.9
3CX on-premise using windows server.

Terminal devices are 2N SIP audio converters. Unprovisioned

Thing is that all worked well before we added SIP trunk for external calls. My guess is that the ext to ext calls are trying to use sip trunk for the call.

 

[ChrisC_3CX]

Since it is an unsupported device I cannot recommend anything specific regarding the device or its configuration.

You could try enabling "PBX delivers audio" on the extension level for all involved extensions under "Extensions >> Edit >> Options" but if the issue persists, you might want to consider checking the 3CX Activity log after replicating the issue to see what exactly is happening to the call when this happens. Before doing anything, remember to enable Verbose logging mode from within "Dashboard >> Activity Log >> Settings", then, make the same call again to replicate the issue, hang up and go to "Dashboard >> Activity Log" to trace the call(Use the "Filter" button to display only the relevant information).

If you need additional information or assistance with troubleshooting the issue, you might want to contact a 3CX Partner to have them help with investigation or even contact 3CX Technical Support on your behalf if needed.

 

[ClaudioBassani]

Hi,
So we are using pro annual 16.0.9
3CX on-premise using windows server.

Terminal devices are 2N SIP audio converters. Unprovisioned

Thing is that all worked well before we added SIP trunk for external calls. My guess is that the ext to ext calls are trying to use sip trunk for the call.

Hi.
This could be. Check that the trunk's outbound rules do not conflict with internal numbering. For my customers (in Italy) I always use a 3 or 4-digit internal numbering (depending on the needs) starting with the number 2. In this way I don't get into conflict with the external numbering that (in Italy) begins with 0 , 1, 3, 8.

 

[leejor]

You don't mention if calls , from the door phone, to another phone (desk set?) actualy work correctly.

How is the phone, using the App connected? Is it using Wifi, on the same LAN, or connected using the providers 3/4G network? That may make a difference
.
Checking the 3CX Activity log (as suggested), after a call, will confirm, if outbound trunks are being used for some reason. If an extension number is dialled, and is valid, then the call should not be using an outbound rule. Could call forwarding be involved?

Again, the Activity Log will show this.

 

[meelis]

Hi,
Thank you for the ideas. I tried changing the ext number and tried different ways but still no audio.
In activity log i can see

04/26/2021 1:03:28 PM - [CM503007]: Call(C:41): Extn:604 has joined, contact <sip:[email protected]:5060/UDP>

04/26/2021 1:03:28 PM - [CM503007]: Call(C:41): Extn:001 has joined, contact <sip:[email protected]:5060/UDP>

so calls are actually connected but there is no voice.

I have exactly the same SIP device on other site and all works there. calls are connected and voice is working. Setup is exactly the same. This other ext nr is 601. So it can not be related to SIP device.

Allthough both sites have diferent internet connection. So my guess would be if one site firewall is blocking something BUT it happened exatly when we purchased PRO licence for 3CX. Previously we used FREE lic. Maybe it is coinsidance... still wierd

 

[ChrisC_3CX]

The fact that you switched License level should have nothing to do with it. Since this is a remote device it may very well be related to the firewall configuration on the remote site. Provided of course that the firewall configuration on 3CX's end is already in order.

I'd recommend investigating a bit to at least narrow down what the cause might be. You could take a look at our training material which describes how to perform a packet capture and then do some basic troubleshooting here(Slides 9-11): https://www.3cx.com/3cxacademy/videos/advanced/basic-troubleshooting/
(Note: Click on the three dots and then "Open Speaker Notes" for additional information or watch the video)

If you need additional information or assistance in investigating this issue you could always contact one of our 3CX Partners: https://www.3cx.com/ordering/find-reseller/