External Extension cannot answer calls

[cutty]

Hi,

We are running 3CX v5.1.4510.0. Our provider is Engin in Australia.

Our internal extensions all work fine and we can answer calls both extension to extension and via ring group.

We have several tele-workers who work out of the office. We want them to be able to receive and make calls via 3CX.

We have successfully set up an external extension that is a member of a ring group that can make calls and the extension rings when a call is directed to the group or called from another extension.

The external extension cannot answer any incomming calls. The Server log indicates the extension is ringing as part of the ring group, but when the call is answered there is no indication in the log that the answer has been received by 3CX.

I have tried a Thomson 2030, Grandstream GXP-2000 as well as the 3CX Softphone and none can answer the call. There is no firewall configured at the external site and as far as I can tell all the appropriate ports are open at the office end.

Can anyone shed any light on why the server does not recognise that the call is being answered?

 

[acrumpton]

This sounds like a firewall issue.
Can you confirm which ports are open?

regards

Andy

 

[cutty]

Yes, thank you. We have tried turning off the firewall and still could not answer calls on external extensions.

I suspect there is a setting (or bug?) in the 3CX server.

Has anyone successfully gotten an external extension working and able to ANSWER calls?

 

[cutty]

Here is a copy of the log showing the inbound call to the queue:

06:25:59.166 Call::Terminate [CM503008]: Call(55): Call is terminated
06:25:59.134 Call::Terminate [CM503008]: Call(55): Call is terminated
06:25:59.072 Call::Terminate [CM503008]: Call(55): Call is terminated
06:25:58.994 LineCfg::getInboundTarget [CM503011]: Inbound out-of-office hours' rule for LN:10000 forwards to DN:802
06:25:38.775 Extension:rintEndpointInfo [CM505001]: Ext.505: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [THOMSON ST2030 hw5 fw1.59 00-0E-50-4E-9B-C6] Transport: [sip:192.168.100.5:5060]
06:25:38.775 CallCtrl:nAnsweredCall [CM503002]: Call(55): Alerting sip:[email protected]:5060;user=phone
06:25:38.775 Extension:rintEndpointInfo [CM505001]: Ext.501: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [THOMSON ST2030 hw5 fw1.59 00-0E-50-4E-9D-E6] Transport: [sip:192.168.100.5:5060]
06:25:38.775 CallCtrl:nAnsweredCall [CM503002]: Call(55): Alerting sip:[email protected]:5060;user=phone
06:25:38.775 Extension:rintEndpointInfo [CM505001]: Ext.506: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [THOMSON ST2030 hw5 fw1.57 00-0E-50-4E-9B-A4] Transport: [sip:192.168.100.5:5060]
06:25:38.775 CallCtrl:nAnsweredCall [CM503002]: Call(55): Alerting sip:[email protected]:5060;user=phone
06:25:38.775 Extension:rintEndpointInfo [CM505001]: Ext.502: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [THOMSON ST2030 hw5 fw1.59 00-0E-50-4E-9C-99] Transport: [sip:192.168.100.5:5060]
06:25:38.775 CallCtrl:nAnsweredCall [CM503002]: Call(55): Alerting sip:[email protected]:5060;user=phone
06:25:38.775 Extension:rintEndpointInfo [CM505001]: Ext.503: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [THOMSON ST2030 hw5 fw1.47 00-0E-50-4E-9B-CE] Transport: [sip:192.168.100.5:5060]
06:25:38.775 CallCtrl:nAnsweredCall [CM503002]: Call(55): Alerting sip:[email protected]:5060;user=phone
06:25:38.759 MediaServerReporting::SetRemoteParty [MS210002] C:55.8:Offer provided. Connection(transcoding mode): 150.101.48.69:9012(9013)
06:25:38.509 CallCtrl:nSelectRouteReq [CM503004]: Call(55): Calling: RingAll:800@[Dev:sip:[email protected]:5060;user=phone, Dev:sip:[email protected]:5060;user=phone, Dev:sip:[email protected]:5060;user=phone, Dev:sip:[email protected]:5060;user=phone, Dev:sip:[email protected]:5060;user=phone, Dev:sip:[email protected]:5060;user=phone]

The external extension is 525, which you can see is being called by the Ring Group. It doesn't appear in the rest of the log transmission, even though the extension actually rings.

Some assistance with this from 3CX would really be appreciated.

 

[cutty]

Thanks Matt.

We are already doing this, however our remote workers are software developers and have lots running on their machine, so the softphone via vpn is not ideal (choppy/unreliable audio). Hence our need to use hard phones.

 

[cutty]

Internet speed is fine. A conversation on the Thomson phone is very clear from the external site.

It's just that the calls cannot be answered.

 

[cutty]

I ask again - has anybody successfully gotten an external extension on 3CX to Answer and incoming call?

 

[ackrts]

We too are having a similar problem. We're running the latest version of 3cx and using a Grandstream BudgeTone 100 for testing on the remote side - (softphone worked in testing, but cannot be used for production environment). We tried with and without a firewall on the remote end. The hardphone can place calls, both internally and externally, but when someone calls that remote extension, the hardphone will ring, but when you pick up the receiver it never connects. The calling party remains on hold. All of the proper ports on the main office firewall seem to be open. Still researching.

Any other thoughts?

 

[archie]

External phone should have ability to resolve its external IP using STUN, and should use external IP in registration and outgoing requests.
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