Solved External Users can't join conference - Invalid PIN Number

[Muky]

Hello everyone...

I have 3CX hosted on google cloud and it is ver 16.0.641.
I have Gateway (GoIP) with 4 sim cards that terminate to the C3X.
External users can reach to 3CX extensions without any issues.
We have one of the sim cards to be redirected to the conference (70) and they get there fine but the system prompts for them to enter conference ID and when they enter it, they get "Pin# invalid, please try again entering your conference ID"
From internal users, they can call the conference ext (70) and they enter the same conference ID and they're in.. listening to the music for 1st entry.

No DID linked to the conference.
Linking to the main DID to the conference did not change anything.

What am I missing?
I can't spot any errors from the logs - using the verbose mode.
How to troubleshoot this sort of issue?

Thank you in advance!

 

[JohnS_3CX]

The DTMFs are probably never delivered from your gateway to the PBX.

Try the following, setup an IVR (Digital Receptionist) and create some options.

Have someone from the outside call the IVR and see if they can press the options and be directed to the correct destination. If this test fails, then the conference server will also fail since the DTMF never arrives.

A capture on the PBX should indicate also whether DTMF events are ever sent through

 

[Muky]

Thank you JohnS. You're so right on the dot. The issue has been resolved on the gateway side and was related to the DTMF events.

Thank you again,

 

[JohnS_3CX]

Glad to hear, you're very welcome!