Solved Grandstream GXP2170 not ringing/saying initial prompt

[Ivanb10]

I have an issue with Grandstream GXP2170 not ringing after dialing outbound number. I dial a number and let it ring automatically but I never hear the ringtone. In addition, while I was testing, I called a number that has an IVR and I cannot hear the IVR. Phone is on version 1.0.11.35. I know there is an update for it but 3cx says .35 is the most up to date one.
Also when I try to dial a number while the phone is not picked up, it does not automatically go to speaker to hear the dial.
Is there anyone that can help me?

 

[leejor]

Do you initially hear dial-tone? Does it go to fast busy, after dialing, or just dead? Do you hear dial-tone when you initiate that call on the speakerphone?

Is the set local to your server, or is it behind an SBC, or using STUN?

Does the 3CX Activity Log sow that calls reaching the PBX?

The extension is showing as registered in 3CX, correct?

Is it just this one phone?

 

[JohnS_3CX]

Hi Ivan,

That depends on a number of factors. Firstly though, call an internal extension and see if you hear the progress tone during internal calls.

If internal calls work fine, but external calls have this issue, then you might be having an issue with your trunk.

Also, please read the below post and provide us with details so we can better understand your system setup:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[Ivanb10]

@leejor I do hear the dial-tone before putting the number in and after it goes dead. The speakerphone does the same thing. It is behind and sbc. The activity log does show the call and the extensions is registered. This is the only grandstream we have on the network. The other are yealinks and they work fine.

@JohnS_3CX Internal calls are getting the ringtone. However, the yealinks are fine. The only one that does not work is the grandstream. Is there a setting I need to check in the grandstream or 3cx?

 

[JohnS_3CX]

Please provide more information about your setup
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[Ivanb10]

I provisioned the Grandstream via Plug'n'Play.

• Enterprise Annual 18.0 Update 2 (Build 314)
• Debian GNU/Linux 10 Buster
• 3cx server is hosted in AWS Lightsail
• Grandstream GXP2170 Version 1.0.11.35
• Provisioned via SBC
• Flowroute SIP Trunk
• Firewall Checker is passed
• Custom phone template is not being used

 

[JohnS_3CX]

Ok let's try the following:

1. Factory reset on of your GXP2170 phones
2. Delete it from the existing extension, and reprovision it from your management console to a brand new extension
3. Once it comes back online with the new extension, make an outbound call to see if the problem persists
4. If yes, immediately make an internal call too and confirm that internal calls still generate a progress tone

If you can replicate the issue after this, please let me know and I will advise you on what to do next.

PS: Do not change any of the settings of the new extension, it's important we keep everything default for the test

 

[Ivanb10]

Okay that worked. Thanks!

 

[JohnS_3CX]

Great news! Keep an eye on it for the next couple of days to see how it goes.