HELP! Pick up 1 extension disconnects all others

[eprivatehire]

3CX V11
Cisco SPA504G
Draytek Vigor 2800

We have 5 external extensions and occasionally when a user picks up one extension it mutes all other users, the caller can hear us but we cant hear them and only a reboot of the router fixes the problem.

We have changed the ports for each device to use separate ports, eg, 5060, 5061, 5062 etc. but this doesn't make any difference.

The 3cx server is remote.

Thanks in advance.
Simon

 

[leejor]

When you have a number of remote devices, all behind the same router (depending on the router make/model) this sort of behaviour can occur. The router is not keeping track, properly, of the audio ports used by each device. Each set should be assigned a different port number (5060 range, for signalling) but the audio ports are in a different range altogether.

You can try a different router, or, you can run the 3CX Proxy Server on a PC at that location.

 

[eprivatehire]

Thanks for the reply.

We chnaged all ports to sequential starting at 5060/1/2/3 etc and so far so good.