Inbound calls not ringing on Yealink phones but ringing only on 3CX app

[Lint]

Hello,

We are having a similar issue to this person where 2 people (that we know of) can not phone us. https://www.3cx.com/community/threads/inbound-calls-not-ringing.65729/

However I didn't have the Inbound parameters box ticked that corrected the previous persons issue.

Similar to the previous person it it comes up in the call log as a "Not Answered" call but none of the main phones ring. What was different to the previous poster was the 3CX app on a mobile did ring.

I was thinking it may be a codec issue or some other issue, I have got the logs but can't see anything but dont really know where i should be looking so just wanting some help / advice.

Cheers and thanks for the help

Lint

 

[Lint]

• 3CX Version,. Standard Annual 18.0.237
• Hosted in AWS
• Yelling T54W and t53W
• Provisioning Method: SBC (RPI)
• Trunk Provider Aussie
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[VasilisV_3CX]

Hi @Lint,

What is the call flow in this scenario? Call comes in >> Trunk routes it to where? A ring group? An extension? (describe how it is set up - extension 101 is provisioned to Yealink T54W and has provisioned to a mobile client too etc etc)

When you say two people can't call you, the call does arrive on the mobile client for both?

Are the calls routing to the same extension? If yes, do all other external calls make it to the Yealink of that extension?

 

[Lint]

The VOIP provider see’s the call on their logs being passed onto our PBX via the trunk. Our phone number is setup to call a ring group all at once made up of 5 yealink phones and one mobile so wherever we are in the building we can pick up.

For one client when they call it hits the Ring group 01 on the call log and only the mobile phone that is its own extension in the RG rings. With none of the yealink’s extensions calling.

We have it set to call all at the same time, not Round Robin.

I am not sure about the other client because they stopped calling us because we never answered (they just sms and email)

The ring group appears to work for other clients with all the physical extensions ringing, however I don’t know about new clients because we may just be missing their calls.

I just happened to have one of the clients in the office today and got him to call, tied with and without wifi calling enabled and he recently changed telephone provider so that is not it.

For reference we only really turn the mobile off silent after hours but I was just checking all the phones as he called.

My gut feeling tells me it is a codec issue because the 3CX app may use different codecs, but it also could be something with the SBC because the mobile phone is not connected to the SBC.

No idea why it just doesn’t work with these peoples particular numbers (I checked we are not blocking any numbers) and we get 50-100 calls to the same number being passed through this VOIP>>Trunk>>RG every day without a hassle.

 

[VasilisV_3CX]

Hi @Lint,

To test, can you route the inbound rule to an extension (with an attached IP phone) rather than the Ring Group? Make a call externally to the PBX, does the phone ring?

 

[Lint]

It rings with either the ring group or single extension as DID from my mobile as well as my families, it is a bit hard to test with the patients mobile phone calling in (because he is not around)

 

[Lint]

Here is the corresponding call long form the other day when he was in the clinic and I got him to call from his mobile, both times it wasn't ringing on the phones but only our work mobile rang. As I said for most people it is fine but there have been 2 that we know of that have had this problem, and as I dont have a phone that has the problem it is a bit hard for me to reproduce other then when they come in. The e164 processing looks ok and it has his CAD and name coming up in the system, just not ringing on the yealink's

 

[NickD_3CX]

In my opinion, what you could do is Factory Reset all the phones on the premise because you never know what they may have done on the phone.
Don't forget some of these phones have "auto-reject", "ignore mode", etc... features, so they may have accidentally enabled something like that.

Factory reset them all (not just reprovision though....) and at least you can cross that off the list.

 

[leejor]

Have you looked at the Activity Log, and compared a working incoming call, ringing all the sets, with one from the numbers where some sets do not ring? The reason it's not working may show, in there.

You might also have them block their phone number, and see if the call goes through properly. If it does, that would indicate that it is an issue caused by their specific caller ID.