Solved Internal call to queues no audio after update to V16

[dustycr]

Hello,

after the update to V16 no audio is transmitted when calling a queue from internal. External calls which get redirected to a queue work without problems.
When i call a queue number from internal i hear the waiting music but when someone picks up i dont hear any voice.

Firewall checks looks good beside some port mappings.

Trunk Provider: Sipgate
OS: Linux Debian 9
Version: 16.0.1581 Professional Perpetual

Thanks in advance

 

[dustycr]

Okay i got news.

The audio starts to get transmitted after i put the other person to hold for some seconds.

Phones: SNOM 760 / D765 -> FW: 8.9.3.88

 

[Saqqara]

According to this list you should be running 8.9.3.96

https://www.3cx.com/support/phone-firmwares/

 

[dustycr]

Hello,
yes for the SNOM D765 we run 8.9.3.96 / SNOM 760 we run 8.9.3.88

 

[ldehu]

Hello,

I have the same problem after the upgrade. I use a the snom D785 phones on fw 10.1.27.1

I use a Patton SmartNode 4120

 

[YiannisH_3CX]

Hello @dustycr

If the issue is only with internal calls then a little more information regarding the PBX setup is required. It the PBX local to the phones? Are the phones provisioned as local? Are the PBX and phones in the same subnet? Are you using the default 3CX templates?

 

[YiannisH_3CX]

have the same problem after the upgrade. I use a the snom D785 phones on fw 10.1.27.1

I use a Patton SmartNode 4120

Is the issue also with local calls to Queues? Are external calls ok? Can you also provide some information regarding your setup?

 

[ldehu]

I have the same issue, tis is on 2 client sites with snom phone (latest firmware)

We have the problem on external calls to. On of the clients is working with a local version of 3cx V14 on a Linux the other client is working with a google VM version

 

[YiannisH_3CX]

On of the clients is working with a local version of 3cx V14 on a Linux the other client is working with a google VM version

I presume you mean V16 as there is no V14 for linux. Do you experience the same issue is you use a 3CX client or another phone brand? Also do you pass the firewall checker successfully?

 

[ldehu]

I presume you mean V16 as there is no V14 for linux. Do you experience the same issue is you use a 3CX client or another phone brand? Also do you pass the firewall checker successfully?

The version is V16, my bad!

 

[dustycr]

Hello,

the phones are provisioned local and are in the same subnet. We use a custom template but only changed the logo, nothing else.

 

[YiannisH_3CX]

Is the issue occurring only with Queue calls or with all internal calls? Try the echo test service by dialling (usually) *777 and see if you have 2 way audio. If you do then you will be able to listen to your self.

 

[ldehu]

In my cases is the phone perfectly working if I'm not use a call queue. I can make calls and receive calls from direct numbers but not from a queue

If I change the incoming rule to dial direct the internal number instead of the queue then everything is working.
In the one case I changed the queue of the client with a ring group (temp) and everything is working (temporally).
The problem was with 2 snom D785 (one with firmware 10.1.27.1 and one with the firmware of the snom site 10.1.33.33)
The other snom they have a Snom 715 does not have the problem.


With the other client we made the change (temp) to call direct to an extension instead of the call queue and the problem was solved (temporally)
This is with som wireless phones with a M700 and M25 with the latest firmware!

Both of the clients are using stock phone templates

 

[StefanW]

guys, when you are on v16, there are big improvements on queues (one is this 0.2s gap of audio at start). However you must have the latest templates and firmware applied on the phones! Plz update firmware and download latest snom template in the PBX and reprov the devices and let us know!

 

[ldehu]

Hello StefanW,

I have (I think) the latest firmware on the phones (D785 firmware 10.1.27.1 Even have one with the snom original firmware 10.1.33.33 ) and installed all the updates of the 3cx (templates)
Can I manual update the templates?

I did already a reprovisioning on the phones

 

[StefanW]

after you imported the latest templates, you must reprovision the devices from the phone page
Current firmware to be used in v16 is here: https://www.3cx.com/support/phone-firmwares/

 

[ldehu]

Where Can I find the latest Templates please?

The phone is already on the firmware version you suggested

 

[NickD_3CX]

Where Can I find the latest Templates please?

The phone is already on the firmware version you suggested

If you have upgrade to V16, the latest default templates should already be installed. To me a favor. Try provisioning one the snom phones that is having the problem with the default template.
Remember, your custom template isn't updated between service packs!
If that still doesn't work, try factoring resetting the same phone and reprovisioning with the default template.

If that works, all you need to do is re-customize your template based on the new default one (...or buy an Enterprise license where you change the logo anyway... )

 

[ldehu]

If you have upgrade to V16, the latest default templates should already be installed. To me a favor. Try provisioning one the snom phones that is having the problem with the default template.
Remember, your custom template isn't updated between service packs!
If that still doesn't work, try factoring resetting the same phone and reprovisioning with the default template.

If that works, all you need to do is re-customize your template based on the new default one (...or buy an Enterprise license where you change the logo anyway... )

I'm using the default template and dit a factory reset

 

[NickD_3CX]

I'm using the default template and dit a factory reset

Sorry, I confused you with "dustycr". Have you tried enabling "PBX Delivers Audio" for your extensions? You can find this in the Extensions Settings in the Options tab.

Hello,

the phones are provisioned local and are in the same subnet. We use a custom template but only changed the logo, nothing else.

Do me a favor. Try provisioning one the snom phones that is having the problem with the default template.
Remember, your custom template isn't updated between service packs!
If that still doesn't work, try factoring resetting the same phone and reprovisioning with the default template.