Hi There Can you provide more details about your setup? The brand and model of the Gateway, handsets and also the version of 3CX you are using? If you are not using a supported PSTN gateway this may be the cause of your problems. The Virtual Extensions are just that - Virtual. They are used to provide a way for incoming and outgoing calls to be routed by 3CX to the gateway. You would need to add DDI's (or DID's) to the gateway so you can set an incoming rule to forward the incoming call to the correct extension. The PSTN gateway is designed to allow you to receive incoming and make outgoing calls from your existing PSTN lines. You should not have any analog handsets plugged into the gateway - if you need this configuration you need an ATA for each of your existing analog (PSTN) phones instead. Have you read the manual? This is directly from it: PSTN line configuration overview Just as it is necessary to configure a phone to register with the phone system, it is necessary to configure the VoIP gateway or card to register its lines with 3CX Phone System. Each port gets a SIP user ID & Password, and to the IP PBX, the PSTN line appears just like any other SIP extension. In the next sections we will now describe step by step how to configure a VOIP Gateway for use with 3CX Phone System. Definitions In this manual and in the 3CX Phone System Management Console a number of terms are used: Port – a port is a physical port on a gateway or VoIP card. In the case of an analog line, one port equals one PSTN line. In the case of BRI ISDN, one port is 2 PSTN lines, and in the case of E1 or T1 ports, each port represents 30 and 23 lines respectively. Virtual Extension Number – this is an extension number assigned to a port. This virtual extension number is used by the port, together with the authentication ID and the authentication password, to register with 3CX Phone System. Port identification – this is a field used to identify the port. You can enter the PSTN line number here, or simply a text string such as ‘sales’ Step 1: Create the PSTN gateways in 3CX Phone System The first step is to create the PSTN gateway in the 3CX management console. 1. In the 3CX Phone Management console menu click on Add > PSTN Gateway. 2. In the name field, enter a friendly name for the VOIP gateway. Now choose the gateway model that you are using from the list. If it is not listed, select generic. Note that we will not be able to support you in using this gateway. Now click “Next”. 3. Enter the host name or IP of the VOIP Gateway in the ‘Gateway Hostname or IP’ field, and specify the SIP Port on which the gateway is operating. By default this is 5060. 4. Specify the number and type of ports the gateway supports, i.e. analog, BRI, PRI or T1. This will set up one account for each port and enable the corresponding number of calls/lines for that account. An analog line supports 1 call; a BRI port supports 2 calls, an E1 (PRI) 30, and a T1 (PRI) 23. For example, if you specify 1 * T1 port, it will create one SIP account which can handle up to 23 calls. If you wish to have each line individually addressed, simply select 23 * Analog lines. The other options, such as Registration Settings, Other options etc. have been preconfigured for your gateway model and do not need to be changed. Click Next to go to the next screen. 5. Click Next. The individual lines/ports will be ‘created’ and displayed in a columnar format. Virtual extension number – In effect the VOIP Gateway “converts” each line/port to an extension, so that the phone system can receive and forward calls to it. The virtual extension number is a number assigned to it by 3CX Phone System so that it can address it as an extension. There is no need to change this field. Authentication ID & Password: These values are used to authenticate the ports with 3CX phone system. These values must match the settings configured in your gateway! By default the ID and password have been set to the Virtual extension number. Channels: The Channels field allows you to specify how many simultaneous calls this port supports. An analog line supports 1 call; a BRI port supports 2 calls, an E1 (PRI) 30, and a T1 (PRI) 23. If you prefer to address each line individually, you can create additional SIP accounts and change the number of channels supported by each account to 1. Note that your VOIP Gateway must support this – especially higher density VOIP Gateways are easier to configure if you use one account for all lines connected to a port. Port Identification – This field specifies the actual PSTN phone line number and is used for identification purposes only. Inbound Route: If the port will receive inbound calls, you can specify to which extension, ring group or digital receptionist a call must be routed. 6. On the next page, you will be asked for a prefix so as to create an outbound rule for this device. Enter the dialling prefix in the “Calls to numbers starting with (prefix)” text box. To make calls via this gateway, precede the number to be dialled with this prefix. Click Finish to create the lines. You can change line options of lines that have been created by going to the Lines node.