Solved New serviced office for existing company

[CraigSummers]

Hi,
We have an existing company that has opened up a branch office. Phones are provisioned fine and softphones working well.
When making inbound calls, the softphones ring fine, but then it is a 10-15 second delay until the desk phone rings and then that times out after maybe 2 rings.
Also unable to make outbound calls, it just goes dead, also unable to call other extensions from the desk phones.
Something to also note, the firmware we had to update manually as the server update requests we pushed to the handsets were not being received by the handsets.

I am on the verge of thinking it is all network-related, but the fact that the desk phone rings for a couple for inbound calls has got me double guessing myself.

Activity log shows: [CM503003]: Call(C:91): Call to has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5080
Verbose logs show:
24/08/2020 14:05:23 - CSTA: on info success: CSTA Recv 200/INFO from xx.xx.xxx.xxx:65481 tid=2ef83309d8be774d Call-ID=pW7gEQweNTHkaemJxm7osw..:
SIP/2.0 200 OK
Via: SIP/2.0/UDP 10.0.2.4:5060;branch=z9hG4bK-524287-1---2ef83309d8be774d;rport=5060
Contact: <sip:[email protected]:65481>
To: <sip:[email protected]:65481>;tag=1121003587
From: <sip:[email protected]:5060>;tag=e2fd3f4e
Call-ID: pW7gEQweNTHkaemJxm7osw..
CSeq: 12 INFO
Content-Type: application/csta+xml
User-Agent: Yealink SIP-T27G 69.85.0.5 805ec05066ef
Content-Length: 235

 

[Saqqara]

Please supply more info on the setup of the branch office

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[JohnS_3CX]

Hi Craig,

I'm leaning towards the same direction as you, because even though the call arrives it does not necessarily mean it can be answered or that audio will pass through if the correct network setup has not been arranged. Please follow the above link and provide all the necessary details so we can understand your setup. The provisioning method or way the phones connect to the PBX is the main point of interest so elaborate more on that.

 

[CraigSummers]

3CX Version, Enterprise 16.0.5.622
Server OS, Debian
Is the 3CX Server Hosted and where? Azure Hosted platform
IP Phone Make/Model/Firmware: Yealink T27G 69.85.0.5
Provisioning Method: STUN
Trunk Provider or Gateway Make/Model: Gamma
Has the Firewall Checker passed: YES
Are custom Phone Templates being used: NO

 

[AWS2P]

As you use STUN, how many phones do you use on each locations? if more than 2, an SBC is preferred way .
Did you set all prerequisite for STUN use on remote sites ?

 

[CraigSummers]

2 on new site, 3 on 1st site, everyone else uses softphone. Yeah, both locations are serviced office locations, which is always fun!

 

[Saqqara]

This is the 3CX supported way,

Each phone needs a different SIP / RTP ports
Fixed IP address (can be dhcp allocated)
Port forwarding on the router protecting the phone, so that the correct ports are forwarded to the correct phone

For example

Phone1 - sip port 5065 rtp ports 14000 - 14012
Phone2 - sip port 5066 rtp ports 14013 - 14025

As the offices are serviced, you are probably better off installing sbc, then you do not need to do the above

 

[JohnS_3CX]

Hi Craig,

As @Saqqara said, unless you define unique ports (SIP+RTP) in the provisioning, also forward those ports to the phones on the office firewall, then we cannot guarantee it will work as intended.

Since it is a services office, I imagine this will not be an easy task so you will almost certainly benefit from adding a small 3CX SBC to serve the phones and not bother with the firewall or the STUN ports. This will make the phones work via tunnel, just like the 3CX apps - a en extremely valuable tool when you do not have full control over the network.

 

[CraigSummers]

Typical, vendor didn't disable SIP ALG and all working now

 

[JohnS_3CX]

Glad to hear Craig, and if they give you trouble in the future give the SBC a shot and see how it works out