No audio on calls in remote office.

[daniel rochfort]

Hi,
I am having an issue with one remote phone not receiving audio. 3CX is running in Lightsail, and the company has one main office with no issues, and one user who works in a shared office. The remote user has a Yealink T44U (router phone) which connects directly to the PBX. The phone provisioned, but there is no audio in or out. I do not manage the firewall in the shared office, but I'm guessing it's being blocked on that? If so, what ports would need to be opened?
Thanks in advance,
Daniel.

 

[KyriacosS_3CX]

Hi,

Is the phone provisioned/connected as a router phone? If yes then there should in general not be an issue. Do also try the "audio delivered by pbx" option, in case some VPN or other solution they are running makes the phone thing it's talking locally with other devices.

Best,
K.

 

[daniel rochfort]

Sorry I meant to say the phone is connected as a router phone. It can make and receive calls, it rings correctly, but there is no audio.
Should all extensions have the "PBX delivers audio option", or just the extension with issues?

 

[KyriacosS_3CX]

That option sometimes solves problems, should only be needed on the problem extension. It forces audio to go through the PBX adding load and sometimes audio delays that might not be necessary.