No audio on out/inbound calls from apps, IP phones are OK

[1rex]

Hello,
I got a little stuck with this problem. Our company have been using 3CX for years. Now we also wanted to start using apps (iOS/Android/Windows). But we get no audio on outbound and inbound calls made from/to apps (I have tried all of them iOS, Android, Windows).

I'm experiencing these symptoms:

• Out/inbound calls from IP phones (Cisco SPA504G and Linksys SPA942) have no audio problems.
• Calls between apps, between apps and IP phones have no audio problems. Doesn't matter if the app is on LAN or WAN, both works.
• When making outbound call from app (or receiving inbound call), the call is connected, but I can't hear the other side and the other side can't hear me. BUT tone dialling works - when I enter a number on the app keypad during the call other side can hear it.
• It makes no difference if the app is on LAN or WAN

3CX Version: Standard Annual 16.0.676
Server OS: Win 10, local
Gateway: 2N VoiceBlue Lite (local)
Firewall Checker passed: YES/NO - ports 9000 - 10999 are closed, but we don't use remote extensions

For me it sounded like a codecs problem but the codec settings are the same for IP phones and apps. I also tried to change them but no difference. Also tried same settings for phone provisioning and options tabs under extensions. Again no difference. Call recording is off.

I'd be grateful for any help.

Thank you.
Michal

 

[leejor]

I would first check the Activity log for one of the calls. Is the call staying internal, on your network, or is it routing out, then back in? Have you tried calls with the phones 3/4G connection disabled, to force that call onto the local LAN?

 

[Clément Rousseau]

Have you the same issue with webclient or pc softphone ?

 

[craigreilly]

What happens if you do open the ports? I have been using 3cx since v9 and always open the Firewall Ports required, even if I do not have any external extensions.

 

[1rex]

Thanks for all the answers!

I would first check the Activity log for one of the calls. Is the call staying internal, on your network, or is it routing out, then back in? Have you tried calls with the phones 3/4G connection disabled, to force that call onto the local LAN?

Good idea, after office hours I will try to disable internet connection for whole network, so the calls are forced to stay on local LAN.

Have you the same issue with webclient or pc softphone ?

Yes, same problem with iOS, Android, 3CX client for Windows and Web client.

What happens if you do open the ports? I have been using 3cx since v9 and always open the Firewall Ports required, even if I do not have any external extensions.

I have tried it today but it makes no difference.

 

[3C Technology]

Have you got PBX delivers audio checked on the trunk ?

 

[1rex]

Have you got PBX delivers audio checked on the trunk ?

No I haven't and that solved the problem! Neither the IP phones (in extension tab) nor the trunk had that option checked (and it worked like that for the IP phones). So I had to check PBX delivers on the trunk and on the apps extensions.

Thank you so much!

SOLVED, thanks everybody for help.

 

[Alphabetic]

Have you done a wireshark and then tried to listen to the audio back? Surely that's a good place to start.