No audio on W80DM

[carmen.leroux]

3CX PBX - 18.0.214
3CX assigned SSL certificate
W80DM on firmware - 103.83.0.90
W80B on firmware - 103.83.0.90
W56H phone firmware -
W52H phone firmware - 26.81.0.50

Provisioning Method - STUN
*No outbound/inbound traffic blocked on phone side
*Ports allowed on 3CX firewall
*SIP ALG turned off on Firewall
*Firewall checker on 3CX passes



Issue: Audio issues
1. Internal calls - works perfectly both ways
2.1 External inbound calls on W52H cordless - works perfectly both ways
2.2 External inbound calls on W56H cordless - does not work at all
3. External outbound calls (from both models) - no audio

Testing done:
-Tested using x2 different handsets
-Tested using an old W52P base station (audio works perfectly on the old base station with both of the handsets)
-Tested using different STUN ports (no change in outcome)
-Tested using a completely different PBX with the same W80DM and W80B and get the same results.
-Tested handsets on a different base and works fine. So established issue is not with handsets

 

[JohnS_3CX]

Hi,

Did you remember to enable "PBX Delivers Audio" on all the extensions that you provisioned on the W80 ?

 

[carmen.leroux]

Hi @JohnS_3CX

I did, and just double checked that it is indeed still enabled.

 

[carmen.leroux]

To add..

When I test these same handsets with the same extensions on a W52P base stations, it all works fine.

 

[JohnS_3CX]

1. Upgrade you W80 DM and Base firmware, its outdated and *maybe causing an issue (latest 103.83.0.109)

2. Then double-check the entire range of ports on your remote firewall is indeed correct (opened entire range from 14640 to 15640 inclusive)

3. Run the firewall checker, the PBX must also be able to have its entire range open from 9000 to 10999

4. If it still fails consider installing a small SBC to avoid the whole ports problem

 

[carmen.leroux]

Hi @JohnS_3CX

1. Where do you see 103.83.0.109? I have tried both the below links, I only see .90 which I already have installed.

https://support.yealink.com/en/portal/docList?archiveType=software&productCode=bc176c613f147734
https://www.yealink.com/products_48.html

2. All ports are open on Firewall as per screenshot



3. Firewall checker passes 100%


4. SBC is unfortunately not a solution for this client/setup

 

[NickD_3CX]

1. Where do you see 103.83.0.109? I have tried both the below links, I only see .90 which I already have installed.

https://support.yealink.com/en/portal/docList?archiveType=software&productCode=bc176c613f147734
https://www.yealink.com/products_48.html

Please check here in the "Software" section:
https://www.yealink.com/products_48.html

 

[carmen.leroux]

Thanks
Upgrading now, will test and advise once done.

 

[carmen.leroux]

Both DM and B updated, did not resolve the issue

 

[JohnS_3CX]

On the site where the W80 is installed, can you check that firewall's (or modem's) forwards there?

You should have

5095 (SIP UDP ports)
14640 to 15640 (RTP UDP Ports)
No SIP ALG enabled

 

[carmen.leroux]

Confirmed that SIP ALG is turned off both sides.

Not completely sure I understand what you mean with "firewall's forward there"?
There is no outbound/inbound traffic blocked on the router (on the W80 side)

 

[JohnS_3CX]

This should explain it a bit better. The remote firewall (where the phones are) needs to have port forwards too.

 

[carmen.leroux]

So to clarify, you want me to do a static IP and port forwarding?

 

[JohnS_3CX]

Yes - this is a requirement for reliable STUN operation.

Otherwise you are relying on the firewall/modem to do it for you, and it is not doing a good job so far by itself from what we saw together (cutting off audio).

 

[carmen.leroux]

The port forwarding did unfortunately not work. Just arranging to test this equipment on FreePBX to see if the issues are isolated to 3CX

 

[JohnS_3CX]

Hi Carmen,

I think you need to run a capture on the Yealink and on 3CX - at the same time and replicate a problematic call.

You need to see if 3CX sends the RTP audio at the destination IP and Port that the W80 includes in the INVITE or the 200 OK message.

If 3CX sends the audio as expected and it does not arrive (not seen at all in the W80 capture), then it's neither the fault of your phone or your PBX.

Without this evidence, even if it works in FreePBX, you will not know the "why" it works in one and not the other, and that will prevent you from fixing the root cause of the problem.

 

[carmen.leroux]

Thanks John, let me give it a go and see what I can come up with.