No External Calls on TalkTalk

[StartPlus]

As most people we have a number of users working from home at the moment.

We use Yealink T46 phones, most users are okay but one of the phones is on a home broadband TalkTalk connection, internal calls work fine but cannot receive any external calls and call transfer doesn't work.

Can’t find any way to contact TalkTalk.



Anyone come across this before?

Thanks

 

[Alphabetic]

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

Can they make external calls?

Try a trace from the PBX and see what happens. You could even run a trace on the handset.

Call transfer in which direction?

 

[leejor]

Not a great deal of information to go on.

I'm assuming that the home user with the issue has their phone set to use STUN (or it should be). Some routers,especially those supplied by providers, don't play well with SIP, don't allow you to make any routing/port forwarding changes, and may be equipped for local SIP phones, therefore making use of ports that the 3CX extension is attempting to use.

 

[StartPlus]

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

Can they make external calls?

Try a trace from the PBX and see what happens. You could even run a trace on the handset.

Call transfer in which direction?

Cannot receive incoming external calls.
Internal calls work fine.
Calls to external numbers work fine.

Sorry to be thick but How do I run a trace in 3CX?

 

[Alphabetic]

It sounds like a firewall issue on phone end - what router is it?

the link i sent you above was for more info by the way, i suggest you click it pls and fill it out.

Log in to the management console and from there press activity log > Capture

make a test call in and stop it.

Would be good to get one from the phone too, to see if the phone receives the SIP invite.

 

[leejor]

Check the 3CX Activity Log, to see if the set, has registered with a private IP, or the public IP of the router. If it has registered with it's private IP, then STUN has probably not been set up, on the phone, or has been set up incorrectly.

 

[fincomp1]

We had this today and on the router disabling SIP ALG corrected the problem.

 

[leejor]

Cannot receive incoming external calls.

...and what error, in the Activity Log, do you see, when this happens? Compare with an internal call..