No Inbound Audio For Overseas User

[Basaran]

Hello,

My boss is currently visiting Turkey & Spain. He is using 3CX app on his Apple IPhone 6S. Normally when in the USA the app works flawlessly and he has no issue at all. When he arrived overseas he tried calling me in the office via my internal extension. He could could hear me but I couldn't hear him. If he calls external numbers he has the same issue. He has tried calling while on wifi and a data connection.

Our 3CX is hosted on a VPS from OVH in their Beauharnois (BHS) Canada facility. For testing purposes I have turned off the firewall. I had him change the External PBX ip from the FQDN to our static IP. Turn off/on 3cx tunnel, turn off/on PBX Delivers Audio, changing the codec order.....nothing has helped. I do see in the log there is an error during the call Cause: 487 Request Terminated/INVITE

05/09/2018 2:03:19 PM - Leg L:154.4[Extn:500] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5488
05/09/2018 2:03:19 PM - [CM503003]: Call(C:154): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5488
05/09/2018 2:03:18 PM - Leg L:154.3[Extn:500] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5080
05/09/2018 2:03:18 PM - [CM503003]: Call(C:154): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5080
05/09/2018 2:03:18 PM - [CM503007]: Call(C:154): Extn:500 has joined, contact <sip:[email protected]:9984>
05/09/2018 2:03:18 PM - [CM503007]: Call(C:154): Extn:502 has joined, contact <sip:[email protected]:53014>
05/09/2018 2:03:18 PM - L:154.2[Extn:500] has joined to L:154.1[Extn:502]
05/09/2018 2:03:14 PM - [CM505001]: Endpoint Extn:500: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX Push Service] PBX contact: [sip:[email protected]:5060]
05/09/2018 2:03:14 PM - [CM503002]: Call(C:154): Alerting Extn:500 by contact <sip:[email protected]:5488>
05/09/2018 2:03:14 PM - [CM505001]: Endpoint Extn:500: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Yealink SIP-T42G 29.82.0.20 0015655941e3] PBX contact: [sip:[email protected]:5060]
05/09/2018 2:03:14 PM - [CM503002]: Call(C:154): Alerting Extn:500 by contact <sip:[email protected]:9984>
05/09/2018 2:03:14 PM - [CM505001]: Endpoint Extn:500: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CXPhone for Android 15.5.340.360] PBX contact: [sip:[email protected]:5060]
05/09/2018 2:03:14 PM - [CM503002]: Call(C:154): Alerting Extn:500 by contact <sip:[email protected]:5060>
05/09/2018 2:03:14 PM - [CM503025]: Call(C:154): Calling T:Extn:500@[Dev:sip:[email protected]:9984,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5488;rinstance=b51ec667d5b31f4b] for L:154.1[Extn:502]
05/09/2018 2:03:14 PM - [CM503025]: Call(C:154): Calling T:Extn:500@[Dev:sip:[email protected]:9984,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5488;rinstance=b51ec667d5b31f4b] for L:154.1[Extn:502]
05/09/2018 2:03:14 PM - [CM503025]: Call(C:154): Calling T:Extn:500@[Dev:sip:[email protected]:9984,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5488;rinstance=b51ec667d5b31f4b] for L:154.1[Extn:502]
05/09/2018 2:03:14 PM - [CM503027]: Call(C:154): From: Extn:502 ("User Name" <sip:[email protected]:5060>)  to  T:Extn:500@[Dev:sip:[email protected]:9984,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5488;rinstance=b51ec667d5b31f4b]
05/09/2018 2:03:14 PM - [CM503004]: Call(C:154): Route 1: from L:154.1[Extn:502] to T:Extn:500@[Dev:sip:[email protected]:9984,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5488;rinstance=b51ec667d5b31f4b]
05/09/2018 2:03:14 PM - [Flow] Call(C:154): has built target endpoint: Extn:500 for call from L:154.1[Extn:502]
05/09/2018 2:03:14 PM - [Flow] Target endpoint for 500 is Extn:500
05/09/2018 2:03:14 PM - [CM503010]: Call(C:154): Making route(s) from Extn:502 to <sip:[email protected]:5060>
05/09/2018 2:03:14 PM - [CM505001]: Endpoint Extn:502: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CXPhone for iPhone 15.5.14.381] PBX contact: [sip:[email protected]:5060]
05/09/2018 2:03:14 PM - [CM500002]: Call(C:154): Info on incoming INVITE from Extn:502:

Invite-IN Recv Req INVITE from XX.XX.XXX.XX:53014 tid=PjTtKp.gF1IBxXwsvcNwMuCI50s9ORAFPx Call-ID=kkoa9Xovmj4BRQKvF9g4cqrEs9c9VU3WsHD:
INVITE sip:[email protected]:5060;tag3cx=q6thnip0 SIP/2.0
Via: SIP/2.0/UDP XX.XX.XXX.XX:53014;rport=53014;branch=z9hG4bKPjTtKp.gF1IBxXwsvcNwMuCI50s9ORAFPx
Max-Forwards: 70
Contact: <sip:[email protected]:53014;inst="FC3469";rinstance=0-qlgzj50wusb0adwlatjhrpxll3yojvfl;ob>
To: <sip:[email protected]:5060;tag3cx=q6thnip0>
From: "User Name"<sip:[email protected]:5060>;tag=WOKgBVw86WNu3haMSp-.H3sYPoIYMwwU
Call-ID: kko9XovmjBRQKvF9g4cqrE9c9VU3WsHD
CSeq: 25019 INVITE
Session-Expires: 1800
Min-SE: 90
Allow: PRACK, INVITE, ACK, BYE, CANCEL, UPDATE, INFO, SUBSCRIBE, NOTIFY, REFER, MESSAGE, OPTIONS
Content-Type: application/sdp
Proxy-Authorization: Digest username="s40zt7568d",realm="3CXPhoneSystem",nonce="414d5gr43595af337e223341:cab3157534e512ba925a720916596e65",uri="sip:[email protected]:5060;tag3cx=q6thnip0",response="f6bf8f974aef8da343f314816dace3bf4547",algorithm=MD5
Supported: replaces, 100rel, timer, norefersub
User-Agent: 3CXPhone for iPhone 15.5.14.381

Content-Length: 357
v=0
o=- 3734877800 3734877800 IN IP4 192.168.1.85
s=pjmedia
b=AS:84
t=0 0
a=X-nat:0
m=audio 4000 RTP/AVP 3 18 0 8 101
c=IN IP4 192.168.1.85
b=TIAS:64000
b=AS:84
a=rtcp:4001
a=sendrecv
a=rtpmap:3 GSM/8000
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-15


05/09/2018 2:03:14 PM - [CM503001]: Call(C:154): Incoming call from Extn:502 to <sip:[email protected]:5060>

Any ideas would be greatly appreciated. Please let me know if you require any additional info.

 

[leejor]

The fact that there is the same issue, when using the Tunnel option, suggests something other than a network "blockage" somewhere, as the tunnel routes all voice packets (along with messaging) over one port.
The fact that it has the same issue on both Wifi and a data network also suggests this.

If i had to guess, I'd first confirm that the microphone, of the handset is working. Can they send DTMF tones, from the keypad that can be heard? Have they tried using the 3CX phone, running on a laptop?

 

[craigreilly]

I've had hotel WiFi block a bunch of stuff before - especially the free service. Not sure if that is the case here.

 

[Basaran]

I've had hotel WiFi block a bunch of stuff before - especially the free service. Not sure if that is the case here.

I was thinking that originally but it has happened in multiple locations and he has a data plan on his phone.

 

[Basaran]

The fact that there is the same issue, when using the Tunnel option, suggests something other than a network "blockage" somewhere, as the tunnel routes all voice packets (along with messaging) over one port.
The fact that it has the same issue on both Wifi and a data network also suggests this.

If i had to guess, I'd first confirm that the microphone, of the handset is working. Can they send DTMF tones, from the keypad that can be heard? Have they tried using the 3CX phone, running on a laptop?

Thanks for the suggestion. I will look into this now.

***UPDATE*** Calling is working from the laptop so it is definitely an issue with the phone itself. Thanks for the suggestions.