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No incoming audio after call connected

Discussion in 'Windows' started by zzyzxx71, Oct 16, 2012.

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  1. zzyzxx71

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    Greetings,

    I have a small beta-testing group of users for which the phone system is working great - the issue I'm having is 100% internal (no firewalls/routers involved) and only effecting 1 workstation (unfortunately mine).

    If someone calls me, the phone rings as expected, when I answer - I can't hear any incoming audio. The calling party can hear me, but I can't hear them.

    Similarly, when I call voicemail, it rings as expected, but when VM answers (call status goes to connected), I hear no incoming audio.

    I've updated audio drivers (it's a Dell Latitude E5520), and all iterations of the available devices for output devices within the softphone preferences.

    Any assistance is greatly appreciated.
     
  2. leejor

    leejor Well-Known Member

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    Given that it is internal, no firewall involved, I suspect that it is either...the audio ports being mis-directed, or a hardware issue on the PC. I take it that is is using the 3CX phone. Are you using an analogue headset? have you tried (for testing purposes only) using the built in speakers. Have you tried an USB headset (bluetooth?).

    Does the registration log (on the PBX) look correct (IP and port #) ?Does the log give any indication of problems?

    When you place a call, is there audio? Do you hear anything at all?
     
  3. zzyzxx71

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    Currently I'm using no headset at all - there is an mic built into the laptop.

    The laptop speakers work for ringing, but after that, nada.

    I have some headsets coming in shortly, and will try them as soon as they arrive.

    The logs don't log anything that looks out of the ordinary.

    All that being said, it used to work - but I can't recall anything in particular that was done or installed on this laptop around the time when it started to not work correctly.

    Here is a segment of the log for one attempt:

    16-10-2012 10:18:23.934 Leg L:2.2[VMail] is terminated: Cause: BYE from PBX
    16-10-2012 10:18:23.934 [CM503008]: Call(C:2): Call is terminated
    16-10-2012 10:18:23.931 Leg L:2.1[Extn] is terminated: Cause: BYE from PBX
    16-10-2012 10:18:08.780 [CM503007]: Call(C:2): VMail:9999 has joined, contact <sip:9999@127.0.0.1:40600>
    16-10-2012 10:18:08.776 [CM503007]: Call(C:2): Extn:6125 has joined, contact <sip:6125@172.16.2.123:53778>
    16-10-2012 10:18:08.774 L:2.2[VMail] has joined to L:2.1[Extn]
    16-10-2012 10:18:08.605 [CM503025]: Call(C:2): Calling T:VMail:9999@[Dev:sip:9999@127.0.0.1:40600;rinstance=c04a4d78bc6b7efd] for L:2.1[Extn]
    16-10-2012 10:18:08.551 [CM503027]: Call(C:2): From: Extn:6125 ("6125" <sip:6125@172.16.0.25:5060>) to T:VMail:9999@[Dev:sip:9999@127.0.0.1:40600;rinstance=c04a4d78bc6b7efd]
    16-10-2012 10:18:08.551 [CM503004]: Call(C:2): Route 1: from L:2.1[Extn] to T:VMail:9999@[Dev:sip:9999@127.0.0.1:40600;rinstance=c04a4d78bc6b7efd]
    16-10-2012 10:18:08.548 [CM503001]: Call(C:2): Incoming call from Extn:6125 to <sip:9999@172.16.0.25:5060>
    16-10-2012 10:17:54.349 Leg L:1.2[VMail] is terminated: Cause: BYE from PBX
    16-10-2012 10:17:54.348 [CM503008]: Call(C:1): Call is terminated
    16-10-2012 10:17:54.345 Leg L:1.1[Extn] is terminated: Cause: BYE from 172.16.2.123:53778
    16-10-2012 10:17:50.283 Currently active calls - 1: [1]
    16-10-2012 10:17:43.854 [CM503007]: Call(C:1): VMail:9999 has joined, contact <sip:9999@127.0.0.1:40600>
    16-10-2012 10:17:43.849 [CM503007]: Call(C:1): Extn:6125 has joined, contact <sip:6125@172.16.2.123:53778>
    16-10-2012 10:17:43.846 L:1.2[VMail] has joined to L:1.1[Extn]
    16-10-2012 10:17:43.614 [CM503025]: Call(C:1): Calling T:VMail:9999@[Dev:sip:9999@127.0.0.1:40600;rinstance=c04a4d78bc6b7efd] for L:1.1[Extn]
     
  4. leejor

    leejor Well-Known Member

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    Other than the port numbers changing to something other than the 5000 range, there isn't a problem that 3CX is seeing.

    So, this was working previously on this particular machine? I would wait until you have a headset, to use. it may be a hardware issue on the PC. The only way to confirm is to try a USB or analogue headset and see what happens.
     
  5. zzyzxx71

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    I tested with a standard headset (2.5mm jacks) in the docking station with the same result, I have some USB wireless headsets coming in, will try with those.
     
  6. zzyzxx71

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    Turns out all I had to do was undock my laptop. I hadn't undocked it in quit some time, as a last ditch attempt, I undocked it and attempted a call to VM and some of my coworkers - it worked as intended.

    I suppose I just needed to kick it.
     
  7. leejor

    leejor Well-Known Member

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    Sometimes it's the simplest things...
     
  8. zzyzxx71

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    Actually this is now becoming a larger problem. I've received my new headset, and after a day it's doing the same thing. Oddly enough 3CXPhone appears to behave exactly how it should, it mutes all other audio whenever I attempt to make a call, I simply get no incoming audio once the call is established.
     
  9. leejor

    leejor Well-Known Member

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    It still sounds like an issue on that PC, hardware or software.
     
  10. Earthling

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    Hi,
    I have exactly the same problem on my self-build PC.
    Gigabyte GA-Z77-DS3H, Intel i5, 8GB memory, SSD sys disk, on-board sound, HD4850 vid card, Windows 8 Pro 64bit.
    BIOS & all Windows patches are up to date.
    3CX worked once but now I can dial ok & be heard by the receiving caller but I cannot hear them. Oddly, I can hear the ringing tone but sound cuts out when answered.
    3CX reports no problems & all looks OK in the log. I've tried re-installing.
    I've used head phones from audio out and mic from a LifeCam Cinema HD and also tried a USB Lifechat LX300 headphone & mic.
    I have currently run out of ideas.
    I've installed an alternative VOIP software, SJPhone, that works OK but I prefer the functionality & ergonomics of 3CX though.
    Is there anything else I can try?


    Thx
     
  11. Earthling

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    Re: No incoming audio after call connected - possible resolu

    Hi,
    I seem to have resolved the problem by going into "Accounts / Edit" .....
    My Location - Specify the IP of your PBX/SIP server.
    the default is "I am in the office - local IP" & in the data field is the address of the SIP service of my ISP, Plus.net (highly recommended ISP).
    I changed this to "I am out of the office - external IP" - same SIP address in the data field - all is now OK.

    A bit confused as to why this should work but who is complaining. Hope this helps.

    oops now read http://www.3cx.com/VOIP/ip-phone-help/Voip-provider.html where all is explained
     
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