No incoming audio when calls connected

[Tytek]

Hi guys,

I am having a strange, strange issue. Since Monday 12/07 - one of my clients is having a problem of not being able to hear anything when their calls are connected, whilst answering on their windows 3cx app (keep in mind they can hear it ring). The things I have tried:
- All is fine when dialling from the phone app and the webclient
- re-provisioning phones

The 3CX windows client is running on 16.3.0.220. I have provisioned the extensions on two different laptops, and it's the same problem. Both 3cxs windows apps are running on the same version.

any help would be appreciated.

 

[ChrisC_3CX]

To first better understand the situation:

• What version 3CX are you running? (Check under Dashboard >> Information >> License)
• Is the PBX hosted or on premise?
• Are the affected 3CX Window Apps local to the 3CX PBX?
• In the 3CX Windows App, if you go to Settings >> Audio Options, can you see the audio devices correctly, are they selected?
• You say they cannot hear anything, does the other side hear them?
• Does this happen also with other clients/endpoint, like the Mobile Apps or IP Phones, or only with the Windows App?
• If from one of the 3CX Windows client apps you dial *777 and you talk into the mic, do you hear your voice back? (this is the Echo Test Extension)

 

[Tytek]

Running version of 3cx is 16.0.9
the PBX is on premise.
The affected windows apps are local to the 3cx pbx, and when the laptop is connected to the outside network - it works, which I would assume that's my issue, but I have no idea how to fix it...
Audio options are OK, 100%
I cannot hear them, they can hear me fine.
Only happens with windows app.
No, I can't hear myself.

EDIT*: May I add that the server does not have a local ip (192.168...), it is just exposed to the external network, with a public IP.

 

[ChrisC_3CX]

EDIT*: May I add that the server does not have a local ip (192.168...), it is just exposed to the external network, with a public IP.

I'm fairly certain this is your issue. If you'll be using Local clients, you'll definitely need a Local Interface with a Local IP on the PBX.

 

[Tytek]

I'm fairly certain this is your issue. If you'll be using Local clients, you'll definitely need a Local Interface with a Local IP on the PBX.

To elaborate on my edit. Client is not connected directly to the local network where 3cx is, rather, their requests are sent out to the "web" and then come back from outside back in using the FQDN/External IP.

 

[ChrisC_3CX]

I see, is the PBX using a different Public IP than that used by the PCs when accessing the Internet? If yes. is this the same firewall with two WAN ports or two different firewalls?

In theory the PC's should've been able to contact 3CX as if they are remote though this sounds like it has something to do with the network configuration and the fact that you move the PCs to a different network and work further confirms this.

Try enabling "PBX delivers" under "Troubleshooting" in the "Options" tab for these extensions and let me know if anything changes.