No ring tone when calling externally

[seanrhudy]

We have one Yealink phone user that does not hear ringing when she makes an outbound call externally. Same thing happens when she uses speakerphone. On internal calls, she can hear the phone ringing. When the issue occurs, the call still connects and she can hear the other person and they can hear her fine.

I ran a trace on the Yealink phone and their support said the phone isn't receiving the SIP 180 ringing packet. 3CX is hosted in Azure with a site to site VPN.

 

[cobaltit]

So you said you have one phone having this problem. Are there more phones in that same location that aren't having the problem? 95% of the issues on here that aren't reading issues are networking issues. But if you have multiple phones in that location and that's the only one not working I'd factory reset it and re-provision.

 

[seanrhudy]

This location doesn't have many desk phones. I'm trying to confirm if other users are having the issue. I'll reset and re-provision if she's the only one. Thanks.

 

[JohnS_3CX]

Are you referring to the progress tone?

Have your user log into her webclient and make the call from there for comparison.

Make sure her headset and mic are setup correctly in the webclient settings, and that you are running in webclient mode (look at top right corner, ensure phone is not the selected calling device)

 

[seanrhudy]

Yes, the progress tone is the issue. I have more information. The webclient works fine. All other users in this location have the same issue. They didn't realize it because everyone else uses the webclient. I did factory reset this one user's phone and re-provision it, but same issue.

 

[seanrhudy]

Why would the progress tone work on the 3CX apps on the same network, but not on the phones?

 

[leejor]

The 3CX App (at least the Android App) had always behaved that way from day one. I have to assume that it does not await a 180 message before giving ringback, and was always the British type double ring.

 

[JohnS_3CX]

Hi Sean,

Please provide more information as per here:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/