No Ringing on External Calls When Using Desk Phone

[jeffwincnc]

Hello,

I've got a problem where when calling an external number using a Yealink T57W desk phone only one ring is heard and it fades out as it rings. Then when the external number's voicemail prompt picks up it can be faintly heard while cutting in and out. However, if you listen to the recording of this call the voicemail prompt can be heard clearly.

This problem does not occur when dialing out using the 3CX Web App.

I've attached a pcap from the desk phone and the 3CX server.
I've had to pare it down to meet character requirements.

Spoiler: Yealink

Protocol    Length    Info
SIP    1117    Request: INFO sip:[email protected]:5060 |
SIP    357    Status: 200 OK (INFO) |
UDP    46    5060  >  5060 Len=4
SIP    1200    Request: INFO sip:[email protected]:5060 |
SIP/SDP    996    Request: INVITE sip:[email protected]:5060 |
SIP    357    Status: 200 OK (INFO) |
SIP    466    Status: 407 Proxy Authentication Required |
SIP    341    Request: ACK sip:[email protected]:5060 |
SIP/SDP    1221    Request: INVITE sip:[email protected]:5060 |
SIP    293    Status: 100 Trying |
SIP/SDP    739    Status: 183 Session Progress |
SIP    1037    Request: NOTIFY sip:[email protected]:5060 |
SIP    1035    Request: NOTIFY sip:[email protected]:5060 |
SIP    379    Status: 200 OK (NOTIFY) |
SIP    415    Status: 200 OK (NOTIFY) |
SIP    1377    Request: INFO sip:[email protected]:5060 |
SIP    1350    Request: INFO sip:[email protected]:5060 |
SIP    357    Status: 200 OK (INFO) |
SIP    358    Status: 200 OK (INFO) |
SIP    670    Request: INFO sip:[email protected]:5060 |
SIP    1037    Status: 200 OK (INFO) |
SIP    862    Request: REGISTER sip:192.168.0.5:5060  (1 binding) |
SIP    461    Status: 407 Proxy Authentication Required |
SIP    862    Request: REGISTER sip:192.168.0.5:5060  (1 binding) |
SIP    475    Status: 200 OK (REGISTER)  (2 bindings) |
SIP/SDP    854    Status: 200 OK (INVITE) |
SIP    1041    Request: NOTIFY sip:[email protected]:5060 |
SIP    1040    Request: NOTIFY sip:[email protected]:5060 |
SIP    675    Request: ACK sip:[email protected]:5060 |
SIP    379    Status: 200 OK (NOTIFY) |
SIP    878    Request: INVITE sip:[email protected]:5060, in-dialog |
SIP    416    Status: 200 OK (NOTIFY) |
SIP    365    Status: 100 Trying |
SIP    1378    Request: INFO sip:[email protected]:5060 |
SIP    645    Status: 200 OK (INVITE) |
SIP    358    Status: 200 OK (INFO) |
SIP    421    Request: ACK sip:[email protected]:5060 |
UDP    46    5060  >  5060 Len=4
SIP    675    Request: BYE sip:[email protected]:5060 |

Spoiler: 3CX Server

Protocol    Length    Info
SIP    735    Request: SUBSCRIBE sip:[email protected]:5060, in-dialog |
SIP    353    Status: 200 OK (SUBSCRIBE) |
SIP    718    Request: NOTIFY sip:[email protected]:5060 |
SIP    420    Status: 200 OK (NOTIFY) |
SIP    673    Request: INFO sip:[email protected]:5060 |
SIP    1120    Request: INFO sip:[email protected]:5060 |
SIP    359    Status: 200 OK (INFO) |
SIP    673    Request: INFO sip:[email protected]:5060 |
SIP    674    Status: 200 OK (INFO) |
SIP    674    Status: 200 OK (INFO) |
UDP    46    5060  >  5060 Len=4
SIP    1203    Request: INFO sip:[email protected]:5060 |
SIP/SDP    1001    Request: INVITE sip:[email protected]:5060 |
SIP    359    Status: 200 OK (INFO) |
SIP    468    Status: 407 Proxy Authentication Required |
SIP    343    Request: ACK sip:[email protected]:5060 |
SIP/SDP    1226    Request: INVITE sip:[email protected]:5060 |
SIP    295    Status: 100 Trying |
SIP/SDP    941    Request: INVITE sip:[email protected]:5060 |
SIP    506    Status: 407 Proxy Authentication Required |
SIP    399    Request: ACK sip:[email protected]:5060 |
SIP/SDP    1190    Request: INVITE sip:[email protected]:5060 |
SIP    393    Status: 100 Trying |
SIP    479    Status: 100 Trying |
SIP    479    Status: 100 Trying |
SIP/SDP    913    Status: 183 Session Progress |
SIP/SDP    741    Status: 183 Session Progress |
SIP    1042    Request: NOTIFY sip:[email protected]:5060 |
SIP    1039    Request: NOTIFY sip:[email protected]:5060 |
SIP    1037    Request: NOTIFY sip:[email protected]:5060 |
SIP    380    Status: 200 OK (NOTIFY) |
SIP    417    Status: 200 OK (NOTIFY) |
SIP    1380    Request: INFO sip:[email protected]:5060 |
SIP    1353    Request: INFO sip:[email protected]:5060 |
SIP    359    Status: 200 OK (INFO) |
SIP    360    Status: 200 OK (INFO) |
SIP    1042    Request: NOTIFY sip:[email protected]:5060 |
SIP    420    Status: 200 OK (NOTIFY) |
SIP    420    Status: 200 OK (NOTIFY) |
UDP    46    5060  >  5060 Len=4
SIP/SDP    904    Status: 180 Ringing |
SIP    672    Request: INFO sip:[email protected]:5060 |
SIP    1039    Status: 200 OK (INFO) |
SIP/SDP    904    Status: 180 Ringing |
SIP    865    Request: REGISTER sip:192.168.0.1:5060  (1 binding) |
SIP    463    Status: 407 Proxy Authentication Required |
SIP    865    Request: REGISTER sip:192.168.0.1:5060  (1 binding) |
SIP/SDP    970    Status: 200 OK (INVITE) |
SIP    478    Status: 200 OK (REGISTER)  (2 bindings) |
SIP/SDP    856    Status: 200 OK (INVITE) |
SIP    494    Request: ACK sip:80.0.0.6:5060;transport=udp |
SIP    1046    Request: NOTIFY sip:[email protected]:5060 |
SIP    1043    Request: NOTIFY sip:[email protected]:5060 |
SIP    1042    Request: NOTIFY sip:[email protected]:5060 |
SIP    678    Request: ACK sip:[email protected]:5060 |
SIP    380    Status: 200 OK (NOTIFY) |
SIP    880    Request: INVITE sip:[email protected]:5060, in-dialog |
SIP    418    Status: 200 OK (NOTIFY) |
SIP    366    Status: 100 Trying |
SIP    1381    Request: INFO sip:[email protected]:5060 |
SIP    647    Status: 200 OK (INVITE) |
SIP    360    Status: 200 OK (INFO) |
SIP    423    Request: ACK sip:[email protected]:5060 |
SIP    1046    Request: NOTIFY sip:[email protected]:5060 |
UDP    46    5060  >  5060 Len=4
SIP    1046    Request: NOTIFY sip:[email protected]:5060 |
SIP    735    Request: SUBSCRIBE sip:[email protected]:5060, in-dialog |
SIP    735    Request: SUBSCRIBE sip:[email protected]:5060, in-dialog |
SIP    735    Request: SUBSCRIBE sip:[email protected]:5060, in-dialog |
SIP    353    Status: 200 OK (SUBSCRIBE) |
SIP    751    Request: SUBSCRIBE sip:[email protected]:5060, in-dialog |
SIP    718    Request: NOTIFY sip:[email protected]:5060 |
SIP    871    Request: REGISTER sip:192.168.0.1:5060  (1 binding) |
SIP    420    Status: 200 OK (NOTIFY) |
SIP    353    Status: 200 OK (SUBSCRIBE) |
SIP    353    Status: 200 OK (SUBSCRIBE) |
SIP    353    Status: 200 OK (SUBSCRIBE) |
SIP    718    Request: NOTIFY sip:[email protected]:5060 |
SIP    718    Request: NOTIFY sip:[email protected]:5060 |
SIP    564    Request: NOTIFY sip:[email protected]:5060 |
SIP    420    Status: 200 OK (NOTIFY) |
SIP    470    Status: 407 Proxy Authentication Required |
SIP    420    Status: 200 OK (NOTIFY) |
SIP    420    Status: 200 OK (NOTIFY) |
SIP    420    Status: 200 OK (NOTIFY) |
SIP    420    Status: 200 OK (NOTIFY) |
SIP    420    Status: 200 OK (NOTIFY) |
SIP    871    Request: REGISTER sip:192.168.0.1:5060  (1 binding) |
CLASSIC-STUN    70    Message: Binding Request
SIP    484    Status: 200 OK (REGISTER)  (2 bindings) |
CLASSIC-STUN    138    Message: Binding Response
CLASSIC-STUN    70    Message: Binding Request
SIP    678    Request: BYE sip:[email protected]:5060 |
CLASSIC-STUN    138    Message: Binding Response
CLASSIC-STUN    70    Message: Binding Request
SIP    390    Status: 200 OK (BYE) |
SIP    1068    Request: NOTIFY sip:[email protected]:5060 |
SIP    724    Request: BYE sip:80.0.0.6:5060;transport=udp |

 

[SweetAction]

I mean, if it doesn't work correctly with an IP phone and works with the webclient (and also recording), the issue is in the IP Phone and how it's configured.

So firmware version? How is it provisioned (sbc, local, stun, etc)? Connection type (ethernet, wifi, etc). Did you try echo test (*777) and does that work? If you factory reset and provision, does it work? Is the physical handset not working?

 

[jeffwincnc]

@SweetAction

Interestingly, factory resetting and re-provisioning fixed the problem. This phone had been set up only a couple of days ago which is strange that there was already a problem. I've included the below information anyway just for posterity's sake.

Firmware: 96.86.0.76
Provisioned: Local
Connection: Ethernet
The echo test worked fine from the IP phone.

I should add that the only thing not present on the IP Phone was the progress tone while calling. Only one progress tone could be heard. Once the call was picked up both parties could hear each other perfectly.

Thanks for your help!

 

[SweetAction]

So 3CX only provisions the settings needed from a default config. So for example, if a person bought a used phone that was configured and some setting was changed from default but not something 3CX configures normally, it would stay the same and can cause an issue. That would be my best guess here.