No Sound on Call Pick Up

[oaltinsoy]

Hi,

We are using Yealink SIP-T22P phones with 3CX PBX Server in our corporation. There is no problem while talking normally, but when we pick up a call there is no sound. Picking up is initializing successfully, the voip server is recording both phones' audio but we don't hear anything between two phones.

Could anyone help me?

Thanks.

 

[JohnS_3CX]

Hello,

To begin troubleshooting, please read this and provide us with detailed info so we can better understand what conditions the phones are running under: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[oaltinsoy]

Hello,

To begin troubleshooting, please read this and provide us with detailed info so we can better understand what conditions the phones are running under: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Thank you.

System info:
3CX Version: Professional Annual 16.0.9
Server OS: Windows Server 2016 Standard
The 3CX Server hosted on-premises.
IP Phone: Yealink SIP-T22P 7.73.0.60
Provisioning Method: Local
Trunk Provider: Generic SIP Trunk (Turk Telekom)
Firewall Checker Passed: Yes
Are custom Phone Templates being used: No

 

[JohnS_3CX]

Hi,

1. Unplug the phones that have the problem

2. Login to the 3CX webclient with the same extensions that had the problem

Now try to make a pickup using the Webclient and lets see if you have audio or not.

This will help tell us if it is a PBX problem, or a network problem.

 

[leejor]

There is no problem while talking normally, but when we pick up a call there is no sound.

What does "talking normally" mean...does this mean internal calls, originating calls, internal and external? Is it only on incoming external calls that there is no audio (no audio both ways?)? Does it happen on calls not set to record? Are you using one Codec for all calls, sets and trunk? Did this just start, out of the blue, or has it been happening from day one?