No sound on outbound calls

[TurabG]

Hi all.

I have upgraded to v18 a couple of weeks ago and we didn't have a downtime except during the upgrading process. Now after a couple of weeks of normal usage, although no settings have been changed, we are not getting sound on outbound calls. Inbound calls have no problem. But when we make an outbound call, we don't receive audio and the callee doesn't hear us either.

I searched the forum and saw that disabling "Put Public IP in SIP VIA Header" option is recommended. Our trunks have it disabled already. I ran a firewall test, all is green. Current version is 18.0 Update 3 (Build 450). We are also using a local SBC which is version 18.1.36

What else could be causing this?

 

[ChrisC_3CX]

In addition to the info provided could you please also let us know of the following:

• What SIP Provider are you using, is it a 3CX Supported One?
• Where is the 3CX PBX hosted?
• Is this affecting every single outbound call or just some?
• Are the 3CX users all on the same network and using IP Phones connected via the same SBC? If yes, can you try a different network and with a 3CX client such as the 3CX Webclient and let us know if you get the same behavior?

 

[TurabG]

• It is not a 3CX Supported Trunk. (But I should add that we have been using this trunk for about 5 years)
• 3CX is hosted on premise, on a VPN on our server and we use SBC on LAN.
• It is effecting all calls, unexceptionally.
• I tried mobile client with mobile data (i.e. outside the LAN and SBC) but still the same.

Edit: Now it is resolved without any interference. It has been effecting us for about 6-7 hours. Don't know what caused it and don't know how it resolved.

 

[ChrisC_3CX]

Now it is resolved without any interference. It has been effecting us for about 6-7 hours. Don't know what caused it and don't know how it resolved.

That is strange, however I am glad that at least this got sorted.

I'd recommend keeping an eye on it for now and let us know if it resurfaces. The fact that you're using an unsupported provider does limit what we can look at so should this happen again you might actually want to reach out to at least have them confirm that everything is ok from their end.