Outbound calls won't complete from 3CX client for windows or Yealink T58A

[seth.newton]

Hello everyone

I am having issues making outbound calls from a Yealink T58a that is connected to the phone system via STUN and the 3CX Windows client. Both devices are registered to the same extension. The PBX is hosted with Google.

I have no issues receiving calls to either and can make/receive calls with the iOS client registered with the same extension.

When calls are made using 10 digit dialing, they never appear in the logs of the pbx. If calls aren't dialed correctly (7 digits) they do show up in the logs.

Any ideas?

 

[leejor]

Do they show in the 3CX Activity Log? That will show how any calls received by the PBX are handled.

 

[seth.newton]

Do they show in the 3CX Activity Log? That will show how any calls received by the PBX are handled.

Thanks for the reply. The calls that are dialed correctly never show in the activity log.

The calls that aren't dialed correctly (ie. 555-4312 -- 7 digits) from the phone show in the activity log.
-- failed, cause: Cause: 500 Dialed Number Improper format/INVITE from....

Based on the activity log, the outbound calls that are dialed correctly from the phone never make it to the PBX.

 

[leejor]

The calls that are dialed correctly never show in the activity log.

They will show there if they are passing through 3CX.

The calls that aren't dialed correctly (ie. 555-4312 -- 7 digits) from the phone show in the activity log.
-- failed, cause: Cause: 500 Dialed Number Improper format/INVITE from....

Does the rest of the log show the actual digits that 3CX received? Do they correctly match an outbound rule?

When did this problem begin? Was it working correctly previously? What was changed?

Does the set have an internal dialplan to screen/reformat dialled numbers?

 

[seth.newton]

They will show there if they are passing through 3CX.

Does the rest of the log show the actual digits that 3CX received? Do they correctly match an outbound rule?

The log doesn't show the calls at all. They appear to never make it to the PBX from the phone. The calls do match an outbound rule defined for the extension. The same user is able to make outbound calls from the iOS app with the same extension without issue.

When did this problem begin? Was it working correctly previously? What was changed?

It just started today. The user was able to make calls without issue Thursday and Friday of last week from the Yealink. They were also able to make calls from the Windows client.

Does the set have an internal dialplan to screen/reformat dialled numbers?

I thought it could be an issue with their ISP, but they are able to place calls from their iOS device when connected to wifi.

 

[leejor]

You said that some calls show in the 3CX log, but some do not. the difference being the number of digits. Is this correct, or do no calls show?

If no calls show, then it may be a network, or provisioning issue. If some calls are getting through, but the call cannot complete because the digits are incorrect, then the server provisioning and network would appear to be working properly. No matter which digits are dialled, they should all be sent to the same server (if some get through, they should all get through), unless the set itself is screening digits.

You say that the iOS devices are working on Wifi. Do they also work on 3/4G? What do you have at the location? Are the sets using STUN, an SBC? The iOS device(s) may be using the tunnel and not routing the same as other sets.