Outgoing calls working, incoming are not

[Glen_Scaglione]

Hi Guys,

I have migrated a 3CX phone system for one of my clients from their previous managed service provider to our datacentre and have run into a bit of trouble.

While the migration was simple (backed up configuration and restored the configuration to the new server, ensuring that the same IP, FQDN and SSL Certificate were kept) I have run into an issue that I am unable to resolve on my own.

When testing the service, I was able to make outbound calls to external numbers, however, inbound calls were not coming through to the phone system. I have contacted their SIP provider (engin) and re-confirmed that the settings/ registration addresses are correct. I have verified that the issue is not a sip service issue using Linphone

I can confirm that the issue does not appear to be firewall related, as all required ports for 3CX have been made available to the phone server, the inbuilt firewall tester has revealed no errors and the firewall rules do not do any sort of dynamic port translation at all.

I need help to get this service back and running and I hope someone out there has had this issue before and can point me in the right direction to look.
Any ideas out there?

 

[YiannisH_3CX]

Hi @Glen_Scaglione

Are the calls hitting the 3CX system? You can verify that by running a packet capture on the PBX or from the Activity log.
If the calls are not coming in then you can check if the calls are hitting your firewall and work from there.

 

[Glen_Scaglione]

Hi @YannisH_3CX,

Thanks for your help.

Traced the issue to be some sort of disconnect between 3CX, the Firewall and the Provider. Even though a connection was established, no data was shown on all three devices.

While I have not resolved this issue in our primary datacenter, I have gotten the phone system working in our second datacenter.

Glen