Phone cannot dial internal extensions

[jbardon]

I have a group of phones set up so they can only dial internally. 29 in total. one of the members of the group cannot dial any extensions but other members are having no probelms.

I have tried, rebooting phone, reprovisioning, but are having no joy. can anyone tell me what steps i could be missing?

 

[GeorgeP_3CX]

Hi @jbardon,

As a first please clarify the following:

• What is the brand and model of the IP phone?
• Does the IP phone running on the latest supported firmware? https://www.3cx.com/support/phone-firmwares/
• How is the IP phone provisioned?(SBC, STUN)
• Can the user receive calls from other extensions?
• Can the user make an outbound call?
• This is the only user that is being experiencing the issue?
• If you create a new extension and provision the IP phone to the new extension, the issue is the same?

 

[jbardon]

• What is the brand and model of the IP phone? Yealink T31P

• How is the IP phone provisioned?(SBC, STUN) SBC

• Can the user receive calls from other extensions? Yes

• Can the user make an outbound call? The group the phone is in doesn’t allow for outgoing calls

• This is the only user that is being experiencing the issue? I am told so

• If you create a new extension and provision the IP phone to the new extension, the issue is the same? This I have not tried.

 

[jbardon]

firmware is the latest 124.86.0.40

 

[leejor]

I would check the 3CX Activity Log (Verbose) to see if the call is making it to the PBX, and if it is, why it is being blocked.

 

[jbardon]

Thanks everyone, I factory reset did the job. now working fine.

 

[leejor]

May have been a set dialplan, left from the last installation, preventing the calls going out..