Phones still ringing even when call has been answered

[kieran.miles]

Have a number of extensions within a call flow, customers in the call group are stating that once a call is answered it still rings about 3 times afterwards, also if they try and pickup this call it's dead on the backend.

They also mentioned that at around the same time the first issue occured another slightly strange issue has been occuring, if they pickup handset to make a call the first three rings are very quiet, then the sound goes back to normal. This one is more of a side issue but seems it maybe related.

 

[Alphabetic]

Are these provisioned via STUN?

 

[kieran.miles]

Not sure, is there anyway to tell this without having done the provisioning myself?

 

[Alphabetic]

Is this hosted? I dont believe STUN is supported in hosted.

 

[JoshWS]

We had the same issue this morning happened twice where the phone would still ring even though it had been picked up. It only happened with our stun phone

 

[Alphabetic]

We had the same issue this morning happened twice where the phone would still ring even though it had been picked up. It only happened with our stun phone

This will happen when SIP traffic isnt getting through the firewall. For STUN you're going to need to assign each stun phone an IP, SIP Port and RTP Ports that are different from each other. All ports need forwarding to the respected phone. Alternatively, get an SBC to mitigate all this.

 

[JoshWS]

Everything with the STUN phone is fully configured and has been working for a long time.
It only happened twice this morning and we cannot replicate the issue again. Could this be a STUN server issue?

 

[Alphabetic]

The stun server is your 3CX server so you'd have to go through your logs.

 

[kieran.miles]

Sound like a firewall issue when using STUN for provisioning.

Sounds to me like Alphabet is stating that the firewall has to be configured for every phone unless you have an SBC, sounds like an SBC is the best way to go about resolving this issue and avoiding a messy firewall config.

 

[TheodorosG_3CX]

If indeed you are using STUN, you need to provision the phone behind an SBC or Router Phone to avoid this situation.

 

[JoshWS]

Okay thank you

 

[TheodorosG_3CX]

You are welcome

 

[kieran.miles]

I have checked with the guy that first did the install apparently none of our phones with this issue were provisioned with STUN.
Any other ideas what could be causing this or how I might go about resolving this?

Would re-provisioning all the phones resolve this?

 

[TheodorosG_3CX]

This is not something that can be confirmed without checking.
My suggestion is to factory reset and provision to eliminate any misconfiguration.

 

[Alphabetic]

Instead of going on the word of another guy, why dont you look in the mgmt console and check how the phones provisioned?

 

[kieran.miles]

This is what I see through the management console.

 

[Alphabetic]

The ringing after the call is picked up. Is it happening on the phones or on the 3CX app?

 

[kieran.miles]

Physical handsets, I asked them to unplug and reboot the phones.

 

[Alphabetic]

Are you able to get on to a phone and check its pulled the correct config? Check the proxy field is set under account.

This is defo a hosted instance?

 

[Charles_3CX]

Physical handsets, I asked them to unplug and reboot the phones.

Which phones are these, please, and what is the firmware level?