Power Outage - Phones not Reconnecting

[BuenaV]

I use the cloud based 3CX. There was a power outage at a location and all the phones at that location are still down / show offline after 3 hours. So, the phones likely show "No Service" on the physical phones.

Is there a setting that is misconfigured not allowing them to reconnect? The previous IT Director has left the company, so I only have surface level knowledge on how this was set up. I mainly only know how to set up the devices.

 

[Charles_3CX]

Are the IP phones provisioned behind a 3cx SBC? Try restarting the SBC and see if this causes it to reconnect, thus reconnecting the IP phones also.

Additionally, if the SBC is connected, try restarting the IP phone themselves, pulling out the network cable, and plugging it back if using POE, for example.

Also, log into the management console and check the status of the SBC under the Sip trunks section. Is it green?

 

[BuenaV]

Looks like power cycling the phones are bringing them back online but is there an auto-reconnect solution that can be implemented?

 

[BuenaV]

Phones are provisioned via 3cx and the SIP trunk we use is Telenyx. How do I restart the SBC via the web console? If that is the solution. For phones not power cycled yet.

Edit: SIP truck was green. Only one site had the power outage so other site's phones were still green.

 

[Charles_3CX]

Thanks for the reply. How are the Phones on the site that had the power outage connected to 3cx? Is there a 3cx SBC on that site, or are the IP phones provisioned as remote Stun to the 3cx hosted system?

Note: with a 3cx hosted system, we only support Ip phones when provisioned behind a 3cx SBC!

 

[BuenaV]

Looks likely that the person that initially set up this system did it via "IP phones provisioned as remote Stun to the 3cx hosted system". If that is not supported, I will likely need to implement a 3cx SBC at all sites going forward then.

 

[Charles_3CX]

This is correct. Always use a 3cx SBC for remote provisioning, even if not 3cx hosted and self-hosted. In the meantime, try power cycling the Ip phones and checking the 3cx activity and event log from the management console to check if there are any errors.