Queue calls not answering

[stlock]

When we answer calls from the queue we just hear blank noise. The caller is unable to hear us and likewise. We are currently on Version 15 Service Pack 5. We are not showing any issues in the logs. We have found a fix of putting on hold and re-picking up, but it is ridiculous that we have to do that everytime. What is the best solution for this issue?

Thank You

 

[cobaltit]

Well first, you need to upgrade to SP6. Don't think it's going to fix your issue but no use trying to work on something that may be resolved by running the current version. Secondly, what happens if you call the queue from an internal extension? I'm guessing it will work which would indicate the problem is with your likely unsupported SIP trunking provider which you will have to work out with them.

 

[MARLEY JAFFE]

I may be having the same issue. We have a ring group, all extensions can answer calls properly except for one (currently). The issue extension is able to make calls successfully. Both sides of the call are unable to hear the other. When the call is placed on hold, the other end does not get the hold music. I did not try to take off hold to see if it fixes the call however after being on hold for a while (less than a few min) the call disconnects. We are on SP6 (15.5.15502.6) and 3CX is hosted in Google cloud. Using Grandstream 2170 phones. I have checked the extension settings as well as the phone config and everything seems to be the same. I changed the logging to medium and it does not seem to provide any valuable info for this issue.

 

[MARLEY JAFFE]

I forgot to mention that this was happening to me a few days ago on a different extension. I thought the issue was related to me enabling the ALLOWUSEBUSYOPTFORGROUP parameter. I turned the parameter off and I thought it fixed the issue but it looks like it just removed the issue from that one extension.

 

[YiannisH_3CX]

Please make sure that under your trunk settings / Options / Advanced the options "Supports Re-Invite" and "Support Replaces" are not enabled.
Also if this is a remote extension using STUN make sure that the option PBX delivers Audio is enabled.

 

[MARLEY JAFFE]

Please make sure that under your trunk settings / Options / Advanced the options "Supports Re-Invite" and "Support Replaces" are not enabled.
Also if this is a remote extension using STUN make sure that the option PBX delivers Audio is enabled.

All of those setting are/were set properly.

 

[MARLEY JAFFE]

Would adding a 3CX SBC in the office potentially fix this issue or would that just complicate things?

 

[MARLEY JAFFE]

I added a SBC to the mix to see if it fixes the problem. Fingers Crossed.

 

[YiannisH_3CX]

Let us know of the results.

 

[stlock]

Please make sure that under your trunk settings / Options / Advanced the options "Supports Re-Invite" and "Support Replaces" are not enabled.
Also if this is a remote extension using STUN make sure that the option PBX delivers Audio is enabled.

That is the way we have the settings setup.

 

[stlock]

Well first, you need to upgrade to SP6. Don't think it's going to fix your issue but no use trying to work on something that may be resolved by running the current version. Secondly, what happens if you call the queue from an internal extension? I'm guessing it will work which would indicate the problem is with your likely unsupported SIP trunking provider which you will have to work out with them.

Upgraded and the issues still persist. Our provider is Bandwidth, which is supported.

Thank You

 

[MARLEY JAFFE]

Adding a SBC to the office rather than having all IP Phones connect over STUN seemed to fix the issue.

 

[YiannisH_3CX]

Adding a SBC to the office rather than having all IP Phones connect over STUN seemed to fix the issue.

Glad to see the issue has been resolved and thank you for updating the thread.

 

[YiannisH_3CX]

Upgraded and the issues still persist. Our provider is Bandwidth, which is supported.

Are the phones local to the PBX or remote? Have you tried a 3CX client to see if you have the same issue? Do you have the same issue if you call the Queue from an internal extension?

 

[stlock]

Are the phones local to the PBX or remote? Have you tried a 3CX client to see if you have the same issue? Do you have the same issue if you call the Queue from an internal extension?

They are remote. Yes we have used the client and yes we have tried from an internal extension.

Thank You

 

[YiannisH_3CX]

Are the devices connected to the PBX through STUN? What devices are you using?