Remote extension can't answer incoming call

[opiumdot]

I am brand new to 3cx and testing a setup. I have 3cx running in the cloud on AWS and have Polycom VVX301 phones. I set up two test extensions via STUN. I can call one extension from the other and the extension rings however I cannot answer the call by either picking up the headset, answering the call on loudspeaker, or pushing the answer soft-button, the call never connects from either phone. I can see the extensions as green in the 3cx dashboard and I can call the other extension and leave a voicemail and the voicemail indicator light will illuminate and I can call into voicemail from the phone and listen to my voicemail, so connecting to the PBX doesn't seem to be the issue, just the answering of calls via the physical phone. I have tried four different Polycom phones and all had the same issue so it's not a hardware issue and the VVX301 is an approved phone for 3cx. If I call an extension from a softphone to the hardline, I CAN answer on the hardline, just hardline to hardline is not working.

I am behind a firewall and have opened ports 5060 UDP/TCP, 5061 TCP, 5090 UDP/TCP, and 9000-10999 UDP as recommended by 3cx during setup.

Any ideas on what the issue is?

Thanks.

 

[leejor]

Have the devices, at that location, each been assigned unique local ports? Is this a one-way issue, or can you not answer either set, when called?

 

[opiumdot]

They have not been assigned unique ports, I believe they both use the default port of 5060. Both extensions have this issue, i cannot answer a call on either set. The only call i can answer is from the softphone app on my cell to either of the hardlines. Hardline to hardline is where the issue is.

 

[leejor]

Change the local port of one set to something different from that of the other...5061. See if that makes a difference. You can't have each set, when using STUN (no SBC), using the same local port.
You may also have to enable PBX Delivers Audio, in the extension settings, if you have audio issues (no audio, or one way), between extensions.

 

[opiumdot]

Changed the ports, no difference.

 

[leejor]

I am behind a firewall and have opened ports 5060 UDP/TCP, 5061 TCP, 5090 UDP/TCP, and 9000-10999 UDP as recommended by 3cx during setup.

Is this at the local router? Be sure that the second port, you have chosen, is not boing blocked. There may be another setting(s), on the local router, that is affecting this, as well. (SIP ALG?)

 

[opiumdot]

SOLVED! I went through the setup steps again for the VVX series from 3cx "How to Configure Polycom VVX Series for 3CX " Under step 1: "Ensure that the phone is running the latest UC Software 6.1.2", I was actually running the latest firmware which is 6.2.0.4023. I downgraded to 6.1.2.1127 and that fixed it! It was that and the unique ports which finally fixed it. Thanks for your help!

 

[tchamber]

Hi,

To clarify, the Poly UCS release 6.2.0 is a special release intended for phones running Skype for Business only. The latest OpenSIP - supported Poly UCS version is 6.1.2, this supports all 3CX features including STUN.

6.3.0 is due out within the next couple of months and that and all future UCS releases will fully support STUN.

Cheers,

TC