Unsupported Remote Site Phones - No audio but audio if called via softphone

[pa_an_br]

Hi All

Server Version : 18 (1880)

I'm in the process of migrating away from FreePBX to 3cx and everything has worked great until i migrated the Remote Site. We have a Site to Site VPN with no restrictions on traffic both ways.

The handsets register fine but can only hear audio from both sides intermittently, If i call them from a soft phone it works perfectly every time both ways. As i said above, there is NO restrictions on traffic via the firewalls.

All phones on the main site work perfectly.

Any advice of things to check would be much appreciated.

Thanks in advance

 

[VasilisV_3CX]

Hello @pa_an_br,

Did you provision the phones locally?

If you dial *777 on the IP phones, do they cut out like your calls?

 

[pa_an_br]

Hi @VasilisV_3CX

No auto provision as with all of them. Its not just one phone at the remote site but all. They have done the test call to *777 without issue.

Thanks

 

[VasilisV_3CX]

Hi @pa_an_br,

What are the IP phone models?

If you factory reset one, do you see it appear in the Phones section in the Management Console?

 

[pa_an_br]

Hi

They are Sangoma S300's using the HTEK UC902-Sangoma Template.

Yes they currently show on the Phones section. They show as un-provisioned but have been provisioned by 3cx. I'm assuming that's sue to them using a non standard template.

I will factory default one to test, but i haven't done that for any yet.

Thanks

 

[VasilisV_3CX]

Hi @pa_an_br,

As the phones in question are not supported (See our supported IP phones here: https://www.3cx.com/sip-phones/) I'm not going to be able to troubleshoot any further. I'd suggest using supported 3CX IP phones and testing if this issue reoccurs.