Ring Back Tone sent to Private IP address after enter option in IVR

[Kwang Mien]

Hi All,

We are using 3CX version 20

Currently, we have a Ring Back Tone issue. The setup is as follows :


Mobile Phone -> Telecom Operator -> VoIP Gateway -> Office Firewall -> 3CX (in data center)


When customer on Mobile Phone call to the IVR in 3CX via the VoIP gateway , customer can hear the IVR message. After entering the option, 3CX calls to a ring group. However, there is no Ring Back Tone heard by customer during the ringing to the ring group.

From the wireshark captured on 3CX , 3CX was sending the Ring Back Tone to the private IP address of the VoIP gateway. Hence the Ring Back Tone can't be heard by the customer. 3CX should be sending to the public address of the Firewall.

Can anyone advise how to configure 3CX to send to the public IP address of the Firewall for the Ring Back Tone ?


Thanks

Regards
Kwang Mien

 

[NicholasP_3CX]

A VoiP Gateway is only supported in the same LAN as the PBX or connected via VPN.