Router / network settings for 3CX desktop and web client

[Serrus]

Hi!

My mum has been working at home using the 3CX desktop and web clients as they deal with phone calls for medical services. My mum is having a problem where it seems the desktop client doesn't communicate with the webpage client properly, she has had no luck calling her employer or our ISP, she's not very tech savvy. I'm just wondering if there's a list of router settings like port forwarding or something so I can try to fix this for her, I don't know the 3CX system and we're just end users.

Any advice anyone can provide about how I can change network settings or something to make it work would be greatly appreciated. I know that a VPN is also used together with 3CX.

Thank you!

 

[cobaltit]

Sorry to hear about the troubles but you really need to contact whoever manages the 3CX instance she is connecting to. The webclient/soft client doesn't need any port forwarding to work, all of that happens on the far end.

 

[Serrus]

Unfortunately we have been in contact with them, to put it politely, they don't really know what to do. Thank you for your post, I didn't know if there was some sort of thing I could do, as I don't really know either. I guess 3CX is UPNP then or something?

 

[leejor]

This is a list of ports used by 3CX, but probably of more use to someone setting up port forwarding at the server end.

https://www.3cx.com/docs/ports/

Normally, when using a single SIP device, remotely, behind a router, port forwarding isn't necessary, however, there are a lot of different routers out there, and some do not "play well" with SIP. Some, provided by the ISP also have built in ATA ports, which, by default, may be configured to "hijack", some of the ports, that may normally be used by the 3CX extension/device.

 

[cobaltit]

So in a properly setup configuration, 3CX soft client (Windows) or 3CX app (smart phone) uses the 3CX tunnel protocol to connect back to the 3CX instance. This should work in almost every situation as it's not affected by things that would affect normal SIP traffic (SIP ALG, etc). The web client uses standard HTTPS connection which should also have no issues communicating out to the 3CX instance. Having re-read your post you mention the web page and the desktop client aren't communicating correctly. In theory, you should only need one or the other (not both) so I would try just using one or the other. But if you do need both for some reason it's possible if your mum has the soft client running on a computer at work or at another location that perhaps you are picking the wrong instance of the soft client (if more than one is listed).