Softphone rings, deskphone doesn't

[Yellow_Flash]

Hi,

We are using 3cx windows install, version 16.0.5.619.

We are facing issues with external calls

On one of the extensions,
The windows softphone rings, but the deskphone doesn't seem to ring.
The issue isnt there when it is an internal call.
Can someone please let me know what could be causing this?

Thank you.

 

[AWS2P]

How are incoming calls forwarded ?
Was it working and no more now?
Do you use a supported SIP provider?
Is firewall checker passed green?
Did you change anything on network settings?
Are your phones up to date on firmware releases?

 

[Yellow_Flash]

How are incoming calls forwarded ?
Was it working and no more now?
Do you use a supported SIP provider?
Is firewall checker passed green?
Did you change anything on network settings?
Are your phones up to date on firmware releases?

incoming calls are routed via Queues, but the calls do come to the same extension which is registered via Softphone. Its just in the IP phone it isnt working.
it was working and then suddenly it stopped.
not a supported sip provider, its generic one.. but the issue isn't happening to any other phones.
firechecker is green
didnt change any network settings.
Phone are on supported firmware.

 

[AWS2P]

Did you tried to restart sip service or complete PBX ?
Do you have WU enabled on this computer? No WU pack waiting for a windows reboot?

Is it a ring all Q mode ? How many agents ? are they Available and loggedin status ?

 

[Alphabetic]

What is your phone model, provisioning type and network topology?

 

[Yellow_Flash]

Did you tried to restart sip service or complete PBX ?
Do you have WU enabled on this computer? No WU pack waiting for a windows reboot?

Is it a ring all Q mode ? How many agents ? are they Available and loggedin status ?

No, I dont really think you have to restart sip services for one extension not working in an IP Phone, when the same extension is working fine on softphone. Do you really think that is needed?
No, nothing waiting for reboot.
Yes. maybe 15 agents. They are all logged in and available.

 

[Yellow_Flash]

What is your phone model, provisioning type and network topology?

Phone is Cisco SPA model.
They are in the same LAN, and using DHCP to provision.

 

[leejor]

Did you check the 3CX Activity Log to see if the call (Invite) is being sent to that sets IP? Does 3CX see the set as registered correctly? You say External calls don't work, do internal calls?

 

[AWS2P]

did you try to call Q number internally? are the phones ringing called this way?

is it only one extension or all which are not ringing from the 15 in Q?

 

[Yellow_Flash]

Did you check the 3CX Activity Log to see if the call (Invite) is being sent to that sets IP? Does 3CX see the set as registered correctly? You say External calls don't work, do internal calls?

I couldn't check it as this happened on friday and they raised the ticker on monday, and i've set the logs to remain only for a day. I wil check on this.
Yes, 3cx shows it as registered and provisioned.
Internal calls work fine.
Only issue is when there is an external call to the Queue, the user can see the call on windows softphone but his ip phone doesnt ring.
He can call everyone, internal and external.

 

[Yellow_Flash]

did you try to call Q number internally? are the phones ringing called this way?

is it only one extension or all which are not ringing from the 15 in Q?

No, havent called Q internally. will check.
Yes, it is just one extension. All the other extensions work fine.

 

[leejor]

Only issue is when there is an external call to the Queue, the user can see the call on windows softphone but his ip phone doesnt ring.

That being the case, then I suspect the the ring tone requires changing, in the set. There may be a silent one currently set for certain types of calls.

 

[JohnS_3CX]

@TechieGuy just for a sanity check, you can create a fresh extension (leaving ALL settings default) and provision your freshly reset phone there. If the problem was on the device settings or the extension forwarding settings, it should now ring.

 

[Yellow_Flash]

That being the case, then I suspect the the ring tone requires changing, in the set. There may be a silent one currently set for certain types of calls.

i dont think it is a ringtone issue, as the calls arent coming to the ip phone.
The issue is that the phone was working fine and suddenly it stopped working for incoming calls(external calls).

 

[Yellow_Flash]

@TechieGuy just for a sanity check, you can create a fresh extension (leaving ALL settings default) and provision your freshly reset phone there. If the problem was on the device settings or the extension forwarding settings, it should now ring.

yea, i'll do that. Thanks.