Unsupported [SOLVED]Unsupported TS-350i phone behind SBC is *almost* working

[GrabberBlue]

I am new to 3CX but have experience with the other *free* pbx solution. I am migrating this client from Talkswitch PBX (which is malfunctioning) to Hosted 3CX. I picked up a Grandstream 2612P and configured it at their location and it provisioned and is working correctly via STUN. I've deployed a 3CX SBC (Debian) device here at home and it is connected successfully to and shows active in 3CX. Brought home one of their TS-350i phones, factory reset it, configured outbound proxy to the IP of the SBC and Line 1 Proxy Address (that's what they call it) to an###.my3cx.ca, with User extension 202 ID and password from 3CX and in 3CX the extension is now green and the TS-350i appears under phones. In the TS-350i, Line 1 Registration Status says OK (versus NOK!) however, I pick up the handset, dial a number and immediately get User Busy message and busy signal. It smells like an outbound dialing rule problem but I've been going round this for hours now and can't figure out why I can't make an outbound call. Inbound works via the SIP trunk number to IVR where I dial 202 and the TS-350i rings and I can answer and talk. The Grandstream is Ext 201 and the Talkswitch is Ext 202, both members of group Office and the dialing rule for local calls has all groups selected. I tried adding the individual extensions to the dialing rule but that doesn't help...

 

[cobaltit]

Step one would be to look at the activity log to see if outbound calls are hitting the PBX or not. Otherwise it might be a local dialing plan issue

 

[GrabberBlue]

Is that the Call Log in the 3CX admin panel?

 

[cobaltit]

The 3CX training covers basic troubleshooting using the activity log.

https://www.3cx.com/3cxacademy/videos/advanced/basic-troubleshooting/

 

[ChrisC_3CX]

Since it's only this specific unsupported devices that's having the issue I have to assume that it is probably not only outbound calls that are failing but probably any call from this device. I recommend following @cobaltit's suggestion to first see if the PBX is receiving the call at all and if yes, what it's replying with. Remember to enable Verbose Logging before replicating the issue and checking the activity log.

Note: You can enable Verbose Logging in "Dashboard >> Activity Log >> Settings".

Also, maybe try performing an echo test with the device by dialing *777. If that fails with the same error, I suggest placing this call when troubleshooting for a more "simplified" call flow.

 

[GrabberBlue]

That you both! 10 minutes of reviewing verbose activity log and comparing the Grandstream and the Talkswitch dialogues led me to one simple change. I removed the Domain entry from the Talkswitch common settings and it can now make calls.

 

[ChrisC_3CX]

You're welcome!

Glad to hear you managed to get this sorted regardless of whether it's a supported device or not!