Solved STUN Phone not ringing, calls showing as going through ok?

[MPServeline]

Hi all,

I'm looking into an issue where someone is working from home and his phone isn't ringing at all yet calls seem to be going to it and the app is working ok. The phone is set as the main device but what I'm unsure of is that it is showing duplicated, same mac and IP address and I can't see a way of deleting one of them?



Is that likely to be the issue?

 

[MPServeline]

I just checked again and there were 5 instances of it in there this time, all duplicates.

 

[MPServeline]

Found out it was working fine before, sorry he has always been remote.
The phone connects directly to his router and he does have a new router so sounds like the issue.

 

[Saqqara]

How are the phone configured, guessing stun configuration.

 

[MPServeline]

Thanks Saqqara, will check that out now. Here's the current phone settings:

 

[MPServeline]

The phone seems to be reporting in on the same IP address as the office phones.

 

[JohnS_3CX]

STUN phones can often have the exact issues you described.

 

[MPServeline]

Thanks JohnS, just talking through port forwarding for:
5065
14000-14019
To the internal IP of the phone.

 

[JohnS_3CX]

If you still have issues, also be mindful of any SIP ALG options on the remote worker's modem - their ISP might have them enabled by default and they can really mess up STUN phones depending on the specific modem implementation.

In case you cannot disable them, you could always install an SBC on their PC and they can use that to allow the phone to "tunnel" into 3CX remotely bypassing any restrictions, and making the phone much more reliable.

 

[MPServeline]

Thanks John, it's a TP Link Archer MR600 router. I've just added the ports, will check SIP ALG as well.

 

[JohnS_3CX]

Ah right there, disable this option:

 

[MPServeline]

All working now thanks
Just needed port forwarding and SIP ALG disabled and all good.