Solved transfer call and pickup doesn't work

[ronenba]

transferring a call to internal extension
No answer
pickup the call the other side cannot hear me, need to place the call on hold and release then the other side can hear me

how do I solve it?

 

[TheodorosG_3CX]

This apply only for external call?
Also are you using ip phones or 3CX Apps?
Are you using a 3CX Supported provider?

 

[ronenba]

external incoming calls
using grandstream 2170
Voip.ms is the provider

 

[TheodorosG_3CX]

What is the firmware of the phone?

 

[ronenba]

on one it is 1.0.11.74
and on others 1.0.11.16
on both it is the same

 

[TheodorosG_3CX]

Are the phones provisioned behind an SBC?

 

[ronenba]

they are provisioned without SBC

I can pickup the call but getting silence on the outside incoming call (they can hear us we cannot hear them) I need to place the call on hold and bring it back to make it work

is there a way to pickup calls ( a code or a button to program )?

how do I solve this issue with silence external calls after transfer - no answer - pickup ?

 

[ronenba]

i just setup SBC and still the same issue

tried changing configuration within grandstream phone 2170 still same issue

 

[ronenba]

Version 1.0.11.74

 

[TheodorosG_3CX]

Have you factory reset the phone and provision behind an SBC?
Also the same test but while using the Web Client is working properly?

 

[UrielFoster]

You may be experiencing problems with your audio or connection settings. Try checking them out. You may need to update the drivers or audio settings on your device. If the problem persists, contact your service provider or telephony system administrator for additional support.

 

[TheodorosG_3CX]

There are many facts that need to be checked however you need to test in order to eliminate the issue.

 

[ronenba]

solved the issue: we needed to update all phones, reprovision, verify they get the public IP, not the local LAN, and verify on the firewall ALG configured properly

 

[TheodorosG_3CX]

Glad to know the issue is resolved