Unable to make outbound calls from 3CXPhone app

[arcoMarco]

Hi guys,

we are facing a problem with 3CX softphone on Windows.
3CX version is 16.0.3.676 while the softphone is 6.0.26523.0

Actually every user, boht inside the local lan or remotely, is unable to make external calls from the softphone.
Using the physical phone (Yealink) it works perfectly, but from the softphone it seems there's no way.

The softphone is able to make internal calls (i.e. if I call an internal extension) as well as receive external calls.
But if we try to make an outbound call from it, it rings an it give no errors but, from the other side, the phone is not ringing!

Here is a sample of the debug log from the softphone:

<11:43:39> Phone is no longer connected
<11:43:41> Translation file OK
<11:43:41> Attempting to connect 192.168.0.2
<11:43:41> Phone got as local port 60561
<11:43:41> Jabra not connected
<11:43:43> RTP engine OK
<11:43:43> SIP engine OK
<11:43:43> Sound mic device OK []
<11:43:43> Sound ring device OK []
<11:43:43> Sound speaker device OK []
<11:43:43> Phone is now connected
<11:43:45> Video stream will be received on 192.168.0.107:40004

Please, can you help me understand what's wrong?

Thank you!

 

[Alphabetic]

Can you test the softphone in the webclient and see if you can dial externally?

Check activity log in 3CX too.

What antivirus/firewall are you running?

 

[arcoMarco]

Well I tried also with the webclient, and the issue is the same, no way to make external calls.
On the activity log there's nothing related to this call...

I'm using bitdefender and windows firewall.
I've also tried disabling the firewall but the issue is the same.
This issue is not related to a specific PC, but it seems that no one is able to make external calls from the softphone (or webclient)...

 

[arcoMarco]

Sorry, I made a mistake before during my tests.
On the webclient it works fine.
It doesn't work only on the softphone if I dial directly the number on the softphone itself.

 

[SteveITS]

Is the 3CX server on the LAN or hosted elsewhere? Is the firewall check passing? The software clients and phones normally use different connection methods...

 

[arcoMarco]

Hi,

sorry for my late answer.
So, the 3CX server is on local LAN, as well as the PCs on which is installed the 3CX softphone.

Here the results of the firewall check:

• resolving 'stun-eu.3cx.com'... done
• resolving 'stun2.3cx.com'... done
• resolving 'stun3.3cx.com'... done
• resolving 'sip-alg-detector.3cx.com'... done
• testing 3CX SIP Server... failed
  • stopping service... done
  • detecting SIP ALG... detected (sent 476f0a48 ≠ ff45d201, received f483a0fd ≠ df9d6d5d)
  • testing port 5060... Mapping does not match 5060. Mapping is 20604.
  • starting service... done
• testing 3CX Tunneling Proxy... done
  • stopping service... done
  • testing port 5090... done
  • starting service... done
• testing 3CX Media Server... done
  • stopping service... done
  • testing ports [9000..9398]... done
    • testing port 9000... done
    • ... (I trunk the text just for more readability but all are DONE)
    • testing port 9398... done
  • testing ports [10600..10998]... done
    • testing port 10600... done
    • ... (I trunk the text just for more readability but all are DONE)
    • testing port 10998... done
  • starting service... done

I know that some tests fails, but I don't understand how this affect softphones on LOCAL lan...
Do you have any suggestions?

Thank you!

 

[SteveITS]

The router/firewall shouldn't affect phones on the LAN as long as they are connecting directly to the 3CX server. I didn't know where the 3CX server was when I suggested the firewall test.

On the extension, under Phone Provisioning, select 3CX App, and to what is "Network interface for registration and provisioning" set?

In the Activity Log page, under Settings, set the Logging Level higher and see if the log contains entries for the aborted call. (set it back down when done).

SIP ALG should be disabled in the router: https://www.3cx.com/docs/manual/firewall-router-configuration/#h.vbntni6x8gau

 

[arcoMarco]

Under "network interface registration" there's the local ip address of the 3cx server.
I've set higher level of logging on the activity log and here the results:

04/22/2020 4:51:21 PM - [CM503020]: Call(C:3): Normal call termination. Call originator: Extn:101. Reason: No answer

04/22/2020 4:51:21 PM - [CM503016]: Call(C:3): Attempt to reach <sip:*********@192.168.0.2:5060> from Extn:101 has failed. Reason: No Answer

04/22/2020 4:51:21 PM - L:3.1[Extn:101] failed to reach Line:10000>>**********, reason No Answer

04/22/2020 4:51:21 PM - Call to T:Line:10000>>**********@[Dev:sip:[email protected]:5061] from L:3.1[Extn:101] failed, cause: Cause: 408 Request Timeout/INVITE from local

I've **** the phone number.
If I make the same try from a physical phone (yealink) I don't see these error message.
Any idea?

 

[arcoMarco]

I found the solution!!!!
In the 3cx softphone's preference settings was checked "Allow video calls".
Unchecking this option let the softphone working perfectly also for outbound calls!

I've discovered it by looking at the packets captured by wireshark.

Thanks for your support anyway!