Unable to successfully place call from one client to another..

[pacpac]

Hi, I am unable to place a call from one client (iPad with 3CX app) connected to wi-fi, ext 201, to another client (iPhone with 3cx app), ext 200, connected to the cellular network. The iPhone rings, when I answer, I hear nothing and the client on the iPad continues to ring. Using 3CX v 15.5. I see this in the activity log:

11/17/2018 8:47:01 AM - [CM503003]: Call(C:19): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

11/17/2018 8:47:09 AM - Call to T:Extn:200@[Dev:local] from L:19.1[Extn:201] failed, cause: Cause: BYE from 127.0.0.1:5080

The firewall checker is OK. When I initiate the call from the iPhone (still on the cellular network) to the iPad (still on the wi-fi network), all is fine. But, the other way, no luck. Also, when both clients are on the same wi-fi, calls both ways are fine.

Ideas?

 

[Steven Fletcher]

Info sent as requested, thanks.

 

[intech1]

Carrier: EE UK
Carrier plan (pay monthly, pay as you go, etc...): Monthly
Affected Client (iOS, Android, Both): iOS
Version of client: 15.5.18.472
Version of OS: 12.1.1
Affected calls(Inbound or Outbound): Inbound (calls are received but go dead when answered)
Are you able to register the client?: Yes
Can you receive calls if the client is open and registered?: Yes but goes dead when answered
Additional notes: Work's ok on wifi and with an o2 UK SIM Card & THREE Sim card.

 

[intech1]

@YiannisH_3CX (Support Team) - Info sent as requested, thanks.

 

[YiannisH_3CX]

@YiannisH_3CX (Support Team) - Info sent as requested, thanks.

Thank you for the information

 

[LeonidasG_3CX]

Thank you all. The info you provided is proving quite useful.

We'll be getting back to you once we have good news on this. Please keep in mind that we'll need a little bit more time than usual to properly review and hopefully address this due to the upcoming holidays.

 

[YiannisH_3CX]

We have also released a new Beta client for android that has some IPv6 improvements. Nothing specific with the issue at hand but might be worth testing to see if there is a change in behaviour.

 

[Steven Fletcher]

Hi Yiannis,

I have tested the new beta (19th December version) but there has been no change.

Regards

Steve

 

[YiannisH_3CX]

I have tested the new beta (19th December version) but there has been no change.

Thank you for testing and providing us with feedback.

 

[edearlove]

Hi, looks like I'm having a similar issue, working on WiFi all is fine but on cellular, push notification work, phone rings, you can press answer and the client either goes back to 'standby mode' or looks like connected but no audio. The caller still hears the ringtone, although BLF show on call. Any guidance appreciated!

Carrier: EE
Carrier plan (pay monthly, pay as you go, etc...):Pay Monthly
Affected Client (iOS, Android, Both): iOS
Version of client: 15.5.18.472
Version of OS: 12.1.2
Affected calls(Inbound or Outbound): Inbound
Are you able to register the client?: Yes
Can you receive calls if the client is open and registered?: No
Additional notes:

 

[Chris Hackett]

Hi,

I have some interesting feedback. My iOS device was working perfectly on EE but I hadn't updated to 12.1.2 yet. I was still on a 11.4.1 and while using 4G everything was working perfectly. My Managing Director mentioned he couldn't pickup voicemails remotely so I thought I would upgrade to 12.1.2 and then I also couldn't take any calls or get a voicemail while on 4G.

This tells me there is something about iOS 12.1.2 that is causing this problem. I've also had reports that our users who are on sky broadband appear to be having the same issue while using iOS (Any version as far as I can tell)

Carrier: EE
Carrier plan (pay monthly, pay as you go, etc...):Pay Monthly
Affected Client (iOS, Android, Both): iOS
Version of client: 15.5.18.472
Version of OS: 12.1.2
Affected calls(Inbound or Outbound): Inbound
Are you able to register the client?: Yes
Can you receive calls if the client is open and registered?: No
Additional notes: Was working on an older version of iOS (before iOS 12). I've also had reports of WiFi not working when using sky broadband but I guess they are blocking some of the standard ports.

Cheers

Chris

 

[Chris Hackett]

I couldn't find a way to edit my message so here is an update.

A colleague in my company still has the older client app version and it is working for her even though she is on 12.1.2 and her EE IP address is showing as an IPv6 address. Mine above is also IPv6.

Carrier: EE
Carrier plan (pay monthly, pay as you go, etc...):Pay Monthly
Affected Client (iOS, Android, Both): iOS
Version of client: 15.5.17.418
Version of OS: 12.1.2
Affected calls(Inbound or Outbound): None
Are you able to register the client?: Yes
Can you receive calls if the client is open and registered?: Yes
Additional notes: This version of the app works even when on iOS 12.1.2 and with an IPv6 address.

Hope this helps, looks like we need an app downgrade in the app store to resolve this problem.

Cheers

Chris

 

[YiannisH_3CX]

Hello @Chris Hackett

Thank you for sharing the information. We will look into this and report back once we have an update.

 

[Nick Bartlett]

Carrier: EE
Carrier plan (pay monthly, pay as you go, etc...): Pay Monthly
Affected Client (iOS, Android, Both): iOS
Version of client: 15.5.18.472
Version of OS: 12.1.2
Affected calls(Inbound or Outbound): Inbound (seems to answer at my end, but keeps ringing at callers end)
Are you able to register the client?: Yes
Can you receive calls if the client is open and registered?: Yes, but when answering it seems to answer at my end, but keeps ringing at callers end

 

[Chris Hackett]

Hi @YiannisH_3CX,

Has anyone managed to look at this yet? It's a real problem and we need a solution ASAP. We have many people in our business unable to receive calls via the app when they are on mobile data. I've recommended all our staff to not update the app to the newest version until this is resolved but we have many who automatically update.

Could we have an ETA on when this will be resolved?

Cheers

Chris

 

[YiannisH_3CX]

Unfortunately i do not have an update on this as our development team is still looking into this. As you can see EE is the only provider with this issue so before we apply a fix we need to make sure that we do not break all other providers in the world. We do have other providers using IPv6 that do work with the latest 3CX client so we need to be very careful in what we change.

 

[Oli Morgan]

I have new clients using 3CX experiencing this:

Carrier: EE
Carrier plan (pay monthly, pay as you go, etc...): Pay Monthly
Affected Client (iOS, Android, Both): Android
Version of client: 15.5.346.651
Version of OS: 8.0.0
Affected calls (Inbound or Outbound): Inbound (seems to answer at my end, but keeps ringing at callers end or goes to Voicemail)
Are you able to register the client?: Yes
Can you receive calls if the client is open and registered?: No, when pressing the answer button it diverts to voicemail\ends call

 

[mazingtree]

We installed a new 3CX phone system today, and had this exact issue - You can call the extension (from either internal, or external source and the 3CX IOS App rings but cannot pick up the call.

We had 4 phones to test, all on EE.
Android Phone 1. latest OS and 3CX app: OK.
iPhone 2. IOS V11.x (havn't got exact version handy) is OK.
iPhone 3. See spec below IPv6: Fails
iPhone 4. See Spec below IPV6: Fails
iPAD 5: latest V12.1.2 IOS, V15.5.18.472 - EE SIM Only contract IPv4- This works fine.

Carrier: EE
Carrier plan (pay monthly, pay as you go, etc...):Business Pay Monthly
IP address (Google by googling "IP") : IPv6
Affected Client (iOS, Android, Both): iOS
Version of client: 15.5.18.472
Version of OS: 12.1.2
Affected calls(Inbound or Outbound): Inbound
Are you able to register the client?: Yes
Can you receive calls if the client is open and registered?: No

Additional notes: I know my iphone 3 worked last week, but I recall updating it to latest V12.1.2 last week - Is that when the SIM Card also changed to IPV6, or is it IOS12 that supports IPV6. It was working because I recall answering it on the handsfree in the car, and thinking that it worked very well.. We have tried one worming phone on the same extension, and then tried exactly the same test on our customers 3CX system and the results are consistent, so we know the system is configured correctly because we have an iPAD and one iPhone on older IOS + Older SIM card that work on the same extension.

 

[mazingtree]

We installed a new 3CX phone system today, and had this exact issue - You can call the extension (from either internal, or external source and the 3CX IOS App rings but cannot pick up the call.

We had 4 phones to test, all on EE.
Android Phone 1. latest OS and 3CX app: OK.
iPhone 2. IOS V11.x (havn't got exact version handy) is OK.
iPhone 3. See spec below IPv6: Fails
iPhone 4. See Spec below IPV6: Fails
iPAD 5: latest V12.1.2 IOS, V15.5.18.472 - EE SIM Only contract IPv4- This works fine.

Carrier: EE
Carrier plan (pay monthly, pay as you go, etc...):Business Pay Monthly
IP address (Google by googling "IP") : IPv6
Affected Client (iOS, Android, Both): iOS
Version of client: 15.5.18.472
Version of OS: 12.1.2
Affected calls(Inbound or Outbound): Inbound
Are you able to register the client?: Yes
Can you receive calls if the client is open and registered?: No

Additional notes: I know my iphone 3 worked last week, but I recall updating it to latest V12.1.2 last week - Is that when the SIM Card also changed to IPV6, or is it IOS12 that supports IPV6. It was working because I recall answering it on the handsfree in the car, and thinking that it worked very well.. We have tried one worming phone on the same extension, and then tried exactly the same test on our customers 3CX system and the results are consistent, so we know the system is configured correctly because we have an iPAD and one iPhone on older IOS + Older SIM card that work on the same extension.

 

[mazingtree]

As additional feedback.
My iPhone (IOS1.1.2 and 3CX V15.5.18.472) Fails when it hasan IPV6 address.
If I tether through my IPAD that picks up an EE IP address then the iPhone works and can answer calls.

 

[Chris Hackett]

Hi @YiannisH_3CX, do you have any further feedback on this issue. Looks fairly obvious where the issue is from looking back at the posts above here.

Old versions of the app on newer iOS work but as soon as you update the app it stops working when on EE. From the last post, if the phone is on WiFi even if that WiFi is coming from the same non-working IPv6 phone.

Please could you just make the previous version of the app available on the app store and then we can get back to having a working app and not have to divert all calls to the actual mobile.

Cheers