Upgraded to v20 and not able to access the SIP truck settings and not working

[Thiek]

I'm using Patton SBC (Session Boarder Control) units (at 17 sites) and have always used the Patton Trinity ISDN T1 (SN4171) template which was accepted by 3CX and worked just fine even though the device is now the SN5481 as no longer the PRI SN4171. After the upgrade I cannot access the settings for this device nor can I add it to any outbound rules. I'm seeing in other posts "... version 20 is much better than 18, you'll have to delete the device entry and recreate at using our generic template". Is this true, there's no other way around this such as adding a template onto the 3CX server like we used to do? There has to be a solution, if I delete the entry under Voice and Chat this will remove all the DID's associated with each ext., each ring group, each 911 callback, and each emergency outbound rule... we have appx. 200 DIDs per site which means many hours of work.

 

[Thiek]

In v18, when adding a Patton gateway in 3cx under SIP Trunks, there used to options like “Supports Re-invites” and “Default IP Route” as these made a difference. If Supports Re-invites was selected the on-hold music did not play, and if a Default IP Route wasn't entered we would have on-way audio.

 

[DrLloyd]

Has anyone had any luck with this? Support tells me that underlying issue is they have not supported gateways for some time. I am not in a position with a client to update to SIP yet for contractual reasons. The system works fine, but if I recreate the gateway so I can edit it, I can no longer send the CID from extension settings.

 

[Thiek]

Works fine on v18, using a Patton SN5481 SBC that connects to an AT&T IP Flex router. In 3CX we used an older Patton template for the Patton Trinity ISDN T1 (SN4171/SN4970), in fact this was connected to a PRI circuit using Patton's SN4171 but we upgraded to SIP, unplugged the 4171 and plugged in the 5481 and it registered to the existing 3CX SIP Trunk entry which was wonderful as we didn't have add all our DID's back, and then add them to each ext., ring group, 911 emergency rule, etc.

However, with v20, our test system is currently without a SIP circuit which means the most important thing for v20 testing can't be done and holding back all upgrades. I'm hoping I'll have something in place in week or two and I'll update my findings.

 

[DrLloyd]

We upgraded, a perfectly good working as intended V18 system to V20. After the upgrade everything worked, but the gateway could not be edited due to the deprecation of the gateway template. We blew away the gateway, and created the new one that was editable, and calling works fine, but the outbound caller ID does not seem to be configurable- it follows the trunk phone number setting in the gateway.
At this point- we have changed nothing on the gateway itself. all settings are as it was on V18/V20 upgraded. Whole thing seems strange- I understand not supporting legacy circuit types- but sometimes there are reasons.

 

[Thiek]

I see what you mean, just looked at the generic template I created after having to delete the working v18 template that ported over but no longer accessible. With such options missing I'm concerned how upcoming testing will go.

I agree, whole thing seems strange to not support what was once supported, or at least they allowed templates to be installed from Patton. Seems they only want a customer with small to mid-office size, using the web-client but if needed maybe a few support IP phones. Starting to consider upgrading our 18 sites to Teams, future testing might determine that outcome.

 

[Kerry]

We have also upgraded to v 20 update 3 and now have no ability to edit existing SIP trunks. When you try to edit a SIP trunk it takes you back to the Teams extension list screen. This need to be fix immediately, this is a fatal flaw in functionality.

 

[Evolute IT]

We have also upgraded to v 20 update 3 and now have no ability to edit existing SIP trunks. When you try to edit a SIP trunk it takes you back to the Teams extension list screen. This need to be fix immediately, this is a fatal flaw in functionality.

Not a bug. Check your template permissions in the 3CX folders. Must be owned by the phonesystem user and not root or something like that. We've seen many do this when using custom providers.

 

[fxbastler]

I've seen this also: the template file is just missing.

 

[N_G]

So you should be able to use the Patton after an upgrade as a gateway. Some reconfiguration will be required which you must undertake by yourself in cooperation with Patton support if need be. We do not offer support on that. When we say unsupported it doesn't mean it doesn't work but it means you must go to the vendor for help on configuration of said device.

The thread above talks about Patton SBC units but these have never been supported by 3CX and are not required at all. Just Patton T1 gateways. These work perfect and some minor reconfiguration of the device might be required.

We are updating the gateway configuration guide accordingly in the next few days.

 

[DrLloyd]

https://www.3cx.com/docs/manual/configuring-voip-gateway/

https://downloads-global.3cx.com/downloads/misc/pstn/patton_generic.xml

These work great for V20- you will still have to rebuild the gateway if you want to edit it after upgrade- then follow the above. I think that is by design as they are streamlining configurations. I am not brave enough to mess with permissions at the file system level like @ConceptsWeb suggests- I wish to keep things as stock as possible as that usually works. I'm vanilla, what can I say?

 

[nowak68]

Not a bug. Check your template permissions in the 3CX folders. Must be owned by the phonesystem user and not root or something like that. We've seen many do this when using custom providers.

I have the same problem , using Digital Ocean , how to fix this ? Can you guide me ?
Regards , Harry

 

[Evolute IT]

I have the same problem , using Digital Ocean , how to fix this ? Can you guide me ?
Regards , Harry

If you don't know how, get a partner to do it.

 

[nowak68]

If you don't know how, get a partner to do it.

That was a no I guess ...
Regards,
Harry

 

[Evolute IT]

That was a no I guess ...
Regards,
Harry

Because it's risky. If you don't know how, get somebody to do it for you, don't try and do it and screw something up. As for a "guide", I explained what to do already in the thread, if you feel unsure, then don't do it. Simple as that lol

 

[nowak68]

Because it's risky. If you don't know how, get somebody to do it for you, don't try and do it and screw something up. As for a "guide", I explained what to do already in the thread, if you feel unsure, then don't do it. Simple as that lol

No problem,there`s always a backup to return So not risky at all , so 3cx folder , and then templates and then Phonesystem (999) ? (/var/lib/3cxpbx/Data/Http/Templates)
regards,
Harry

 

[Thiek]

3 responses to some of the above posts:

The Patton T1 template mentioned by N_G, this was used on v18 with the Patton SBC SN5481 (SIP circuit) which replaced the Patton SN4171 (PRI circuit), in fact when we switched out the devices (upgraded from PRI to SIP) we did nothing in 3CX and continued using the same 3CX gateway ISDN T1 entry to connect 3CX to the device. Following the link https://www.3cx.com/docs/manual/configuring-voip-gateway I tried to import the Patton T1 template but it won't import, I get "provider template file has incorrect structure" so I'll check with Patton for support. Holding out we'll get this working as I have many v18 to v20 upgrades and hate having to delete the T1 and recreate using the generic template.

File permissions mentioned by ConceptsWeb, two questions, which folder should I look at - ...ProgramData\3CX\Instance1\Data\Http\Templates\gateway or ...ProgramData\3CX\Data\Http\Templates\gateway Also, you said it must be owned by the phone-system user, not sure what this means. If my network userid is JDOE are you saying I need add this user to the folder permissions and provide full access? How does 3CX know I'm JDOE, is it looking at the email assigned to my ext.?

Using the generic template I ran into the same issue as DrLoyd above, system is only sending on the main trunk DID and not sending out the DID's assigned to individual extensions, this is a big issue for 911 location are our building are divide in multiple zones. And, putting a call on Hold, audio is lost when return to the call. We are ver 20.0.3.659, will "update 3 Final" fix this issue?

 

[nowak68]

No problem,there`s always a backup to return So not risky at all , so 3cx folder , and then templates and then Phonesystem (999) ? (/var/lib/3cxpbx/Data/Http/Templates)
regards,
Harry

In my case the provider file was changed , deleted the trunk and added it again , and fixed
Regards,
Harry

 

[Thiek]

Update to the 3 issues at hand:
1. DID's assigned to individual extensions not getting pushed out (show stopper because of 911).
2. Place customer on-hold, take off hold and there's only 1-way audio (show stopper, can't bad for business)
3. New issue - when someone is on hold, no hold music

Installed Update 3 Final, now at build 806 and also imported the patton_generic.xml template following instructions in above earlier post. Upon doing so, I do not see this template as a selectable option under Voice & Chat > Add Gateway (should I ?? ) but upon importing the template I was automatically taken to the Voice & Chat page to add the new gateway. I added the gateway, and now the correct caller IDs (DIDs) are getting pushed out and we have two-way audio after taking customer off hold.

However, no hold music which was also an issue on v18 if you did not turn off "Supports Re-Invite". To fix, I modified the patton_generic.xml template and changed the value of "IsSupportReinvite" from a 1 to 0. Imported the template again and re-added the gateway and now hold music is back. Wish this field was visible in 3CX like it was in v18 but at least the 'show stopper' issues are resolved. Sadly, we're now into the busy holiday season.