Video meeting - dialled in users can't hear web URL users

[Jonathan Price]

Hello,

We are having an issue with the relatively new feature whereby phone users can dial-in to video conferences as if they were audio conferences.

Phone users are able to join the conference, and when they do, a user called ":Conference Calls" shows up in the web meeting. You get one of these users for each mobile user that dials in.

The mobile users can hear each other fine. However, they can't hear the desktop users. Likewise, the desktop users can hear each other fine, but can't hear the mobile users. We end up with effectively two conferences going on at once, one between the desktop users and one between the mobile users.

We have tried using the following:

• mobile phone calling external conference number
• 3CX app on mobile phone calling external conference number
• 3CX app on mobile phone calling internal extension for conference
• Desktop app calling external conference number
• Desktop app calling internal extension for conference

None of these combinations work. They all do the same thing where the dialled in users can hear each other, but there's no communication with the people who have joined the video conference using the web link (https://xxx.3cx.net/join/xxx).

We have done some investigation so far:

• There are no warning or error messages showing in the event log
• Audio conferences work fine between mobile users and desktop users (using either the desktop client or the web interface). It's just video conferences that are affected
• If a phone user is the first person to join, they get hold music until somebody else joins the video conference, this can be another phone user or a desktop user, so it recognises when a desktop user is present
• We have checked and are continuing to check for any network issues. There are definitely no packets being blocked to the 3CX VM. We have also checked our firewall for all inbound blocked packets and there is nothing 3CX related when this is tested.

If anybody has any suggestions, it would be greatly appreciated!

Thanks,
Jonathan.

 

[MarcelloV]

Hello, this feature has been in production since a while and it's working properly, so there's a good chance something is wrong with your setup. I can help you to troubleshoot, contact me privately.

 

[architect1]

We have the same issue.

 

[LeonidasG_3CX]

This is expected if you don't have your PBX's WebRTC ports open.
Make sure 10500-10999 are open on your PBX.