Voice Not Coming on Remote Extensions at Different Solutions in Saudi Arabia (Urgent)

[Jawad Altaf]

Greetings Members,
I am Experiencing A Problem of Voice Not Coming in 3CX PBC V16 with Remote Location Extensions in Saudi Arabia.
On my On-Premises 3CX System V16 there are two Sites which are connected with Sophos Remote Ethernet Device Knows As Sophos RED X20. All of them are on my Local Area Network.
These two tunnel Devices are Connected with Main Sophos Firewall XG 125 Located at Main Head Office.
The Problem is that, When I dial the Extension of Remote Location from My Main Head office I am Not Able to Listen the Voice of Second person After the Ringtone.
However, When I select the PBX delivers the audio Option for all the Remote extensions which are approximately 35 Extensions, All the Phones are of FANVIL Supported Model I am Able to Listen the voice Clearly.

Kindly Suggest the Solution for this.
The Diagram of My Tunnel Device Of Sophos is Also Attached for one Site.(Basic Configuration with RED Device with Firewall).
I have Checked Firewall and all the Settings are ok. (Faced this Problem 2weeks Ago)

 

[Evolute IT]

This would mean that the two sites cannot talk to each other directly, therefore the audio isn't reaching. Using PBX Delivers Audio, all audio is sent and received from the PBX so the link between the two becomes irrelevant.

Make sure all your subnets are able to talk to each other. Same if you use VLANs.

 

[Jawad Altaf]

Thanks for your Response. How I can Make sure it works correctly? I am not using VLans. All I am using the Remote Ethernet Devices at Different Locations which are connected with Main Firewall of Sophos XG125 with IP Subnet of 10.10.10.1 and Other RED Devices are with 10.10.11.1 and 10.10.12.1 Subnets respectively.

 

[Jawad Altaf]

Thanks for your Response. How I can Make sure it works correctly? I am not using VLans. All I am using the Remote Ethernet Devices at Different Locations which are connected with Main Firewall of Sophos XG125 with IP Subnet of 10.10.10.1 and Other RED Devices are with 10.10.11.1 and 10.10.12.1 Subnets respectively.

I have disabled the SIP ALG in the Internet Router of the Remote Location to check, but it didn't worked. Still i cannot Hear the Voice after the Dial Tone.

 

[ChrisC_3CX]

Since this is clearly a network related issue we cannot provide specifics but what I would suggest is maybe first do some basic troubleshooting by performing a packet capture or two and then analyzing it with a tool such as wireshark. This may, at the very least shed some light on the matter and point you in the right direction. You might want to check our basic troubleshooting course which contains some information on how to do this: https://www.3cx.com/3cxacademy/videos/advanced/basic-troubleshooting/

If you need additional help investigating this I'd highly recommend reaching out to one of our partners who have seen and dealt with numerous of such cases and should be able to help you out.

 

[NickD_3CX]

Just to add to this, I think you should do a google search for "vpn hub and spoke".

From a very brief search I did, Sophos does have something like this:
https://support.sophos.com/support/s/article/KB-000035821?language=en_US

Disclaimer, I'm not a networking guru, so do your research.