Webclient/Desktop app - No voice via BT Smart Hub 2

[CranberryMM]

New install
3CX Hosted - 18.0 (Build 418)
Professional license
Desktop app - 18.10.461
Web client - 18.0.5.418

Both web client and desktop app are registering and able to make and receive calls, but no voice traffic is heard in either direction. This is for internal and external calls. *777 is also silent.
3CX smartphone client works perfectly via the BT SH2 WiFi.
This is the case for 2 home users, both using the BT SH2.
Accessed one the BT SH2 and confirmed SIP ALG is disabled (just in case).

We've now swapped out one of the BT SH2 for a test router which seems to work fine!
Any ideas what could be stopping the voice in both directions and only for the desktop/web client?

Many thanks

 

[JohnS_3CX]

Hi,

It sounds like the firewall in the Hub may be a bit too aggressive and blocking legitimate traffic. The answer might be hidden somewhere in the security settings, but consumer devices tend to automate too much of that and not reveal enough options on the UI.

It was a good idea to test with an alternate router, at least that confirms your 3CX system, app and PC are ok.

While we cannot provide you with help on the specific device, perhaps you can get some help from the vendor.

 

[CranberryMM]

Hi,

It sounds like the firewall in the Hub may be a bit too aggressive and blocking legitimate traffic. The answer might be hidden somewhere in the security settings, but consumer devices tend to automate too much of that and not reveal enough options on the UI.

It was a good idea to test with an alternate router, at least that confirms your 3CX system, app and PC are ok.

While we cannot provide you with help on the specific device, perhaps you can get some help from the vendor.

Thanks for that John.
Would you know what the affected ports could be to help the vendor troubleshoot?

 

[JohnS_3CX]

It's TLS, so the ports are going to be random but the audio usually travels towards the 3CX public IP in the 10500-10999 destination port range if this helps.

They would have to gain access to an extension, and then monitor the traffic while trying to call *777 for example then figure out what the box does that blocks the traffic. It requires networking and browser WebRTC knowledge at the very least I would imagine.

If it's not worth the trouble, consider using an alternative router, possibly one you will have more control over or a model you are more familiar with.

 

[CranberryMM]

Thanks for the speedy response John.
Not sure how far we'd get with BT troubleshooting. I'd guess the most painless solution will be replacing these BT Smart Hubs!
Thanks again