Yealink desk phones not ringing but 3cx app is

[voiptechkin]

Sporadically, a call will come in and the desk phones will not ring but the 3cx app. All calls are routed to a ring group with 4 phones using Voxtelesys. The site has only 5 phones. I have checked the activity and events and neither show any errors. Any help would be appreciated. Thanks

 

[KyriacosS_3CX]

Hello,

How are the phones connected to the PBX?

 

[voiptechkin]

Hello,
VPN

 

[KyriacosS_3CX]

Hello,

My focus would be on the VPN and general networking setup - thinks to clarify, this is only an issue with external call, or do you also get it with internal? Phono to phone or app to phone?
Do any outgoing calls cause an issue?
Is any other traffic running over the specific VPN, or just phones <-> PBX?
(Split) DNS is set up properly?

 

[Kevin Attard Compagno]

You mentioned "The site has only 5 phones."

Do you have other sites connecting to the same PBX? Are the other sites NOT experienceing this?

 

[voiptechkin]

Hello,

My focus would be on the VPN and general networking setup - thinks to clarify, this is only an issue with external call, or do you also get it with internal? Phono to phone or app to phone? External only, No issue phone to phone.
Do any outgoing calls cause an issue? No issue
Is any other traffic running over the specific VPN, or just phones <-> PBX? Just phones
(Split) DNS is set up properly? Yes

 

[voiptechkin]

You mentioned "The site has only 5 phones."

Do you have other sites connecting to the same PBX? Are the other sites NOT experiencing this? No other sites. Only one

 

[KyriacosS_3CX]

Check VPN lifetimes, what side can initiate the tunnel, and perhaps keep a ping running to keep it up.

VPN logs should be checked - if the VPN is in a down/initiating state when these call issues appear, perhaps it needs tuning. Let's eliminate it from the possible failure points.