Solved Yealink W56H phone outgoing calls "invalid" or "forbidden"

[Leonie]

Hi,

We have a 3CX system with Yealink phones, one T48S and five W56H. One of the W56H phones was having troubles so we sent it back under warranty and got a new one in place.
This new one is now having troubles making outgoing calls, saying they are "invalid" or "forbidden".
When we try to dial that extension from any of the other phones it just diverts to the mobile set up for voicemails.
We cannot get incoming calls from other numbers on that phone either, it says the same thing about being "invalid".
I have had a look in our Phone System Management Console and the settings are the same for all 5 W56H phones.
I have run an auto provision on the phone as well.

Any ideas?

Thanks!

 

[cobaltit]

Is that extension showing as registered? The W56H is just a DECT handset. The actual SIP registration happens on the base. If you did everything you said then all you should need to do is pair the handset with the base again and match it up to the extension.

 

[leejor]

What, exactly, is the Activity Log showing?

 

[Saqqara]

How many dect base stations do you have ?

As above check the phones are registered with the dect base unit.

How are you provisioning the phones - local, stun or sbc

Info on configuring the phones - https://www.3cx.com/sip-phones/yealink-dect-w52p/

https://www.3cx.com/sip-phones/manually-provision-yealink-dect/

 

[Leonie]

cobaltit, We are trying to pair them, we tried pressing the button on the base and it sends out a signal to all W56H phones but doesn't show anything to press on the phone itself.

leejor, the Activity Log on the 3CX dashboard? That isn't showing anything.

Saqqara, we only have one base station. At the moment none of the phones are showing up as registered as it seems to have reverted back to factory settings. All of them are red on the extensions page of the Phone System Management Console.

Looks like we might have to start from scratch again.

 

[YiannisH_3CX]

Sounds like you need to reset and re-provision the DECT base before adding the handsets. Also make sure that you are running the supported firmware https://www.3cx.com/sip-phones/yealink-dect-w52p/

 

[Leonie]

Hi all,

Sorry for the delay. This issue has been solved now. It turned out we had to remove both the old and the new phones from the system and reset the new phone to the old extension.

Thank you all for your help.