FAQ:3CX

3CX Hosted - Outgoing call Forbidden

Information:
VTX by default restrict outgoing calls to Switzerland (and France) IP.
3CX Hosted usually is located in Germany and is using a German IP.

Solution:
Connect to Adminconsole. From System overview page you can get the IP of the Hosted 3CX.
Add it in kiosk on the telephony service - Call restrictions - Tab: IP FILTERING

After update from V18 to V20 not able anymore to edit trunk

OnPremise ONLY (not working for hosted 3CX)

Problem

After update from V18 to V20 when clicking on "Edit Trunk" you get kicked back to the people page.

Reason

• The template previously used is not anymore present in the system
• Parameters of the template used, did changed

Fix

• Click on the dots and select "export" to get the file (it will be named as "provider.pv.xml")
• Rename the "provider.pv.xml" file to "vtx.pv.xml"
• Once file is renamed, upload it to /var/lib/3cxpbx/Instance1/Data/Http/Templates/provider

Afterwards you should be able to view and edit the sip trunk again
3CX does recommand to delete the Trunk and reconfigure from scratch (using generic template)

No VTX template available - which template should I use?

OnPremise ONLY (no template available for hosted 3CX)

Generic (Supported by Provider) There are several templates available:

• Generic SIP Trunk (IP Based)
• Generic VoIP Provider (Registration)
• Templates from other providers (sunrise/swisscom/iway/etc)

Information:
Do not use a specific provider, choos one of the 2 available Generic (Supported by Provider) templates
you can choose, both of them are working.

• In case of using "Generic SIP Trunk (IP Based)" please change Type of authentification" to "Register/Account based"
• In case of choosing "Generic VoIP Provider (Registration)" please change "Transport Protocol" to "TCP"

Registration problems from time to time (irregulary)

Problematic:
Everything is working great, but from time to time your customers get the message when trying to reach you: "the number you have dialed is not reachable, please try again later".
Or if you try to call out: "Call could not get established"

Information:
If the template choosen is using "Any" for "Transport Protocol" it is using UDP by default.

Solution:
change "Transport Protocol" to "TCP"

Reason: the "Re-Register timeout" setting in the system is not taken count when using "Any" (which is UDP) and reregister interval is only 30s. As this is shorter than the transaction timeout for retransmission, it can lead to registration problems.

Hosted 3CX - No VTX/CELESTE provider

Problematic:
No VTX/CELESTE template available and also no generic template anymore available in 3CX Hosted Version 20

Workaround:
(Thanks to our partners which gave this tip!)
Use "Swisscom Smart Business Connect Internet" Template which allow to adapt most of the parameters.
Registrar/Server: overwrite with your Servername, deactivate automatic recognice and enter Port 5060
Transportprotocol: change from TLS to TCP
SRTP-Modus: change to deactivated
Re-Register-Timer: change from 120 to 600