No audio on external calls

[ITSD]

We have an audio problem with a new Yealink W52P phone connected to a 3CX PBX.

Calls can be placed from the phone to internal extensions or external numbers, audio is good in both directions and call quality is excellent.
Calls can be received by the phone from internal extensions, audio is good in both directions.

Problem:
When an external call comes in there is no audio both ways:
1. The phone rings
2. The user is able to answer the call and the call is connected
3. The user is unable to hear the caller and the caller doesn’t here the user (No audio is received in both directions)
4. If the user puts the call on hold and then resumes the call two way audio is restored.
5. The call needs to be answered, quickly put on hold and then resumed for two way audio to function properly.
6. This issue affects 100% of inbound calls to this phone from external numbers.

PBX: 3CX v11
Yealink W52P Firmware: 25.30.0.40
Yealink W52P Hardware Version 25.1.0.0.0.0.0

Both phone and PBX are on the same subnet connected to the same network switch.

[Yealink Support]

Hi ITSD,
1. Both of these two phones are W52P? Or cellphone call W52P?
2. Did you try with other phones, and also have the same issue when using other phones?
3. Could you provide PCAP trace, syslog(level 6) and config.bin file to us, so we can analyze?
Before you export the syslog, please set log level as 6, and reboot the phone, then click Start,and reproduce the issue, then click Stop,and export the trace, syslog, config,bin to us.
(About where to export these files, please refer to attached screenshot.)
These three files are very important for us, hope you can kindly understand.
Thanks.

[Michael]

Did you found a solution?
I have the same problem with 3 W52P phones.
All the other phones (Cisco Sipura and Siemens) are working without any problem...

[ITSD]

We don't have the issue with the other phone's.
the situation in our case is that the caller is in an queue of 3cx,

after we set the call on hold and get te call back the sound is working.

as atachment i have the syslog
  syslog (1).tar (Size: 334.5 KB / Downloads: 5)
the pcap
  25.30.0.40_7_32_34.pcap (Size: 636.95 KB / Downloads: 6)
and the config.bin (compressed)
  config.zip (Size: 24.55 KB / Downloads: 4)

[Yealink Support]

Hi ITSD,

Thanks for your information.
I have submitted it to our R&D. If any update, i will contact you soon.

[ITSD]

Is there some update information?
we want te sell the w52p to customers and we need to wait until this is fixed.

[Yealink Support]

Hi ITSD，

Your issue seems that codec doesn't update in second INVITE. Our R&D colleague is solving this issue now.
But can you upgrade your W52P and try again?
http://www.yealink.com/Upload/W52P/V40/25.30.0.50.zip

[ITSD]

Administrator,

We are already on the FW version 25.30.0.50

ITSD

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Administrator,

When will this issue being solved? It’s keeping us from selling the W25P to our customers.


ITSD

[Yealink Support]

Hi ITSD,

It seems that your issue still in the latest version.
We will released a fixed version for you until next Friday in schedule.

Best Regards

[Michael]

Is that firmware released for the public?
We still got the same problem...