Hello, I need some help. I created the internal server to use between the receptionist’s extension and an Intelbras SS 3540 MF Face access controller. I created extension 1001 for the receptionist’s phone and 1002 for the controller and I created 1003 to put on my machine via the MicroSIP software to carry out tests. The problem is that when I call the controller with extension 1002 it doesn’t receive a call, it rings 3 times and the call drops, however if I call from 1003 (my pc) to 1001 (reception) they work. I’ve done several tests, such as putting extension 1002 on my machine, and it works.
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You are going to have to contact Intelbras for this. Ask for their recommended Asterisk config. They have no manual whatsoever on the English portion of their website for this product. They claim to be in business for 45 years and their technical support people should be able to email you that. You can post it here and we can take a look at it.
So I contacted their support, they have their own extension server and they tested my controller with their server and it worked. Then they said I’d have to check the problem on my server, because the controller is working.
Tell them to send you configuration information for an Asterisk server. Clearly, the existing configuration on the controller is not what Asterisk is expecting.
Yes, this is called “tech support stalling” in the trade it is designed to stall and delay you until you get past the 30 day return period.
in the United States the federal Uniform Commercial Code forces a mandatory 30 day return period that a consumer can return any product no questions asked, for any reason. Brick and mortar retailers have used various tricks to try to stall out customers, online retailers do the same.
I don’t know what the laws are in your country.
When buying brand new tech I’ve never used before I never take delivery on it until I have the environment completely configured for it, and then the moment the box comes I unpack the device and immediately start testing. And if there’s a problem I am a COMPLETE and utter asshole to the tech support department if I get a response like what you got - and I make absolutely sure to repeatedly demand escalation and inform the manager when I get them on the phone that the tech is still within the return period and I WILL return it for refund then post my exact experiences with it and them to social media.
I’ve learned, you see.
Any boob can fire up a copy of Photoshop and create a glossy marketing slick for a product that isn’t completely ready to ship and make money off the initial surge of orders for it.
If Intelbras wants to be in this for the long haul then they need to do better than what you got. They have their own server - great. It’s almost certainly Asterisk-based. They know the config they used for their test server they have zero reason they can’t just give it to you. They are being completely stupid here because a good review in this forum will for sure certainly guarantee sale of many more units while a bad one will have negative reprecussions.
If you want to get this to work then I would call back, politely, and ask for escalation and when you get a manager online, tell them look, you guys are advertising this as a SIP AKA VoIP device and Asterisk (don’t use the name FreePBX as they may not know what that is) is used as the core of a TON of commercial PBX systems, certainly you can supply me with a recommended config for SOMETHING.
If you want to get into the nitty gritty and get fancy all you really would need to do is put a network tap in between their device and your Internet connection, have them test the controller with their server, run wireshark and capture the SIP conversation, then attempt to connect their door phone with your FreePBX server and do the same. A comparison of conversations will show the difference.
The fly in the ointment here is if their intent is to sell you not just the door phone but an entire system behind it. In the US we call this the “entry/access control” market and it is dominated by systems from Doorking and others that are mostly sold to facilities managers who think SIP is something you do to a straw plunked into a McDonald’s milkshake. In those sales the doorphone is just the carrot dangled in front of the customer, the company really isn’t interested in selling you anything unless you buy the doorphone plus $10k more of gear behind it to run it. And they ususally will get what they want because the facilites managers aren’t tech people.