Running Diagnostics on 3CX Phone System.  We will need three things.  The logs created via a support email sent to the administrator, wireshark logs, and the phone logs.

-Go in Dashboard → Activity Log → Settings, set the Logging level to "Verbose".

-Restart all 3CX services.

-Install Tshark if needed and start capture doing the below:

     apt-get install tshark

     mkdir pcap

     chmod +7777 pcap

-Attempt to replicate your issue if possible or wait for the issue to occur.

-Stop capture pressing Ctrl+C and document the following elements needed for troubleshooting

-Lookup the file name by navigating to the folder, then list the contents

cd pcap

dir

*Highlight the file name and right click, it will place it in the clipboard*

-Download the file by clicking on the gear at the top right, select download file, and enter the FQFN into the path

a. Date and time of the test call

b. DID/extension initiating call

c. DID/extension receiving call

After you have captured and documented the details go to: Management Console → Support (in the top right corner) → "Generate Support Info".

(An email with a link to download the support bundle is sent to the configured administrator email address)

Attach the support bundle and PCAP file with relevant timestamp in its filename (you should pick the file with closest timestamp previous to the issue).

You may upload directly to the support portal if size is below 15MB or use a Dropbox account of your own.

Find the IP of the phone using Advanced IP Scanner, you can get the phone's MAC Address and Admin password under the Phone Provision tab for that phone.

Once in, go to the Settings \ Configuration settings, that under the PCAP Type, change to Enhanced, and then the start button while you create the issue.

Gather all this info and compile into a ZIP File and send to 3CX