Direct call not connecting trough Relay Server (Frontline onprem installation)

AlexFeil Posts: 1


Currently we're facing the problem that direct calls trough the phonebook, are not connecting properly. The caller gets "connected" but the callee has an endless loop on the loading screen.

If the caller adds a third participant to the ongoing call, the second and the third participant gets connected properly.

Also when creating a "planned call" with two participants, either "immediate call" or "scheduled call", the connection also works properly.

We're using an onprem installation and because of internal security restrictions, a TURN/STUN server - configuration.

We already set the "xserver.xassist.forceRelay"-property to "true".

Does anyone have an idea what the problem might be? Any other property or setting we might be missing?

Thanks and regards.



  • enoch_t
    enoch_t Posts: 1 Staff member 🤠

    Hi Alex,

    Want to also let you know that we are working on it and will communicate further through our regular channel of communication.

    Best regards,


  • Bricied
    Bricied Posts: 4 ✭✭

    Hello Alex,

    Hope so you're doing fine, I think so you're experiencing issues with direct calls through the phonebook in your on-premises installation. Here're a few suggestions to troubleshoot the problem:

    1. Verify the network configuration: Ensure that the necessary ports for communication are open and accessible, both internally and externally. Check if there are any firewalls or network restrictions that might be interfering with the direct calls.
    2. Review the TURN/STUN server configuration: Double-check the configuration of your TURN/STUN server to ensure it is properly set up and functioning correctly. Verify that the server address and credentials are entered accurately in your system.
    3. Check for any error logs or console messages: Monitor the logs and console output of your communication system for any error messages or warnings related to the direct calls. This can provide valuable information about the underlying issue.
    4. Consult your system documentation: Refer to the documentation or user guides provided by your communication system vendor for any specific settings or configurations related to direct calls and phonebook integration. They may have additional recommendations or troubleshooting steps.
    5. Contact support: If the issue persists, it is recommended to reach out to the support team of your communication system vendor. They can provide tailored assistance based on your specific setup and configuration.

    Hope so this will work for you!


    Bryce June