“Destination not Found” Troubleshooting

In this troubleshooting scenario, we are going to use the 3CX Server Activity Log to troubleshoot a situation where a user is trying to make an outbound call, however the call is terminated immediately and he receives the error: “Destination not found” on his phone.

  1. Load the 3CX Management Console.
  2. Ask the caller to try and make the call again, reproducing the problem.
  3. Go to the “Server Activity Log” node.
  4. You will need to identify the Call ID for the call that failed. If this is not a busy PBX, you can look at the logging at the top of the “Server Activity Log”.
  5. On a busy PBX, you will need to first select the extension number of the caller from the “Filter by Extension” drop down list.
  6. Hit the “Apply Filter” button, and the log will be filtered for the logging generated by the extension.
  7. The call number will be found in the log portion similar to: Call(C:22). In this example, 22 is the Call ID
  8. In the “Filter by Call” drop down list, select 22. The following is the resultant logging. Remember to start reading the logging from the bottom, up.

    Leg L:22.1[Extn:100] is terminated: Cause: BYE from PBX
    [CM503020]: Call(C:22): Normal call termination. Call originator: Extn:100. Reason: Not found
    [CM503016]: Call(C:22): Attempt to reach <sip:55542316@> from Extn:100 has failed. Reason: Not Found
    [CM503014]: Call(C:22): No known route from Extn:100 to target: sip:55542316@
    [CM503001]: Call(C:22): Incoming call from Extn:100 to sip:55542316@

  9. The second line of log shows that the PBX does not have an outbound route configured for such a number, and will thus fail to route the call. In this case, you will need to confirm that the number is correct. If the number is correct, review your outbound rules and configure a route which matches the number.

More information on the 3CX Server Activity Log and other examples on how this can be used for troubleshooting can be found here.

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