3CX auto attendant playback problem!

Discussion in '3CX Phone System - General' started by Don_Zalmrol, May 9, 2012.

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  1. Don_Zalmrol

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    Hello all,

    As the title says, our 3CX server will not play any auto attendant message for external callers or even the voicemail options.

    Yesterday all of a sudden, the 3CX server gave me a notice that we where running the "free version" of the system.
    Which is not possible, since we payed for the licensed and activated it ourselves…

    I've inserted the registration key again, and now it's active again. But now the auto attendant/ voicemail doesn't work anymore externally…

    Here is the situation:

    When I dial on a local sip phone to auto attendant 1 (number 800) I hear my voice with the options.

    When I dial the line number with my cell phone or a neighbours line phone, the message won't play.

    The strange part is that this worked perfectly for almost 3 weeks now and it just stopped.
    The 3CX is a licensed version (3CXPSSB).

    When a call is placed it is routed towards the auto attendant, and I only hear a phone dial.
    Enclosed is a snapshot of the server log, where you can see that the incoming call is properly forwarded to the 804 which is the out-of-office auto attendant,
    instead of the 800 AD which is the normal workday AD.

    I've already contacted our supplier/ installer for our 3CX system, but they are also puzzled and also searching for a solution.



    Here is my problem in a nutshell:
    - Internally calls toward to auto attendants groups/ ring groups or voicemail == No problem
    - Externally == nothing, only an active dialing tone (like you are being transferred)…

    Can anybody help me?

    Many thanks in advance & sincerely,

    Laurens
     

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  2. lneblett

    lneblett Well-Known Member

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    Re: 3CX audio playback problems!

    Stop and restart the system as a start. See if that does the trick.
     
  3. Don_Zalmrol

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    Re: 3CX audio playback problems!

    Hi, already done that. Problem still exists.
    Even removed and re-installed 3CX 10 on our server (windows 2008 R2).
    And use a backup config, problem still exists...

    Tomorrow I will remove it and start from zero and test if it's gone or not.
    Perhaps I will test the beta of 3CX 11.
     
  4. lneblett

    lneblett Well-Known Member

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    Re: 3CX audio playback problems!

    Wow, wish I had an answer for you. A couple of observations:
    1. The functions you mention no longer working do not show as features that are affected by a free versus paid version. They should work regardless. I am not saying that somehow or another the functionality was not affected, but rather it should not have been.
    2. Because the issue seems to be only an internal versus external issue, I tend to think a firewall issue either with a router or software firewall. Although you were not able to hear the VM or IVR responses, what about voice communication, can you hold a conversation between an internal & external party? I would disable both for a short period and try again.

    I tend to think that moving to v11 will not in of itself solve the problem. By this I mean that there are simply too many v10 installs to think that moving to a different version will resolve it when you already did an uninstall and re-install of V10 already. Certainly it won't hurt, but it will add another variable to the equation.

    A wireshark might also help determine if the prompt data is actually being sent.
     
  5. Don_Zalmrol

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    Re: 3CX audio playback problems!

    Idd, now the problem seems to be getting worser and worser.

    I can still call an external line, but with when I call with my cell phone to the internal ring group 803, every phone rings. But when I want to take the call, the ringing stops and my cell phone seems to be continuing ringing in the ring group...

    I do have a paid version for 3CX, it seems that the system still thinks I'm using a free edition even thought it's registered...
     
  6. Don_Zalmrol

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    Re: 3CX audio playback problems!

    I've called my internet provider if the problem doesn't lay with them. (yesterday we lost our broadband connection, due a flakey network card in their node).

    But it doesn't come from them, they've tested the connection and everything seems to be in order.
    My router is also properly routed, otherwise we would have problems from day one…

    Now I have removed 3CX 10, rebooted and cleansed the registry from any old links towards 3CX.
    I'm now installing the 3CX 11 beta, and will test it all as a new setup…
     
  7. Don_Zalmrol

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    Re: 3CX audio playback problems!

    Some steps further at last!

    Installed beta 11 and now the auto attendant is working again! Huzzah! (tested by calling our simbox)
    But somehow, the registration with our SIP provider WeePee, is not working properly…

    The lines are connected, but I get a password mismatch.

    Code:
    13:58:16.363  [CM102001]: Authentication failed for SipReq:  INVITE 3293440281@10.0.0.2:5060 tid=5e2de865 cseq=INVITE contact=0473210087@91.213.251.133:5060 / 103 from(wire); Reason: Credentials don't match, check that authorization-ID and password match the ones in extension settings
    
    
     

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  8. Don_Zalmrol

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    Re: 3CX audio playback problems!

    Allright, again a bit further.

    Still the same problem with my VOIP provider, I'm connected but ingoing calls forget it, only via simbox.
    Outgoing calls go trough my VOIP provider or simbox (depending on dialed number (cellphone=>simbox/ telephone=>voip provider)

    I've configured my DID's (or DDI's) and they are configured in my VOIP provider main line, backup line and simbox.

    However, the incoming calls only are routed toward the VOIP line office hours in the voip account and not on the DID office hours/ routing options themselves… (see attachments)
     

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  9. Don_Zalmrol

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    Re: 3CX audio playback problems!

    I think I have found the problem.

    I've forgotten to enable the source DID "source identification by DID" function and adding my DID to that list.
    The incoming calls are now routed toward their respective auto attendant or direct number.

    However, by now enabling this function, I once again have the problem that the audio prompt of my auto attendant isn't working anymore.

    When I call my simbox (as a test) I hear my audio prompt again.

    Could the problem be with WeePee or did I do something wrong (again)?
     

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  10. craigreilly

    craigreilly Well-Known Member

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    can you perhaps redirect the DID/DDI to an extension to test if voice comm works in both directions?
     
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  11. Don_Zalmrol

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    I've tested it, and no.

    The phone call is forwarded to the extension, but it doesn't pick it up…
    What could it be?

    These ports are open in my router and should be the only ones opened for 3CX & SIP traffic:
     

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  12. craigreilly

    craigreilly Well-Known Member

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    What about outbound traffic?
    In mine, I opened a rule
    ANY PORT from Host 10.0.0.12 to any External IP - > Allow
     
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  13. Don_Zalmrol

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    These are the actual firewall settings, the other image are the custom rules I've made that run above the normal firewall settings. As you can see here they are implemented.

    The strange thing is that everything worked perfectly for almost 3 weeks (nearly a month) and just now (the day before yesterday) this problem happened…
     

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  14. lneblett

    lneblett Well-Known Member

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    Look at this for needed ports-
    http://www.3cx.com/blog/docs/ports-used/

    While the date of the blog post is somewhat old, you will note that the verbiage was updated as they reference 5000 for MyPhone and provisioning which wasn't developed yet and did not use 5000 at all.
     
  15. Don_Zalmrol

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    Thx, for the link.
    Unfortunately the problem still exists…
     

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  16. craigreilly

    craigreilly Well-Known Member

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    Are you able to do a hostwatch on the router as the call is made to see what ports are responding ?
     
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  17. Don_Zalmrol

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    you mean like with packet tracer?
    Yes, my DSR-1000N support that function

    EDIT: Enclosed is the capture on my router.
    10.0.0.2 is our server and on this server 3CX Beta 11 is installed

    Packat link: http://dl.dropbox.com/u/10146488/pkt.cap
    File was too big to upload…
     
  18. Don_Zalmrol

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    Apparently the incoming calls (from ip 91.208.12.132) come in nicely and get a correct port value (from 9000 - 9063)
     
  19. craigreilly

    craigreilly Well-Known Member

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    My router can show if it is blocking the outbound traffic or not... which is helpful to see.

    Is 91.xxx.xx.132 the VOIP Provider?

    When I make a call into my VOIP Line from my Cell Phone I see these 3 distinct lines.
    I only see the last two on your trace.
    Can you confirm the initial INVITE is occuring properly. Seems silly - why would there be a BYE without an INVITE


    Request: INVITE sip::480inbound#@66.xxx.xxx.112; transport=udp, with session description
    Request: BYE sip:1480caller@10.0.0.12:5060
    Request: BYE sip: 1480caller@208.xxx.xxx.10:5060;maddr=208.xxx.xxx.10; transport=udp

    Also - lets check your Server Activity Log
    1) STUN Request to Resolve SIP External IP
    2) Inbound Office hours rule for trunkid
    3) Call incoming from 1480caller to <sip:8000@10.0.0.12:5060>
    4) Making route to 8000
    5) Alerting sip:8000
    6) 208.xx.xx.10:22838 is delivering DMTF using RTP Payload (when I make my selection)
    7) Making route to <sip:4954@127.0.0.1:5060>
     
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  20. Don_Zalmrol

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    Unfortunately my router cannot do that.

    Yes, that ip should be the one from my VOIP provider WeePee.

    Code:
    whois is gestart…
    
    % This is the RIPE Database query service.
    % The objects are in RPSL format.
    %
    % The RIPE Database is subject to Terms and Conditions.
    % See http://www.ripe.net/db/support/db-terms-conditions.pdf
    
    % Note: this output has been filtered.
    %       To receive output for a database update, use the "-B" flag.
    
    % Information related to '91.208.12.0 - 91.208.12.255'
    
    inetnum:         91.208.12.0 - 91.208.12.255
    netname:         WEEPEE
    descr:           WeePee BVBA
    country:         BE
    org:             ORG-WB12-RIPE
    admin-c:         JVD5-RIPE
    tech-c:          JVD5-RIPE
    status:          ASSIGNED PI
    mnt-by:          RIPE-NCC-END-MNT
    mnt-by:          WEEPEE
    mnt-lower:       RIPE-NCC-END-MNT
    mnt-routes:      WEEPEE
    mnt-domains:     WEEPEE
    source:          RIPE # Filtered
    
    organisation:   ORG-WB12-RIPE
    org-name:       WeePee BVBA
    org-type:       LIR
    address:        WeePee BVBA
    address:        Westkapelsesteenweg 103
    address:        8380 Dudzele
    address:        BE
    mnt-ref:        RIPE-NCC-HM-MNT
    mnt-ref:        WEEPEE
    abuse-mailbox:  abuse@weepee.org
    mnt-by:         RIPE-NCC-HM-MNT
    source:         RIPE # Filtered
    
    person:          Joeri Van Dooren
    address:         Westkapelsesteenweg 103
    org:             ORG-WB12-RIPE
    address:         8380 Dudzele/Brugge
    address:         BE
    phone:           +32 59 36 37 01
    nic-hdl:         JVD5-RIPE
    mnt-by:          WEEPEE
    source:          RIPE # Filtered
    
    % Information related to '91.208.12.0/24AS47537'
    
    route:          91.208.12.0/24
    descr:          WEEPEE
    origin:         AS47537
    mnt-by:         EDP-NET
    mnt-by:         WEEPEE
    source:         RIPE # Filtered
    
    % This query was served by the RIPE Database Query Service version 1.8.13 (WHOIS4)
    This is the server activity log

    Code:
    00:16:28.649  [CM503008]: Call(110): Call is terminated
    00:16:28.648  [CM503021]: Call(110): ACK is not received
    00:16:25.415  Currently active calls - 1: [110]
    00:15:56.530  [CM503007]: Call(110): Device joined: sip:804@127.0.0.1:40600;rinstance=e22c1ae96fdd8c87
    00:15:56.529  [CM503007]: Call(110): Device joined: sip:329909013472@ssw2.brussels.weepee.org:5060
    
    00:15:56.526  [CM505001]: Ext.804: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX IVR;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX IVR] PBX contact: [sip:804@127.0.0.1:5060]
    
    00:15:56.525  [CM503002]: Call(110): Alerting sip:804@127.0.0.1:40600;rinstance=e22c1ae96fdd8c87
    00:15:56.378  [CM503025]: Call(110): Calling Ext:Ext.804@[Dev:sip:804@127.0.0.1:40600;rinstance=e22c1ae96fdd8c87]
    00:15:56.342  [CM503004]: Call(110): Route 1: Ext:Ext.804@[Dev:sip:804@127.0.0.1:40600;rinstance=e22c1ae96fdd8c87]
    00:15:56.342  [CM503010]: Making route(s) to <sip:804@10.0.0.2:5060>
    
    00:15:56.341  [CM505003]: Provider:[WeePee] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [weepee] PBX contact: [sip:329909013472@81.83.22.28:5060]
    
    00:15:56.340  [CM503001]: Call(110): Incoming call from 0473210087@(Ln.10000@WeePee) to <sip:804@10.0.0.2:5060>
    00:15:56.325  [CM503012]: Inbound out-of-office hours rule (Klanten) for 10000 forwards to DN:804
    
     
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