Solved 3CX outbound calls stopped working

[thinktogether]

This weekend we performed some maintenance moved device over to a new rack. No configuration or connection was performed. When everything came up the 3CX system is not able to make outbound calls. We can call each others extension, and we can receive calls but we can not call outbound. The call rings once and hangs up. I tried calling my cell and my sell sees the incoming call but the phone will not ring. I have tried calling several different number and keep getting the same results.
* I ran the 3CX firewall check and all is clear
* I re registered our SIP trunks successfully
* inbound/outbound rules did not change
Ay help would be appreciated.

thanks

 

[VasilisV_3CX]

Hi @thinktogether,

Can you confirm that your IP address hasn't changed?

How are you making these calls, is it via a SIP Trunk?

Have you contacted your provider to ensure that the attempt reaching them?

 

[thinktogether]

Hello 3CX

- Making calls through Didlogic SIP trunk. I was able to reset the SIP trunks and confirmed they are working. I mentioned I can receive inbound calls from external numbers but just cant make outbound calls. Well the calls do reach my cell but it just dose not ring and drops the call.

- The IP address did not change

- I have not yet reached out to our provider.

- outbound rules did not change
- inbound rules did not change

 

[cobaltit]

Reaching out to the provider sounds like a good next step if you are convinced nothing changed on your end.

 

[leejor]

Check the 3CX Activity Log to see if the call is reaching your provider (DNS issue?), and if so, is there an error message being returned.

 

[thinktogether]

- Here are the logs when I try to call to an outside number.
- on the number I am trying to call in the Recent calls section I do see the call but the phone does not ring and drops the call after about 18 sec.


See attached

[EDIT]
Attachment removed by Moderator.

 

[NickD_3CX]

From the logs what I can see is that:

• Ext 8252 is dialing an external number using prefix '9'
• This has been sent to DID Logic and they reply with a '200 OK'
• This is relayed to Ext 8252 and this device replies with an 'ACK'

At this point the call is established at 12:11:51.

Then at 12:12:37, you see the message:

04/20/2021 12:12:37 PM - Leg L:82.2[Line:10002>>17143334831] is terminated: Cause: BYE from 185.118.62.77:5060

This IP is that of sip.lax.didlogic.net

During those ~40 seconds, was there 2-way audio?
I think at this point it may be also wise to ask DID logic their take on what is happening.

Also I am removing your attachment as there is some information that should not be public (in the future, best remove FQDNs, IPs and Names).

 

[thinktogether]

- During the ~40 Seconds there was no audio nor did the cell ring announcing the incoming call.
- funny thing that happened last night is I ran a Firewall Check and it failed. I had ran that in the morning and all was ok but when I ran it again in the afternoon the Firewall check failed.
- I did reach out to DID logic who stated "We have investigated this issue and the problem appears to be related to the local carrier. We have adjusted your routes selections to ensure calls complete to destinations as intended"
- I rebooted the 3cx servers then ran another Firewall check and the firewall check passed with no issues found.
- I tried making an external call and after 30 - 40 seconds the call is dropped and the phone dose not ring.

 

[NickD_3CX]

Of course the Firewall Checker has to consistently pass, not that you run it once it fails, then you run it again and it passes. This could potentially point to some other problem as well.

Apart from that, if DID Logic said they detected some problem, but the issue still occurs, I think you should inform them again.

 

[thinktogether]

The Firewall Checker think was weird but it was working so I believe it is fine unless 3CX added additional ports to add to the firewall.

- I did reach out to ID Logic and they stated that our SIP is not registered but according to the 3CX SIP Trunk I did refresh Registration and received "Register OK".

- I did send that information to DID logic so they can continue the tshoot on their end.

- What could have caused the Firewall Check to give me a fail and then after a second attempt that same day give me a pass?

 

[thinktogether]

Found the solution.
- DID logic stated they were having trouble with local ISP and did not see us registering our SIP number to the

• sip.lax.didlogic.net

- They suggested to try and register our line to sip.nyc.didlogic.net
- configured sip trunk to the new site nyc
- I had to change my password because it would not sync for some reason
- I was able to establish SIP connection
- tested making calls and that solved the problem.
- now able to call in/out and to extensions.

Thanks all for your help

 

[NickD_3CX]

Excellent! Glad to hear you go to the bottom of it!