3CX shows call made although recipient never picked up

[PaulEmous]

I am sure this is already discussed but I simply don't know how to search for this query so bear with me.

We have 2 Pattons 4114 FXO Gateways, setup and working. However when I make a call, I hear a dialing tone (I assume this is generated by 3CX), and after a short moment the 3CX client states the call is connected / established. The duration of the call starts ticking. In the mean time the call is ringing on the mobile (or landline) of the recipient party. If I ignore the call (recipient side) eventually the call will time out and gets disconnected. Although the call never was answered, 3CX "thinks" it is. Same happens if I press the call away (busy).

From a technical perspective (at least I think), I understand it, since the Patton gateway just sends the info to the telco, however, how can you differentiate from when a call is actually really made or when it just rings?

I know that there are filtering options in the reporting, but is there something else that can be done in order to make this call actually shows as not picked up?

 

[YiannisH_3CX]

Hello @PaulEmous

When using a SIP trunk the call will show as Answered only if the call is established and the PBX receives a 200 OK. When the call is not Answered the call will show the call as "Not Answered".


When using a Patton Gateway however, the call is answered by the Patton and the call is established between the gateway and the PBX, before sending the call to the provider. In that case the PBX does not know what is going on beyond the Patton as it receives the 200 OK from the Patton device. So there is no way to distinguish if the call was finally answered or not in the call log.

 

[PaulEmous]

Yeah I figured. Crap

Is there a way to extract this info from the Patton box (yeah I know its not 3cx related). Just curious.

 

[YiannisH_3CX]

I do not have a Patton on hand at the moment to test this, so i cannot answer the question. I will see if i can find one to test with and let you know if someone else does not provide the answer before that.

 

[PaulEmous]

I can give you access to one?

 

[YiannisH_3CX]

I was able to access a Patton device and i could not find anything that logs calls and if they were answered or not. I would recommend contacting Patton support though as they may be able to provide more info on this.

 

[PaulEmous]

Thanks for the help!

 

[leejor]

Some PSTN gateways can be optioned to recognise an "off hook" signal from your provider, this in the form of a current reversal. Unfortunately most providers do not supply this feature as a default, and usually requires an additional fee, if it is available at all.(most newer coin phones use this now) Because t is not universally available, most end users don't even bother trying to implement which means an "off-hook" happens automatically once 3CX has passed the call onto the gateway

 

[eddv123]

For logging on a Patton gateway you should access the command-line of the device (telnet in or console cable which comes with the device) and input the following since it is a Smartware based device: https://www.patton.com/support/kb_art.asp?art=446&p=126

The following commands apply:

enable
show running‐config
debug call‐router
debug call‐control
debug fxo
debug ccfxo
debug context sip‐gateway signaling detail 5
debug context sip‐gateway transport detail 5
debug context sip‐gateway error

Then reproduce the call (it will log real-time).

Then "no debug all" after to cease the log flow.

I will be happy to take a look at the output if you are still experiencing issues. See the video on this also:

Please note, replace "fxs" for "fxo" in your case.

 

[PaulEmous]

thanks!

 

[eddv123]

What is the current status with the device ? did you contact Patton Support ?

If you can get the tracing across I am happy to look at it, this trace is what they would ask for normally anyway.

 

[eddv123]

Did you ever get the traces form the Patton done?