501 Not Implemented

[MattJames]

I have a client who is attempting to make international calls and getting this error message in the dashboard "Call or Registration to XXXXXXXXX@(Ln.XXXXX@XXXXXXX) has failed. XXX.XXX.XXX.XXX replied: 501 Not Implemented; from IP:XXX.XXX.XXX.XXX:5060"

I have confirmed the system has the checkbox to allow calls to the country in question checked, and that the SIP trunk supports calls to the location as well.

The phone works fine for local calls, and inter-state, just not international.

The system is on 3CX 18.0 Update 2 (Build 307), the server is a windows cloud server and calls are being made via the Windows App.

It appears the issue started with the upgrade to version 18 - everything worked fine under version 16.

Any suggestions would be appreciated.

 

[Saqqara]

The error does shown the correct international format required by the sip provider ?

Check your e164 settings

 

[MattJames]

The error does shown the correct international format required by the sip provider ?

Check your e164 settings

We have e164 turned off at the moment and use outbound rules to strip "+" and add "00"

The setup is a little complicated in that is has SIP Trunks for two different countries - one Australian SIP Trunk, and one New Zealand SIP Trunk - typically calls to New Zealand numbers are routed through the NZ trunk and vice versa.

I can see the calls are trying going out as "00XX XXXX XXXX" but still getting the same messaged

 

[leejor]

...and you are getting the same message, on call to either trunks? Are they different providers?

If you are using ,as an example, the New Zealand trunk, is it necessary to dial two zeros ahead of the number, or just one? Are numbers to be dialed as if you are dialing within the country (single leading zero, no country code)?

501 Not Implemented; from IP:XXX.XXX.XXX.XXX:5060"

I assume that the X'd out IP is that of one of the providers?

 

[YiannisH_3CX]

501 Not Implemented is usually a provider error indicating that calls to that destination cannot be completed or a routing issue between them and the upstream providers. It could also be that your account does not allow for international calls. Some providers charge that extra and by default is off for security reasons. If the error is coming from your provider then you need to speak with them first before making any changes to 3CX.

 

[MattJames]

501 Not Implemented is usually a provider error indicating that calls to that destination cannot be completed or a routing issue between them and the upstream providers. It could also be that your account does not allow for international calls. Some providers charge that extra and by default is off for security reasons. If the error is coming from your provider then you need to speak with them first before making any changes to 3CX.

This was the first thing I checked - provider confirmed that the trunk allows it, and that it is unblocked.

 

[MattJames]

...and you are getting the same message, on call to either trunks? Are they different providers?

If you are using ,as an example, the New Zealand trunk, is it necessary to dial two zeros ahead of the number, or just one? Are numbers to be dialed as if you are dialing within the country (single leading zero, no country code)?



I assume that the X'd out IP is that of one of the providers?

We have tried with the leading zero (i,e NZ call internally) and with the 00 (so international call) - we have tested on both trunks this morning - it appears the AUS trunk is working the NZ is not.

And, yes, the is the provider's IP.

 

[cobaltit]

Again, the provider is rejecting it, not 3CX. Have the provider tell you SPECIFICALLY why they are rejecting it so you can make adjustments in 3CX. Tell you it should work or that it is supported isn't going to get you anywhere.

 

[MattJames]

Again, the provider is rejecting it, not 3CX. Have the provider tell you SPECIFICALLY why they are rejecting it so you can make adjustments in 3CX. Tell you it should work or that it is supported isn't going to get you anywhere.

As i mentioned above - I went to the provider. I supplied the logs I have above showing the attempted calls etc. The calls never made it to their servers - they have checked the calls are not being blocked by them.

I asked them very specifically if they are blocking them... they said they are not. They cannot even see the calls attempting to connect.

 

[cobaltit]

So do a capture and send them the wireshark. The rejection is happening from that IP. They are probably being dumb and looking at their SIP servers which wouldn't show attempts if it's being rejected by their SBC. They may not trust 3CX logs or know what 3CX is if it's not a supported provider but they should trust a wireshark capture