Solved 603 on external calls with Android app

[PvK]

Hi,
when using the Android app and dialing an external number, or receiving an external call, I get a 603 error Declined. I don't get this error on an iPhone app.

Any suggestions how I can analyse this error, to see if there is a configuration error or another cause?

Thx Pieter

 

[YiannisH_3CX]

Hi @PvK

Is the Android app running the same extension as the iOS app? Are both clients provisioned with the same extension?

 

[PvK]

I tried different extensions, but did not see that as a difference.

 

[leejor]

The 3CX Activity Log may be able to shed some light on why this is happening. Have you tried when on WiFi, in the office, if 3CX is not hosted, to see if that makes a difference.
Was this working previously?

 

[PvK]

There is no difference in wifi or 4g behavior.

 

[YiannisH_3CX]

Can you call another extension? Does that work? Also try to call *777 and see if you can hear your self. This will tell us if the connection to the PBX is OK so we can then look further down the line.

 

[PvK]

Can you call another extension? Does that work? Also try to call *777 and see if you can hear your self. This will tell us if the connection to the PBX is OK so we can then look further down the line.

Hi, thanks. I can call other extensions, but not external numbers. I can't call *777 either.

 

[VasilisV_3CX]

Hi @PvK,

It shouldn't be possible to call other extensions on the PBX but not be able to call *777. Can you find *777 registered under System Extensions from the Dashboard?

 

[PvK]

Hi, I am now at an external location. I can dial an internal number, but it gives a busy tone when answered. Sorry, I had not noticed that. It works when I am in the office.
The service numbers are all registered and green. But I can't dial any of the special extensions.It gives a dial tone immediately.

From this location, i can dial internal, external and service numbers using the iPhone app.

 

[VasilisV_3CX]

@PvK

Can you delete the extension and add it again? Test if it works and let me know.

 

[PvK]

I had already done that. I also configured a different number. And I installed it on a different phone. On my phone it is the latest beta, the other phone is the regular version. No difference

 

[leejor]

Did you check the 3CX Activity log to see if it gives any clue of what might be happening?

 

[PvK]

Yes, the is a 603 error

 

[leejor]

Is the 603 from 3CX to the originator, or from your provider, to 3CX?

 

[PvK]

Is the 603 from 3CX to the originator, or from your provider, to 3CX?

Hi Leejor,
the log says Warning: 499 3cx-pi "Caller is forbidden", when I use 3cx to dial an external number:


06/14/2021 2:05:43 PM - L:97.1[Unknown:] Sending: OnSendResp Send 603/INVITE from 0.0.0.0:0 tid=Pja200dd65-da69-4caa-a378-15b75ea3dde9 Call-ID=f8b4f660-0810-4d90-b103-3ef3feeacfef:
SIP/2.0 603 Decline
Via: SIP/2.0/UDP 127.0.0.1:5080;branch=z9hG4bK-524287-2---Pja200dd65-da69-4caa-a378-15b75ea3dde9;rport=5080
Via: SIP/2.0/UDP [::ffff:92.184.110.13]:38332;branch=z9hG4bK-524287-1---tunneltid;rport;tnlid=clnt.0-a8a22cde-96e3-49f7-830e-17751203f887_1942534
Via: SIP/2.0/TCP 127.0.0.1:50195;rport;branch=z9hG4bKPja200dd65-da69-4caa-a378-15b75ea3dde9;alias
To: <sip:[email protected]3cx.nl;tag3cx=11226318-fede-406a-ae8c-2c66704ceece>;tag=7cd23974
From: "PVK (Mobiel)"<sip:[email protected]3cx.nl>;tag=c9116a30-ce74-4b9e-853b-6a35005da468
Call-ID: f8b4f660-0810-4d90-b103-3ef3feeacfef
CSeq: 14792 INVITE
Warning: 499 3cx-pi "Caller is forbidden"
Content-Length: 0

 

[VasilisV_3CX]

Hi @PvK,

Can you check if in Settings >> Network >> FQDN >> Local SIP domain matches your 54 domain?

Also, does the extension have any options selected which would disable it's ability to make external calls?

Lastly, can the extension match an outbound rule?

 

[PvK]

Thx.
The Local SIP domain is the ip address of the 3CX server on the LAN. That matches the Network interface for registration and provisioning in 54.

I don't know how the outbound rules would be different for this extension in comparison to any other extension? Please note that the extension also cannot receive inbound calls on the Android app.

Also please note that the same extension works fine in the iPhone app.

 

[leejor]

Could it be, that, for some reason, it is not set to use the 3CX tunnel?

 

[PvK]

Could it be, that, for some reason, it is not set to use the 3CX tunnel?

How can I check that? It sounds plausible.

 

[ivank]

The contents of "Via" suggest the tunnel is being used.
To troubleshoot further, you need to repeat the call and then examine Activity Log starting from the original INVITE from the mobile phone.
Somewhere in between there should be the reason why the Call Manager declines the call.