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After 30 seconds: "That extension does not exist"

Discussion in '3CX Phone System - General' started by birmingham, Feb 19, 2013.

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  1. birmingham

    Oct 17, 2011
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    Setting up new server. Recorded prompts and set up some Call Queues, Ring Groups and Digital Receptionists in 3CX. The setup appears to be intuitive.

    However, when I dial into the system from my mobile phone to test, no matter what menu items I select as a caller, after about a total of 30 seconds a system prompt recording says "that extension does not exist". My only choice is to hang up at that point.

    Any insight? Server activity log:

    15:49:46.010 Leg L:4.2[Ivr] is terminated: Cause: BYE from PBX
    15:49:46.008 Leg L:4.1[Line:10000<<12135551212] is terminated: Cause: BYE from PBX
    15:49:46.008 [CM503008]: Call(C:4): Call is terminated
    15:49:46.008 [CM503021]: Call(C:4): ACK is not received from sip:12135551212@
    15:49:21.267 Currently active calls - 1: [4]
    15:49:13.961 [CM503007]: Call(C:4): Ivr:900 has joined, contact <sip:900@>
    15:49:13.961 [CM503007]: Call(C:4): Line:10000<<12135551212 has joined, contact <sip:st9761Sxbq@>
    15:49:13.959 L:4.2[Ivr] has joined to L:4.1[Line:10000<<12135551212]
    15:49:13.841 [CM503025]: Call(C:4): Calling T:Ivr:900@[Dev:sip:900@;rinstance=dff060de391267f9] for L:4.1[Line:10000<<12135551212]
    15:49:13.829 [CM503027]: Call(C:4): From: Line:10000<<12135551212 (":5280255" <sip:12135551212@>) to T:Ivr:900@[Dev:sip:900@;rinstance=dff060de391267f9]
    15:49:13.829 [CM503004]: Call(C:4): Route 1: from L:4.1[Line:10000<<12135551212] to T:Ivr:900@[Dev:sip:900@;rinstance=dff060de391267f9]
    15:49:13.829 [CM505003]: Provider:[Nexvortex - US] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:st9761Sxbq@*ip address deleted*:5060]
    15:49:13.828 [CM503001]: Call(C:4): Incoming call from Line:10000<<12135551212 to <sip:900@>
    15:49:13.824 Line limit check: Current # of calls for line Lc:10000(@Nexvortex - US[<sip:st9761Sxbq@>]) is 1; limit is 20
    15:49:13.762 [CM503012]: Inbound any hours rule (5280255) for 10000 forwards to DN:900
  2. lneblett

    lneblett Well-Known Member

    Sep 7, 2010
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    It sounds like the selection (DTMF) made from your cell phone is not being recognized at the IVR level and a time out is occurring. Try the same thing from a land line and see what happens.

    I noticed that you use nexVortex as the SIP trunking agent. Did you use the template when setting them up?
  3. leejor

    leejor Well-Known Member

    Jan 22, 2008
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    This is troubling, and indicates that there has been a time-out waiting for a SIP message that didn't show.
  4. kevin

    kevin Member

    Nov 23, 2006
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    This log line:

    ACK is not received from sip:12135551212@

    ...means that your VoIP Provider connection is experiencing NAT Traversal issues. What does the Firewall Checker tell you about your firewall settings?
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