All calls being sent to Ring Group suddenly

[1jjuk]

Hi

I've made not config changes but all calls for any DID from SIP trunk seem to be sent to our only Ring Group rather than the extensions with the DID assigned.

Any advise where to begin troubleshooting please?

Thanks

 

[JohnS_3CX]

Hi @1jjuk

Firstly, share you basic setup info like here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Then you should also tell us what the call flow is setup to go to for your main trunk for in office and out office destinations

 

[1jjuk]

Sorry, how lax of me!

Here's the basic info:

• 3CX Version, Standard Annual 16.0.676
• Server OS, Debian Stretch
• Is the 3CX Server Hosted and where? Yes, on AWS using auto-deploy from 3CX website
• IP Phone Make/Model/Firmware Yealink SIP-T41P / 38.83.0.130
• Provisioning Method: Local / VPN / STUN / SBC STUN
• Trunk Provider or Gateway Make/Model Orbtalk SIP
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

Inbound calls to DID are directed to extension numbers
Outbound destinations strip the leading 0 and add 44 for UK destinations

Apologies if my info is lacking, I am not familiar with this system, having inherited it. However we've not changed anything hence this confusing me! It used to work perfectly (i.e. DID number rings the correct extension). Now any DID calls the ring group (we have one only).

 

[JohnS_3CX]

Ok so if you take a look at your trunk settings, you should see where the main DID is set to go to.

Then, you may have inbound rules (per DID, if you have more DIDs) to tell the system where to send the calls according to which number is ringing.

Can you check these first? Is the main DID pointing to the ring group?
Show a screenshot of that part:

 

[1jjuk]

Yes the main DID is pointing at the group



And Inbound Rules

 

[JohnS_3CX]

Are you sure the system was not set to out of office hours? Check your dial codes in settings, see "Force 3CX Phone System to IN or OUT of office " code and call it once. You should hear "3CX System is now using the default office hours".

Then call the DID that belongs to say ext. 012 using an external line like say your mobile

 

[1jjuk]

Hi

Just tried that, got the 3CX message. Called 012 from my mobile and same happened - it rang the ring group 800

 

[JohnS_3CX]

Ok in this case the system may be catching all calls and sending them to the main trunk DID destination because it did not recognise the DID you called.

This can depend on how the provider sends the number in the invite, or how you set the PBX up. If you did not change anything, perhaps the provider did something on their end recently.

I think it may be a good idea to set your logs to verbose (via Activity Log section), make a call, and check the logs. You can filter the logs by "call number" to see only the specific call and check the flow or how the PBX decided to send it there. Another possibility is if the extension is forwarding the call to 800. But run this check to see.

 

[1jjuk]

I reckon you've found it. Looking at the verbose logs, I notice Orbtalk has added a + to the DDI. Adding a + to the DID and it worked on a test call!

 

[1jjuk]

Thank-you muchly.

 

[JohnS_3CX]

Good to hear, we will check on our end too and if needed update the guide accordingly.

 

[1jjuk]

Amazing support from you. Very happy !

 

[JohnS_3CX]

Ok from what I see we should be reading the ID from the request line URI user part (when using the default 3CX templates).

Can you show a screenshot of your trunk Inbound Parameters Tab?

 

[1jjuk]

 

[JohnS_3CX]

Ok I see it's rather different from our default template, which would explain why it was misbehaving.
Not sure if there was a special reason someone configured it that way