All Calls "Not Answered"

[jeremywatco]

Having a strange issue. Nothing in the config changed pertaining to our SIP trunks however all calls in/out now just ring busy and in the call log read "Not Answered".

At first I thought maybe the calls were not making it to the PBX but they are all being logged so I am not sure what to do from here. I have changed the call routing to just go to a single extension to rule out anything else. Still.. go straight to not answered.

 

[VoIPTools]

It would seem something has changed, and based on your comment, my first guess is that it is not 3CX. I'm also going to guess that you are not using a "supported" SIP provider. That's part of the fun you sign up for if you choose a non-supported provider.

Your first call should be to your SIP carrier. They can run a wire capture and offer guidance.

 

[jeremywatco]

Correct, unsupported trunk through tPX. I've reached out to them as well. I am the only admin with access to the 3cx system so I can confirm it was not a 3CX change.

Strange that the incoming calls appear to be hitting the 3CX system though.

 

[VoIPTools]

You don't have 3CX Automatic Updates turned on? Before we start pointing fingers, lets make sure a 3CX update didn't take place without your knowledge.

Then I would push them hard to perform a wire capture and tell you why 3CX is unhappy. They probably know what they changed and may be hiding that fact.

My gut says it might be something related to authentication with your SIP provider? A change in IP address or a password change? The fact that it gets all the way to 3CX and the phone calls show up in the logs is curious. You would expect 3CX to reject the connection before the call gets that far. Anything in your activity logs?

 

[jeremywatco]

Automatic updates are off.

Outbound in the activtity log is:

11/14/2023 1:35:22 PM - [CM303003]: There are no available outbound lines on gateway Generic SIP Trunk at this time. First line: Lc:10001(@Generic SIP Trunk[<sip:[email protected]:0/UDP>])

Inbound is:

11/14/2023 1:36:01 PM - [CM101011]: There's incoming call on the line '' marked as outbound-only!Lc:10001(@Generic SIP Trunk[<sip:[email protected]:0/UDP>])

 

[jeremywatco]

WAIT.. hold the phone...

Under options both Allow Inbound and Allow Outbound were unchecked... how does that happen???

In the audit log those changes were never made.... what the

 

[VoIPTools]

Well, based on your logs I was headed in a similar location. There is also the ability to set the number of simultaneous calls permitted on the trunk. I would check those settings too.

 

[jeremywatco]

Yeah that is set to 100.

Thanks for pointers. We are back up... still confused about those being set to false.