All Inbound Calls to SIP Trunk Diverting to Unknown External Number in v20

[Jay Leccio]

We are using 3CX Version 20 and are experiencing an issue where all inbound calls to a particular SIP trunk are being automatically diverted to an external number 0386781205, resulting in the call failing with 480 Temporarily Unavailable.

Issue Summary:​

• Inbound calls to the trunk are being diverted to 0386781205
• This applies to all inbound calls via the trunk, not just those directed to the main number (61738445765)
• This behaviour is not associated with any internal extension, ring group, queue, or IVR
• The log indicates the diversion is triggered by:
  
  
  creation_method = divert
  creation_forward_reason = by_did
  destination_phone_number = 0386781205
  termination_reason_details = no_route
  
  
• The call then fails due to no outbound rule for 03 numbers

What We've Checked:​

• Trunk is registered and outbound calls are working correctly
• No forwarding rules exist in any user, group, or queue pointing to 0386781205
• The number 61738445765 (main trunk number) is not listed as a DID and cannot be added manually
• “If no DID is matched…” fallback destination is suspected, but the UI does not show any current forward to 0386781205

 

[Jay Leccio]

attaching logs. This is when an external number calls any of the DIDs under that trunk with main number (61738445765).

 

[YiannisH_3CX]

Hi @Jay Leccio

A few things to check:

1. Where is the Default route of the trunk pointing to?
2. Navigate to Reports / Inbound rules and check if there is an inbound rule for 61738445765
3. Download the support info of the PBX from the Dashboard and open the .xml file. Search for "0386781205" and see where that number exists in the system.

 

[Jay Leccio]

Hi YiannisH,
1. The default trunk routes to a queue(807). Works ok when dialed 807 directly - no diversion.

I have found the inbound rule that diverts calls to 0386781205.but it is neither editable nor deletable, even under a System Owner account. The DID cannot be re-added to the trunk either. We suspect the rule is orphaned or corrupted in the database. Please advise how this can be forcibly removed or corrected from the backend.

 

[YiannisH_3CX]

Go to an extension and just assign 61738445765 to it. This will unassign the number from where ever it is now and assign it to that extension. Save the changes. Then go back into the extension and remove the number from the Assigned DID numbers.
This will leave the number unassigned.

 

[Jay Leccio]

Thank you. call to main line now working. Just other DIDs still, but lot reaching 3cx. Ill check with carrier. Thanks again YiannisH.

 

[YiannisH_3CX]

Glad I could help