Call drop - 2nd SIP domain

[SCUAdmin]

• 3CX Version, 18.0 Update 5 (Build 418)
• Server OS, Debian 10
• Is the 3CX Server Hosted and where? No/local
• IP Phone Make/Model/Firmware yealink t46s
• Provisioning Method: Local / VPN / STUN / SBC NA
• Trunk Provider or Gateway Make/Model Bandwidth
• Has the Firewall Checker passed: YES / NO
• Are custom Phone Templates being used: YES

We are implementing Interface AI to assist with out call center. We have most everything in place, however, we are running into an issue.



When member calls the test line and asks to get transfer to a rep, the call drops. When I look at the logs, it doesn’t seem to even make to the number it’s being transferred to.

With that, AI is stating we don’t have their SIP domain (Twilio) added to our system and need to do so in order to make the transfer. We don’t have a test environment, and my concern is that if I had their SIP domain, that it will cause issues.



I’m not sure how to correctly interpret the logs, so I can narrow down what needs to be done on our end, whether it be add the Twilio SIP, or make some other configuration changes.



Will attach log when needed.