call hangs up on selection of ringroup

[simplyict]

hello
I just had this issue start and have tried to look for it in the forums. but no luck.

My 3cx instance is dropping all calls up selection via digital receptionist
once you press 1 for x it waits 1 second and hangs up.
press 2 for y and same
3 for z and the same
doesn't matter what number in the digital receptionist you pick, it hangs up


I have restarted all the services twice and still same thing.
does anyone have any clue on this issue?

David

 

[Alphabetic]

What are your options for the switchboard? Does it happen if you create a new switchboard?

If you dial the switchboard internally does the same thing happen?

 

[simplyict]

hello
just confirmed that it works fine inside the switchboard. ie if I ring the digital receptionist directly. just not from outside

 

[Alphabetic]

Can you go to settings > Parameters and search for IVR_DIRECT and tell me what value is in there?

 

[simplyict]

[0-9]{4}
this is ivr_direct_dialing_grammar

 

[Alphabetic]

What version of 3CX are you running?

Can you do a firewall test.

if it still fails you're going to need to perform a packet capture to see what's going on.

 

[simplyict]

build 18.03 461

firewall test is perfect

 

[leejor]

...and does the 3CX Activity Log show a reason for the call dropping, and which end is dropping?

 

[simplyict]

Hello again all.
Sorry I had some other urgent items happening same time.

Back to this issue,
I am also finding that even though I disable all the ring groups and digital receptions and point the inbound sip trunk directly to an extension, the system is still pickup up the call and running the receptionist program. I have no idea how this happens.
In sip trunks I have the direct extension selected.
in inbound rules I have the same extension selected.
But it still rings on the receptionist.
I am at a complete loss as to how this is happening.

 

[leejor]

The Activity Log, set to Verbose, should show you what is happening

 

[simplyict]

ok so here is part of the log. I restored a backup of system from 2 months ago. which is basically the same as what todays backup is.
The digital receptionist answers the phone, a selection is made. it directs call and before it rings, it drops the call. I have no clue and can see nothing in the log to indicate why? can anyone else see the issue? or could this be a problem with the sip trunk. as the digital receptionist works fine directing calls made inside. ie call the receptionist direct and run through the options, select an option and the handset rings perfectly.

here is a portion of the activity log attached

many thanks to anyone who can shed light on this

 

[simplyict]

1300 number call in
digital receptionist is 8001, options to select 1 or 2 or 8 or 9
select option 1 , options to select 1 or 2. select 1, starts to transfer and drops call