Call to 3cx main trunk number says the number is unavailable

[MoGFSS]

Hi,

We have been having issue with calls to our main number saying the number is unavailable. This happened suddenly without us making any changes that would impact any settings for this number. No updates were installed as we have not enabled auto updates. What's confusing is sometimes the calls pass through and it works normally, the other times it says the dialed number is currently unavailable. Have checked with our SIP trunk service provider for any faults from their end, and found none.

We noticed that our calls can be seen from the call log as unanswered, hence the calls come through SIP to our 3CX server.

We have updated 3cx to the latest version in hopes that it resolves the issue. Have checked the inbound rules and have changed to different extension number to test out if it was extension issue. Changed the desk phone too. So far nothing worked.

I'm not sure what information is needed for you to help me out with this, hence not attaching any screenshots or anything here right now. If anyone had such issues and was able to resolve, would appreciate some pointers that would help us to resolve the issue.

V18.0 (Build 424)

Thank you

 

[SnakeRiverWebDevelopment]

dialed number is currently unavailable

I don't think that is from 3CX, that may be from your SIP provider, I would check the logs to see if the call reached your PBX

 

[MoGFSS]

I don't think that is from 3CX, that may be from your SIP provider, I would check the logs to see if the call reached your PBX

We noticed that our calls can be seen from the call log as unanswered, hence the calls come through SIP to our 3CX server.

As mentioned, we can see the call log from our 3CX server. So we are assuming it reaches the 3CX server and issue is not from the SIP provider. We could check with them again if there are any issues. Thanks for the reply.

 

[SweetAction]

Enable verbose logs, replicate the issue, check the logs. If the issue will take some time, enable logs, set retention to 10 days, and once it happens download the logs and examine using the bin log viewer. You will find out if the call is making it to the PBX and what the PBX is doing with it .