Solved Called Extension does not exist

[c.holloway]

I'm setting up a Snom PA1 for a customer to use for overhead paging. I've assigned an extension and got it registered to 3CX. From it's web gui I can initiate a call to another extension. The destination extension answers and I get two way audio.

The issue comes when I call from another extension to the paging unit's extension. When I attempt to make this call, I get the error "Called Extension does not exist". I'm really not sure what to make of this since the extension clearly exists, it registers and can make calls. Has anyone run into this before?

The logs look normal up until the line "01/30/2019 3:40:53 PM - ~Target=Unknown:Ext.EndCall"

I can provide further logs if necessary and am planning on a services restart tonight once the location closes to see if that helps.

 

[leejor]

You didn't happen to use a "system" extension (not sure how it would really allow that), or some other non-standard number. Did you try taking it out and assigning another number? Is everything on the same, local, LAN

 

[JohnS_3CX]

@c.holloway if you can call an extension from the paging unit, can that extension redial back?

Or is it a single specific extension that cant call the paging unit?

 

[c.holloway]

I've tried a couple of different extension numbers for this unit, neither worked. It is currently using 9001.

If I call from the paging unit to an extension and then redial I still get the "Called number does not exist" error.

I tried calling the extension from two different extensions so far and neither can connect. These same extensions can call other extensions in the system.

 

[JohnS_3CX]

Can you give us some more information like the exact PBX version you are currently using, and whether the Snom is a local/STUN/SBC device?

Please take a look at the guide below to ensure it is correctly configured if you haven't already done so:

https://www.3cx.com/sip-phones/snom-pa1/

 

[leejor]

Could the 9001 be in conflict with an outbound rule? Do you use 9 as an outbound prefix?

 

[c.holloway]

Can you give us some more information like the exact PBX version you are currently using, and whether the Snom is a local/STUN/SBC device?

Please take a look at the guide below to ensure it is correctly configured if you haven't already done so:

https://www.3cx.com/sip-phones/snom-pa1/

We're using 15.5 SP6. The Snom and all of the other phones are configured with Local LAN. I ran through that guide to set up the Snom and it registers just fine and can call out, it just can't be reached as a destination

 

[c.holloway]

Also of note, the issue is definitely NOT with the phone as when I call that extension, even if the phone was offline, I should still be diverted to voicemail or, as is the case with this extension, that the extension has no voicemail box.

When I open my 3CX for Windows app, the new extension does not not show up in presence. I'm at a loss as to why this extension isn't being created properly.

 

[c.holloway]

Well I guess you can close this one out.

I tried a third time to create a new extension and this one is working. The only difference being that I created this extension in the same number range as the other extensions (0899 instead of 1000 or 9001). I don't know why this would matter as I have other clients that have numbers in different ranges and they work OK but at least this is functioning as I need it too now.

 

[YiannisH_3CX]

Glad to see the issue has been resolved although it does sound strange. It should not matter what extension range you used especially if you were calling the extension directly.

 

[leejor]

Is this the first time you've tried using an extension in the 9xxx range? Can you duplicate the issue if you create another, test extension, such as 9002, 9003, 9100, etc. ?

 

[c.holloway]

Well I can duplicate the issue, it's still occurring. (Just as a note I'm using the latest firmware supported as described by v15, 8.7.5.25, not the document for setting up a PA1 though I've used that too with the same result) It DOES seem to have something to do with the unit itself. Here's what I have found.

I can create a new extension in any range and it works as it should, calls roll to voicemail and get a message stating that the voicemail doesn't exist as I've turned it off.

I assign the Snom PA1 the extension and it registers, showing registered on the extension and the unit shows up on the Phones page. Once the extension is registered I begin receiving the error "Called number does not exist."

If I disconnect the PA1 completely so its powered off the extension never unregisters and the phone stays on the phones page. This extension becomes uncallable until it is deleted and either recreated or a new one is used.

 

[c.holloway]

Also of note, if I unplug one of the other phones on the system (Yealink T42) and call that extension I get the "Called number does not exist" until I plug the device back in. I have found this message is played when the box "Play Busy prompt when extension is busy" is checked under Settings>PBX.

If I turn this off and call the extension of the phone that is unplugged, calls from my softphone simply fail and disconnect immediately. Calls from another physical phone go to voicemail as they should.

With this setting turned off when I call the extension for the paging unit I get a 404 Not Found error on the phone and my softphone just fails immediately

 

[c.holloway]

@YiannisH_3CX I thought the issue was resolved but it's still occuring. I can call out from the Snom PA1 and 3CX shows the extension as Available and registered. However, calls to the device continue to fail with a 404 not found error. I find this quite unusual since the device can make an outbound connection. Any other thoughts on what to pursue?

 

[YiannisH_3CX]

In that case i would recommend creating a ticket with our support department so they can look into the PBX logs and configuration to be able to identify the issue.

 

[c.holloway]

Well i got it sorted. It appears to have been a NAT problem. On the endpoint, a Snom PA1, I had to enable the setting "Support broken Registrar" under Identity 1>SIP.