Calls being instantly dropped or not connecting.

[peter tasic]

Hello,

im a complete 3cx noob here, we've recently acquired a client that is using it and unfortunately nobody has much experience with adminstration.
A few days ago some people (3 or 4) started having issues with calls not connecting. We use 4 different SIP Trunk providers to cover different countries to which we dial out.
The people having issues are all in the same group. We have not tinkered with settings what so ever. First issues occured last friday, me and a colleague tried to resolve them for hours and they eventually started working on their own, without us doing anything. We figured it must have been a problem with the Trunk provider - we have contacted but they responded they arent having any difficulties on their end.
The issues they have vary somewhat - person A cannot make an outbound call at all, person B needs 40 seconds before the call connects. Their manager even added this "Looks a bit crazy, they are hearing messages in different languages after making the call and eventually the connection is unsuccessful".
I would appreciate any direction as to what can i check/do, which logs to look at, can i run any traces on their extensions to see what happens etc.

 

[ChrisC_3CX]

First off, please do provide the information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also:
• What do you mean when you say that the affected users are all in the same group? Are you talking about an extension group created in the Management Console or perhaps a remote location(same office)?
• Are you having this issue with all SIP Trunks regardless of which one is used for the call?

Regarding logs and traces, do note that you could indeed perform a packet capture on the 3CX PBX to determine a few things such as whether or not the call got sent to the provider or whether the other end accepted the call or not.

You might want to have a look at our training material on "Basic Troubleshooting" for more information on how you could perform a packet capture and analyze it a bit(slide 9-11): https://www.3cx.com/3cxacademy/videos/advanced/basic-troubleshooting/

Note: Click on three dots and "Open speaker notes" for more info or watch the video.

 

[peter tasic]

• 3CX Version, Professional Perpetual 15.5.15502.6
• Server OS, windows server 2016
• Is the 3CX Server Hosted and where?
• IP Phone Make/Model/Firmware
• Provisioning Method: Local
• Trunk Provider or Gateway Make/Model - Several providers (T-2, signumtel, Owify, jns.pl)
• Has the Firewall Checker passed: NO
• Are custom Phone Templates being used: NO

To address your questions: The 3 users use the same outbound rule. They are not in any major groups, just the default one.
I cant test other trunks for these extensions becaues as far as im aware the providers do not have connections to the needed destinations.

I am looking at the troubleshooting guides you provided. Im trying to check the activity log, filtered by extension and date but all im getting is this :
3CX Phone System Management Console

05/11/2021 9:17:56 AM - OverrideExt.20002 has inactive profile override

For what its worth the provider that is hosting this trunk is used for several other outbound calls and seems to be working fine.

 

[ChrisC_3CX]

First off, do note that the 3CX version you are running is no longer a supported version and so I would recommend upgrading to the latest one when you get the chance. I do have to mention here that, based on the information you have provided, I do not believe the issue to be related to the fact that you are running an older 3CX version.

Regarding the Activity log, do bear in mind that you will have to enable Verbose Logging for more information to be available. You can enable verbose logging in Dashboard >> Activity Log >> Settings.

In order to help narrow the issue down, let us know a bit more about your current configuration in regards to the SIP Trunks being used.

• What countries are these SIP Trunks for?
• Do the providers have limitations when it comes to the dialed number formatting?
• Do you use specific prefixes for dialed numbers or strip/prepend digits on the Outbound rule being used? What are they?
• Do you happen to have more than one available route in the Outbound Rules?