Solved Calls routing to IVR instead of DID

[DCB]

We're recently updated to version 18.0 update 3 Build 461. We have a DID pointed at a remote office that uses an SBC, which has also been updated.
Random calls that should be routing to the DID are hitting our main IVR and confusing callers.

 

[DCB]

This:
07/20/2022 8:59:22 AM - Call from "ME " <sip:[email protected]>;tag=gK0c2483aa to <sip:[email protected]>;tag=014a473e

Doesn't match this? (The last 4 are the same)
View attachment 31145

Or, am I looking at the wrong spot?

 

[YiannisH_3CX]

You are correct, I just didn't realize that the redacted DID was the same as the one in the logs.

So which one is trunk 10000 and which one is trunk 10001. Go your SIP trunks page and search with 10000 and see which trunk remains there. Do the same for 10001 so we can identify the trunks in the logs.

Let us know which DID corresponds to which trunk.

Then navigate to the Caller ID tab of your SIP trunk settings and check if there is any caller ID reformatting in place. Also navigate to your Inbound rules settings and check if there is a CID rule in place.

You also mentioned that calling from the land line works but calling from your mobile number causes the routing to fail. Can you check the Invites in the 2 scenarios and check what is different?

 

[DCB]

10000 = 819
10001 = 553

Regarding the Caller ID Tab, there is no formatting for Inbounds on either trunk.
Outbound for 819 has (.*)
Outbound for 553 has (20)(20) with a replace pattern of /4

Regarding the difference between land line and mobile, it does not always fail from mobile. Sometimes it fails from land line and mobile is successful. It's completely random (as far as I can tell). The only difference I see in the logs is when I call into 553, but the system routes me to the 819. This is from an earlier post:
07/11/2022 7:45:26 AM - No inbound caller ID reformat rule for DN:10000 is defined, or it is disabled (<Rules />) 07/11/2022 7:45:26 AM - Source is identified as trunk Lc:10000(@402-819-xxxx[<sip:[EMAIL][email protected][/EMAIL]:0/UDP>]) 07/11/2022 7:45:26 AM - IncomingCall: C:2902 from <sip:[EMAIL][email protected][/EMAIL]:0/UDP> to <sip:[EMAIL][email protected][/EMAIL]:5060/UDP>

IncomingCall from (That's my cell phone) to the 553 number. This SHOULD be on Trunk 10001 but "source is identified as trunk Lc:10000"... which then routes to the 819.

 

[YiannisH_3CX]

I will DM you shortly for some extra information so we can take a closer look.