Calls temporarily unavailable, logs show different numbers

[Steve Medley]

I have a strange issue that's been going on for quite a while. The user dials a number, in this case 1-805-***-**** and it gives a temp unavailable response but in the log it does not show the 1 as having been dialed. Then a few seconds later the user hit REDIAL (They do not manually enter the number again) and this time the call goes through and shows the 1.

I have confirmed that outbound calls dialed with a 1 or not will both work in normal conditions. This issue is not every time but is quite often on and off throughout the day.

3CX is on premise hosted on Windows Server Hyper-V
Currently on 16.0.7.1078 but this issue has been there through several updates.

 

[cobaltit]

So you'd want to check the activity log (having it verbose helps) as well as check with your provider to see what they say.

 

[YiannisH_3CX]

In addition to what @cobaltit said if you are not seeing the calls in the PBX it might mean that the calls are not reaching the PBX.
What phones/devices are you using? Are they on the same LAN as the PBX?

 

[Steve Medley]

So you'd want to check the activity log (having it verbose helps) as well as check with your provider to see what they say.

Checked with the SIP provider and the calls that don't go through never reach them. If my logs show two outbound attempts with the first failing they only see the second one that was successful.

 

[Steve Medley]

In addition to what @cobaltit said if you are not seeing the calls in the PBX it might mean that the calls are not reaching the PBX.
What phones/devices are you using? Are they on the same LAN as the PBX?

Well in the screenshot I posted you can see the call attempt there, it is the second highlighted one with the Not Answered status.

The phones are on the same LAN as PBX, all phones are Yealink SIP-T46S.

 

[leejor]

You are best to check the Activity Log, as that will show you the actual number sent to the provider on each attempt, and their response. It may be different on each attempt.

 

[YiannisH_3CX]

How is the user dialing the number? Are they dialing the number with the "1" or is the "1" prepended in the outbound rules?
Can you send us a screenshot of your outbound rules configuration?