Calls via assitant or Outlook Not Working

Discussion in '3CX Phone System - General' started by bolton, Aug 25, 2010.

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  1. bolton

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    Hi all, New 3CX partner here in Sydney Australia.

    I've run up a system here internally for testing prior to doing actual installs and having a few minor issues.

    When trying to place a call via the assistant or using the TAPI in Outlook the call will no complete. The process is:

    Click the call button on the assistant > type number in call dialogue > click ok > deskphone rings and displays "Makecall" > pick up handset or speakerphone > answers with music on hold > then nothing. Call does not complete.

    The same behaviour is diosplayed when trying to dial form Outlook.

    The server log does not show anything untoward that I can see. Dialling manually works perferctly. I suspect I've missed a step somewhere. We don't dial a prefix to make an outside call if that makes a difference.

    Anyone able to point me in the right direction?
     
  2. abc123

    abc123 Active Member

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    Can you run the test again and post the server activity logs so we can see them?
     
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  3. bolton

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    Log entry for the call attempt:

    xxx.xxx.xxx.xxx = Workstation IP
    yyy.yyy.yyy.yyy = Internal IP of the 3CX Server
    zzz.zzz.zzz.zzz = Real worold IP of the 3cx Server
    "Sip ID" = SIP account user name
    "externnal number" = the number I am trying to dial, number format is normal, no extra characters.
    Hardphone is a Cisco 7960 (but I get the same behaviour with a Polycom 320 and SPA941).
    Assistant is Version 9.0.13537.0

    9:40:19.802 Currently active calls - 1: [19]
    09:40:19.193 [CM505003]: Provider:[mynetfone] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [ENSR2.5.4] PBX contact: [sip:"Sip ID"@zzz.zzz.zzz.zzz:5060]
    09:40:19.177 [CM503002]: Call(19): Alerting sip:"Sip ID"@sip00.mynetfone.com.au:5060
    09:40:18.130 [CM503025]: Call(19): Calling VoIPline:"external number"@(Ln.10000@mynetfone)@[Dev:sip:"Sip ID"@sip00.mynetfone.com.au:5060]
    09:40:17.724 [CM503004]: Call(19): Route 1: VoIPline:"external number"@(Ln.10000@mynetfone)@[Dev:sip:"sip ID"@sip00.mynetfone.com.au:5060]
    09:40:17.693 [CM503010]: Making route(s) to <sip:"external number"@127.0.0.1:5060>
    09:40:16.615 [CM503007]: Call(19): Device joined: sip:101@xxx.xxx.xxx.xxx:5060;transport=udp
    09:40:16.615 [CM503007]: Call(19): Device joined: sip:MakeCall@127.0.0.1:40600;rinstance=bb408d01ff0333f2
    09:40:12.474 [CM505001]: Ext.101: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Cisco-CP7960G/8.0] PBX contact: [sip:101@yyy.yyy.yyy.yyy:5060]
    09:40:12.474 [CM503002]: Call(19): Alerting sip:101@xxx.xxx.xxx.xxx:5060;transport=udp
    09:40:12.177 [CM503025]: Call(19): Calling Ext:Ext.101@[Dev:sip:101@xxx.xxx.xxx.xxx:5060;transport=udp]
    09:40:12.115 [CM503004]: Call(19): Route 1: Ext:Ext.101@[Dev:sip:101@xxx.xxx.xxx.xxx:5060;transport=udp]
    09:40:12.115 [CM503010]: Making route(s) to <sip:101@127.0.0.1:5060;nofwd=1>
    09:40:12.115 [CM505001]: Ext.MakeCall: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX MakeCall helper;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX MakeCall helper] PBX contact: [sip:MakeCall@127.0.0.1:5060]
    09:40:12.099 [CM503001]: Call(19): Incoming call from Ext.MakeCall to <sip:101@127.0.0.1:5060;nofwd=1>
     
  4. bolton

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    Ok, SO I have confirmed that this is a problem with the VoIP provider (MyNetFone, Australia) works out of the box with Engin. The simple solution is to swicth to Engin I here you say, but that's a cop out, there needs to be an answer.

    MyNetFone provided me with their network trace (Wireshark) and it shows them sending back an RTP request on a valid port, but my 3CX box just seems to ignore the request.

    Anyone?
     
  5. nb

    nb Support Team
    Staff Member 3CX Support

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    Why do you think that 3CX is ignoring the request? Did you get the traces on your router first?
     
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  6. bolton

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    MyNetFone did a wireshark trace which shows the RTP request ootbound from them with no response from my 3CX box. The RTP request is on a valid port number.
     
  7. nb

    nb Support Team
    Staff Member 3CX Support

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    Yes I understood from the start that your netphone is only interested in their part and nothing else. Now you start troubleshooting your part and make a wireshark capture on your end.

    Run a wireshark on your 3CX Host machine to see whether 3CX is actually receiving this request from your Netphone?
    Because if 3CX does not receive it, your netphone can keep on sending untill it becomes blue. nothing will work until you find the cause of why 3CX does not receive these packets. Maybe they are being sent to a different port number than what is expected by 3CX.

    You cannot just stop here " Mynetphone sends it on a valid port number"
    All port numbers are valid? in the negotiation any port can be specified - depends what is exchanged in the final provisional response.
     
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  8. bolton

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    Thanks Nicky,

    Ok, the incoming RTP request from Mynetfone is on port 9048, I have 9000-10000 being forwarded to the 3CX box.

    The main issue I am struggling to understand is why a normal call works fine with MyNetFone, that is, pickup the handset dial the number call connects OK. Likewise with another Local VoIP provider the assistant/outlook calling works fine.

    Nicky, I should point out that I am new to 3CX, so please forgive my perceived ignorance.
     
  9. nb

    nb Support Team
    Staff Member 3CX Support

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    Hi - I will try and help you more

    I think it would be better if you send me the capture from netphone and a capture made on your 3CX box that shows the problem. Maybe we can see the cause of this. nb@3cx.com

    So basically you have one way audio on incoming call? Send me all the details in email and I will have a look at it.
     
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  10. bolton

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    Thanks Nicky,

    I have opened a support ticket, but will forward to you as well. Following further testing I have dicovered that the issue is specific to the provider, another provider with the same 3CX configuration works pefectly.

    The problem appears to be the returning request does not get routed to the handset, the 3CX appears to get the incomong request but then not forward it on to the handset.
     
  11. nb

    nb Support Team
    Staff Member 3CX Support

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    Thanks for the info.
    Now the outstanding issue is this - who is the provider and is he supported?
     
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  12. bolton

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    The Provider is MyNetFone (one of the leading VoIP providers in Australia), we have a business relationship with them. Are they supported, well I guess no, but I will not change providers.
     
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