Cannot receive inbound calls - Flowroute

[danny_h]

Hi All,

I am working on setting up 3CX system in a cloud (azure) and currently having some issues with inbound calls. We are using flowroute as our sip provider. Outgoing calls work and audio comes both ways. However, the inbound call to DID gets dropped.

I pulled networking packets to see what is going on and it seems like the calls are getting canceled by the client. Here are the logs:


[CODE]IP x.x.x.x.sip > x.x.x.x.sip: SIP: SIP/2.0 487 Request Terminated IP localhost.sip > localhost.5483: SIP: CANCEL sip:[email protected]:5483;rinstance=ec5a763c54971c06 SIP/2.0 localhost.5483 > localhost.sip: SIP: SIP/2.0 487 Request Terminated[/CODE]

Also, in the event console I am seeing this:

04/26/2020 10:51:03 PM - L:21.1[Line:10000<<+1xxxxxxxxxx] got Terminated Recv Req CANCEL from x.x.x.x:5060 tid=e4bf.d66ad77d2437d25c86c6719a5d405b21.0 [email protected]:
CANCEL sip:[email protected]:5060 SIP/2.0
Via: SIP/2.0/UDP x.x.x.x;branch=z9hG4bKe4bf.d66ad77d2437d25c86c6719a5d405b21.0
Max-Forwards: 66
To: <sip:[email protected]>
From: "Example" <sip:[email protected]>;tag=gK06448261
Call-ID: [email protected]
CSeq: 557 CANCEL
Reason: SIP;cause=603
Content-Length: 0

Can someone point me into the right direction on how to further troubleshoot it?

 

[Saqqara]

Have you setup your DDI numbers ? - https://www.3cx.com/docs/manual/inbound-did-call-routing/

 

[diamond9]

Have you got the sip trunk directed to an extension on inbound rules or on the trunk?
What is the status of that extension?

 

[JohnS_3CX]

Did you use our built in template to setup the trunk as per here?
https://www.3cx.com/docs/usa-sip-trunk-flowroute/

 

[danny_h]

@Saqqara @JohnS_3CX Yes, I did setup an inbound rule using 11 digit number format DID. That DID matches the main trunk number. Both SIP trunk and inbound rule routes call to the ext 201, which I created and testing with softphone app.



@diamond9 Both SIP trunk and inbound rule route to the extension. The extension itself is live. I am able to make outbound calls from the softphone app just fine using that same extension.

 

[danny_h]

In the logs, I am also seeing this message:

Default best-route IP is determined as 10.1.1.5, which is my local IP. Does this have to be a FQDN or Public IP instead?

 

[craigreilly]

Change the flowroute 11 digits to *10 digit
ie: instead of 14805551212 use *4805551212
See if that helps.

Not sure why - that is how I have my Flowroute inbound routes set-up.

 

[JohnS_3CX]

What if you send the call to voicemail or an IVR menu or queue rather than an extension?

 

[danny_h]

Change the flowroute 11 digits to *10 digit
ie: instead of 14805551212 use *4805551212
See if that helps.

Not sure why - that is how I have my Flowroute inbound routes set-up.

Tried that - unfortunately didn't help

 

[danny_h]

What if you send the call to voicemail or an IVR menu or queue rather than an extension?

Those were few options I tried earlier but I am also getting the same response.

 

[JohnS_3CX]

Have you tried a capture via the 3CX management console? Your initial post does not clarify this.

Go to Activity Log, the from its settings change to verbose logging. Then click on capture and call your DID. Once the call ends, stop the capture and download it for further analysis.

You need to see if the extension is even involved or it stops at the trunk.

 

[illcsales]

We required a * in front of the number for it work on our system something like *12225551212 this was also required on the main trunk.

 

[danny_h]

Have you tried a capture via the 3CX management console? Your initial post does not clarify this.

Go to Activity Log, the from its settings change to verbose logging. Then click on capture and call your DID. Once the call ends, stop the capture and download it for further analysis.

You need to see if the extension is even involved or it stops at the trunk.

Ok, I just made another capture, here's what I got:

08:47:04.833190 IP 216.115.69.144.sip > ip-10-1-1-5.ec2.internal.sip: SIP: INVITE sip:[email protected]:5060 SIP/2.0
08:47:04.913872 IP ip-10-1-1-5.ec2.internal.sip > 216.115.69.144.sip: SIP: SIP/2.0 100 Trying
08:47:04.938870 IP 216.115.69.144.sip > ip-10-1-1-5.ec2.internal.sip: SIP: CANCEL sip:[email protected]:5060 SIP/2.0
08:47:04.977311 IP 216.115.69.144.sip > ip-10-1-1-5.ec2.internal.sip: SIP: CANCEL sip:[email protected]:5060 SIP/2.0
08:47:04.977488 IP ip-10-1-1-5.ec2.internal.sip > 216.115.69.144.sip: SIP: SIP/2.0 200 OK
08:47:04.977500 IP ip-10-1-1-5.ec2.internal.sip > 216.115.69.144.sip: SIP: SIP/2.0 487 Request Terminated
08:47:05.027744 IP ip-10-1-1-5.ec2.internal.sip > 216.115.69.144.sip: SIP: SIP/2.0 481 Call/Transaction Does Not Exist
08:47:05.041068 IP 216.115.69.144.sip > ip-10-1-1-5.ec2.internal.sip: SIP: ACK sip:[email protected]:5060 SIP/2.0

08:47:10.187116 IP 216.115.69.144.sip > ip-10-1-1-5.ec2.internal.sip: SIP: INVITE sip:[email protected]:5060 SIP/2.0
08:47:10.267748 IP ip-10-1-1-5.ec2.internal.sip > 216.115.69.144.sip: SIP: SIP/2.0 100 Trying
08:47:10.293161 IP 216.115.69.144.sip > ip-10-1-1-5.ec2.internal.sip: SIP: CANCEL sip:[email protected]:5060 SIP/2.0
08:47:10.316415 IP ip-10-1-1-5.ec2.internal.sip > 216.115.69.144.sip: SIP: SIP/2.0 200 OK
08:47:10.316422 IP ip-10-1-1-5.ec2.internal.sip > 216.115.69.144.sip: SIP: SIP/2.0 487 Request Terminated
08:47:10.331238 IP 216.115.69.144.sip > ip-10-1-1-5.ec2.internal.sip: SIP: CANCEL sip:[email protected]:5060 SIP/2.0
08:47:10.379918 IP 216.115.69.144.sip > ip-10-1-1-5.ec2.internal.sip: SIP: ACK sip:[email protected]:5060 SIP/2.0
08:47:10.380138 IP ip-10-1-1-5.ec2.internal.sip > 216.115.69.144.sip: SIP: SIP/2.0 481 Call/Transaction Does Not Exist

1xxxxxxxxxx - DID
x.x.x.x - my public IP
216.115.69.144 - flowroute

 

[JohnS_3CX]

So as soon as the PBX replies "trying" to the provider, the provider immediately sends a cancel to end the session before it even rings.

Is the Flowroute account setup correctly from their portal?
See last remark: https://www.3cx.com/docs/usa-sip-trunk-flowroute/#h.w8e0xwu7c7wf

 

[danny_h]

So as soon as the PBX replies "trying" to the provider, the provider immediately sends a cancel to end the session before it even rings.

Is the Flowroute account setup correctly from their portal?
See last remark: https://www.3cx.com/docs/usa-sip-trunk-flowroute/#h.w8e0xwu7c7wf

Hi,

Yes, the route for the DID I am using in 3CX is set up to "SIP Registration"

 

[JohnS_3CX]

Its best to contact your provider then and get their feedback.

There must be a reason that they are cancelling the incoming call immediately after sending it to your PBX, and before the PBX has the chance to reply.