Solved Cant make Outbound Calls | Gradwells SIP Trunk & 3CX Integration

[LeylaHussein]

Can anyone help with this error?

• We have a Google cloud host, with 3CX PBX and Gradwells SIP trunk. (Utilised 3CX COVID-19 offer)
• We have been assigned with one DID number which is our main trunk number. I have input the details given into 3CX and created an outbound rule.
• We can receive incoming calls, but unable to make outgoing calls.
• We have no physical VoIP equipment, we will operate solely on the 3CX mobile app once we have confirmed everything works.

The reoccurring error code we are getting is:

SIP Server/Call Manager ID: 12294

Call or Registration to 9*landlinenumber* @(Ln.10000@Gradwell Communications) has failed. *IP address* replied: 403 Access denied to SIP Trunk Out; from IP: *IP address/Port*

Any help or advice would be greatly appreciated!

 

[YiannisH_3CX]

Hello @LeylaHussein

Can you provide a screenshot of your outbound rules? Are you using "9" as a prefix to perform outbound calls? If so please make you strip one digit so that the number reaches Gradwell correctly.

Also can you share the registrar that Gradwell has provided?

 

[LeylaHussein]

Hi YiannisH, thank you for the reply.

I can do, although I have just received a reply back from Gradwells on the issue, they don't know where it is displayed in 3cx.

They've told me that in my SIP trunk setup I have put a space where I shouldn't. However, when I view the SIP trunk settings in 3CX I cannot find any number with a space in.

Is there another place in 3CX where the settings below are stored?

sip:XXXXXXX@IPADDRESSORT

Gradwells sent back the setting they see on their end and apparently it's displaying like this:

sip:XXXXX%20XXXXXX@IPADDRESSORT

This is what they have confirmed is the error.

Thanks again!

 

[LeylaHussein]

I didnt realise smiley faces would appear, I have put a : and P for Port.

 

[YiannisH_3CX]

Check your main trunk number or your contacts if you are selecting a contact to make the outbound call.
Indeed %20 means that you have a space somewhere. It should be in your trunk settings however or your contacts or perhaps your outbound rule if you are prepending a number etc. No other settings should affect this.

 

[LeylaHussein]

I have checked contacts, extensions, SIP Trunk settings, no numbers with a space in.

My outbound rule setting is attached

 

[YiannisH_3CX]

Did you use the 3CX default template to add the trunk?

 

[LeylaHussein]

Once I selected Gradwells as my SIP Trunk provider, I left the settings as they were, in their current state. The only thing I changed were the inbound rules.

 

[YiannisH_3CX]

For anyone else experiencing the same issue the problem was that public IP of the PBX did not match the IP Gradwell had for the account so the authentication failed. Issue is now resolved