Dismiss Notice
We would like to remind you that we’re updating our login process for all 3CX forums whereby you will be able to login with the same credentials you use for the Partner or Customer Portal. Click here to read more.

Solved Can't receive calls to Ring Group after switch to Flowroute

Discussion in '3CX Phone System - General' started by minnesota, Nov 16, 2017.

Thread Status:
Not open for further replies.
  1. minnesota

    Joined:
    Nov 24, 2014
    Messages:
    43
    Likes Received:
    1
    Hello. I'm having major trouble receiving incoming calls as they do not ring our ring group and go straight to the operator voicemail box. I've troubleshooted for 2 hours so far trying different things. Here is the behavior I'm seeing.

    We have extensions 100, 101, 102, 103 setup in Ring Group 800. We have incoming rule to match our DID to send calls to ring group 800. After 25 seconds, it should go to Ext. 100 voicemail box. The Ext 100, 101, and 103 are all set to "Available" status. When I call our number, it does not ring any of the phones in the ring group but instead forwards directly to the operator voicemail box at "000".

    I have tried setting incoming calls for the incoming DID to only forward to Ext. 100 for example and it still goes directly to the operator voicemail box instead of Ext. 100's voicemail box.

    I've attached logs of an incoming call to our DID and can see it matches correctly to Ring Group 800.

    I'm not 100% sure how to interpret the logs but any help would be appreciated as this customer no longer is receiving incoming calls.

    This was working fine when I had Vitelity setup as our SIP trunk but we switched to Flowroute and then the problem started. Does anything in the logs suggest there's something wrong with my SIP configuration settings?

    Thank you
     
  2. minnesota

    Joined:
    Nov 24, 2014
    Messages:
    43
    Likes Received:
    1
    Here is log attachment.

    I'm totally confused and have exhausted all my troubleshooting abilities. If we could even get an incoming call to ring one line, it'd be a miracle at this point.

    One thing I just tested. With the inbound call rule, if I set it to match to Ext. 100 voicemail box, it goes to that greeting fine as expected. But if I set it to just "Extension 100", it does not ring the phone and instead goes to a generic operator voicemail box. Very weird.
     

    Attached Files:

  3. leejor

    leejor Well-Known Member

    Joined:
    Jan 22, 2008
    Messages:
    11,113
    Likes Received:
    329
    Being DID numbers, I would use the 3CX Activity Log to verify what DID number is actually being sent. It sounds as if the number of digits (format) may have changed when you switched providers.
     
  4. minnesota

    Joined:
    Nov 24, 2014
    Messages:
    43
    Likes Received:
    1
    I tested inbound DID with 11-digits like 1-507-xxx-xxxx as well as putting an asterisk *1507xxxxxxx in front per Flowroute's recommendation. Either way, it still produces the same result. Based on the activity log, it appears that the inbound rule is matching as the log says it is and when I set the inbound rule to go directly to Ext. 100's voicemail, it does that fine. It's just when set to ring that extension or the ring group, it goes straight to a generic voicemail (operator extension). I'm not sure what else to do.
     
  5. leejor

    leejor Well-Known Member

    Joined:
    Jan 22, 2008
    Messages:
    11,113
    Likes Received:
    329
    The Activity log should show the reason 3CX is not routing the call to the extension or ring group.
     
  6. NickD_3CX

    NickD_3CX Support Team
    Staff Member 3CX Support

    Joined:
    Jun 2, 2014
    Messages:
    1,379
    Likes Received:
    84
    Try adding the DIDs in the full E.164 number format like +1507xxxxxxx. In case you are wondering why the *1507xxxxxxx did not "catch" that, the * symbol acts as a wildcard only for digits 0-9, not for the '+' symbol. So:
    • +1507xxxxxxx will work
    • *507xxxxxxx will work
    • *1507xxxxxxx will not work.
    If you ask me prefer the first.
     
  7. minnesota

    Joined:
    Nov 24, 2014
    Messages:
    43
    Likes Received:
    1
    I tried the +1507xxxxxxx and it still did not work. It goes straight to a generic operator voicemail box. I've attached the logs for this which shows the incoming call starting at 4:40:32 in the log at the bottom of Page 17.

    Any ideas or help? I would love to have this fixed today and not sure what else to do.
     

    Attached Files:

  8. leejor

    leejor Well-Known Member

    Joined:
    Jan 22, 2008
    Messages:
    11,113
    Likes Received:
    329
    11/17/2017 4:40:32 PM - [Flow] Call(C:1): has built target endpoint: RingAll:800 for call from
    L:1.1[Line:10000<<+15077221380]
    11/17/2017 4:40:32 PM - [Flow] Target endpoint for 800 is RingAll:800
    11/17/2017 4:40:32 PM - [Flow] Building target endpoint to 800 from "+15077221380"
    <sip:+15077221380@braaten.3cx.us:5060>
    11/17/2017 4:40:32 PM - [CM503010]: Call(C:1): Making route(s) from
    Line:10000<<+15077221380 to <sip:800@45.56.74.153:5060>

    So...it looks as if the call is going to the ring group.

    I see this...
    11/17/2017 4:40:32 PM - L:1.1[Line:10000<<+15077221380] target's endpoint Extn:102 is set to
    not receive RG calls

    But calls seem to proceed to the other extensions. What happens if you call "800", the ring group, from a set not in the group? Does the call proceed as you expect it to, or the same as an incoming call?
     
  9. minnesota

    Joined:
    Nov 24, 2014
    Messages:
    43
    Likes Received:
    1
    I see that in the logs that it properly targets ring group 800 but none of the "Available" extensions ring. When I call, it goes straight to operator/generic voicemail box.

    I set the inbound rule now to go to ONLY Ext. 100 which is a desktop phone set to "Available" status and connected to 3CX server just fine.

    Here is the log for this call.

    It still goes straight to generic voicemail box instead of ringing this line or going to this line's actual voicemail greeting.


    Starts at 11/17/2017 10:47:07 PM in the log. It does not ring the phone or go to this extension's voicemail. It asks something like leave a message or press * for an operator. It has been doing this and I can't fix it. It doesn't matter if the inbound rule is going to the ring group or an extension directly that is "Available". All calls are not ringing and going to the generic voicemail box.
     

    Attached Files:

  10. panda

    Joined:
    Feb 16, 2016
    Messages:
    16
    Likes Received:
    0
    I use Flowroute with my system, what does your inbound route(s) look like?
     
  11. minnesota

    Joined:
    Nov 24, 2014
    Messages:
    43
    Likes Received:
    1
    This is super basic.

    Only 1 SIP Trunk. One inbound route. I've tried 507xxxxxxx, *1507xxxxxxx, and +1507xxxxxxx. None of it makes any difference. The calls route fine to 3CX and show up in the logs as you see. The problem is they don't ring our phones or one phone or voicemail for Ext. 100 as it's set to.


    Can someone from 3CX staff please private message me so I can share login info for this instance to take a look? Or if you have other suggestions to try, that'd be great. This isn't my first 3CX instance. I don't have this trouble on 5 other instances setup that are more elaborate than this one.

    This is the trouble one and I need help to get this resolved by Monday. I don't feel the need to keep trying basic things that I've already tried during troubleshooting. Posting on the forum here is my last resort, not my first resort.

    Thank you
     
  12. leejor

    leejor Well-Known Member

    Joined:
    Jan 22, 2008
    Messages:
    11,113
    Likes Received:
    329
    How many appearances are there of extension 100? quickly scanning over the log, I'm seeing 100@braaten.3cx.us:5060 ,100@45.56.74.153:5060, and :100@192.168.20.101:5065
    I also see
    Call to <sip:100@braaten.3cx.us:5060> has
    failed; Cause: 487 Request Cancelled/INVITE from 162.255.232.25:5065 ....Who is that?

    Did you confirm that a call from an extension, not part of the ring group, dialling 800, works?
     
  13. minnesota

    Joined:
    Nov 24, 2014
    Messages:
    43
    Likes Received:
    1
    braaten.3cx.us is our 3CX server hosted at Linode. 45.56.74.153 is the ip of that hosename

    192.168.20.101 is the Local IP of the Yealink phone. 162.255.232.25 is the Public IP of this customer's internet connection.


    I have not tested dialing among extensions yet but would still like to get this fixed. This is for a customer, not myself so I can't easily be on-site to test.
     
  14. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

    Joined:
    May 10, 2016
    Messages:
    7,400
    Likes Received:
    535
    Hello @minnesota

    Please check your inbox as i have sent you a p.m with instruction to provide us with some files so we can further troubleshoot.
     
  15. minnesota

    Joined:
    Nov 24, 2014
    Messages:
    43
    Likes Received:
    1
    To confirm our fix, we changed from SIP Registration with Flowroute to set the route for our DID to Host routing directly to the static IP our our 3CX instance.

    After we did this change, all calls started routing normally for this DID. The reason this was a problem was that we have multiple instances registered to our Flowroute account and the incoming call was sent to all of them which they responded with a CANCEL message.

    Thank you
     
  16. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

    Joined:
    May 10, 2016
    Messages:
    7,400
    Likes Received:
    535
    Glad the issue is now resolved and thank you for updating the post with your solution
     
Thread Status:
Not open for further replies.