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

[minnesota]

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

 

[minnesota]

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.

 

[leejor]

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.

 

[minnesota]

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.

 

[leejor]

The Activity log should show the reason 3CX is not routing the call to the extension or ring group.

 

[NickD_3CX]

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.

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.

 

[minnesota]

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.

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.

 

[leejor]

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:[email protected]:5060>
11/17/2017 4:40:32 PM - [CM503010]: Call(C:1): Making route(s) from
Line:10000<<+15077221380 to <sip:[email protected]: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?

 

[minnesota]

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:[email protected]:5060>
11/17/2017 4:40:32 PM - [CM503010]: Call(C:1): Making route(s) from
Line:10000<<+15077221380 to <sip:[email protected]: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?

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.

 

[panda]

I use Flowroute with my system, what does your inbound route(s) look like?

 

[minnesota]

I use Flowroute with my system, what does your inbound route(s) look like?

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

 

[leejor]

How many appearances are there of extension 100? quickly scanning over the log, I'm seeing [email protected]:5060 ,[email protected]:5060, and :[email protected]:5065
I also see
Call to <sip:[email protected]: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?

 

[minnesota]

How many appearances are there of extension 100? quickly scanning over the log, I'm seeing [email protected]:5060 ,[email protected]:5060, and :[email protected]:5065
I also see
Call to <sip:[email protected]: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?

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.

 

[YiannisH_3CX]

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.

 

[minnesota]

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

 

[YiannisH_3CX]

Glad the issue is now resolved and thank you for updating the post with your solution