CenturyLink SIP trunk not working after V20 upgrade.

[seamonkeys1]

Has anyone had any issues with the CenturyLink SIP service after V20 upgrade? I have rebuilt it using the supported template and are having the same issue.

Calls comes in rings for 2 seconds then terminates with call CANCEL coming from the provider. I compared to our V18 packet capture and the only changes I am seeing is 100 trying and 200 ok is now missing. See below.

V20
Invite "CenturyLink" --> 180 Ringing "V20" --> Cancel "CenturyLink". Then a 2nd invite comes in and the call completes normally.

V18
Invite "CenturyLink" --> 100 Trying "V18" --> 180 Ringing "V18" --> 200 OK "V18"

I believe the issue seems to be 200 OK status now missing. ???

I think the question is how do we make V20 send the OK message on the 1st invite back to the provider.

 

[seamonkeys1]

After looking over my other providers, I do believe the issues is being caused by not sending the OK message back to the provider.

 

[NikosT_3CX]

@seamonkeys1 I think the first step is to ensure that the DID routes the call to the correct destination.
Meaning that if for example on v18 the call was routed to an IVR or a Queue the pbx will send 200 OK.
After it upgraded to v20, can you ensure that the call follows the same route ?
Have you mapped the correct DID to the appropriate destination?
Also it’s strange that the provider sends Cancel after 2 seconds.
Did you give them a call about this to ask them?

I will also PM you for more information

 

[seamonkeys1]

Yep they are going to correct destination. I do not get the OK on the 1st invite, but I do when the provider sends the 2nd invite. If I use a generic template the issue goes away which I guess would be an unsupported setup then ? Plus I would need to find a way to move my 700 numbers over to the new trunk without having to reprogram them all. I have not called the provider since it only happens when I run v20.

 

[YiannisH_3CX]

Where is the call routed? The 200 OK message is sent by the PBX to indicate that the call has been answered. If the provider is Canceling the call within 2 seconds then the call cannot be answered by the PBX.
Your question should be why is the call canceling on the first call but not in the second? That is a question for the provider.
If using the Generic template fixes your issue then use it until you get a reply from the provider.

 

[seamonkeys1]

Currently doesn't matter where its routed to, but I have examples of call flow apps, extensions, ivr.

I also found out the issue only happens if you have a enterprise sip trunk. If you use a regular sip trunk on the CenturyLink service the issue goes away.

 

[seamonkeys1]

Case with CenturyLink Confirmed the issue. They are stating its a problem between AT&T and CenturyLink. After looking into the call examples in more details they all are AT&T phone numbers.

 

[seamonkeys1]

CenturyLink has fixed the cancel. We found the issue to be 3cx app on the phone. If you remove the 3cx app from the cell phone they are able to call the office again. We reinstalled the app and the issue happens again. This is on Android. Apple phone are not having this issue.

 

[seamonkeys1]

AT&T has confirmed they are receiving the cancel notice from the cell phone itself.

Why does uninstall the 3cx app address the issue and allow them to call the main line again? This is doesn't seem to affect Apple, but we have duplicated the issue with 3cx on another android phone using the same user. The user would be a queue manger, but not logged into the queue so his phone does not ring.

 

[N_G]

We think this is a provider problem. We have asked for logs from you which you have not provided so we're going to close this thread.