Solved Cloud 3CX PBX's stops passing calls for all users

[Nkosiedread]

Greetings fellows,

Two of my 3CX PBX's that have been working fine all of a suddenly stops passing calls.
All users are using soft phones and now they can only dial extensions outside call are giving an call failed-unavailable error.

The are two that have the same license version are still passing calls from 3cx soft phones, below are the system details.

• 3CX Version, e.g. Standard Annual 16.0.8.9
• Server OS, e.g. Debian 9
• Is the 3CX Server Hosted and where: hosted on a private cloud
• IP Phone Make/Model/Firmware
• Provisioning Method: email
• Trunk Provider or Gateway Make/Model: Generic
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

I have reinstalled one of the system, run successful firewall checker but still no luck.

Kindly advise on what else to check, users have been left frustrated not being able to dial out,


Regards,
Nkosana

 

[YiannisH_3CX]

Hi Nkosana,

Are you using the same provider for the PBXs? Have you checked with them to see if there is an issue on their side? Check your Activity log and see if there are any errors there. Verbose logging will provide more details.
Generally check if the Invite goes out from the PBX and if you get an error from the provider.

 

[Nkosiedread]

Hi Yiannish,

Thank you for your reply, it pointed me to check in the right direction.

It looks like I had disabled some few sip trunks, but they affected users that were not configured for them.

I guess I still need to investigate this further, maybe you may guide me on how to test per extension to see which sip trunk they are placing call through.

Turning them worked like magic. Everything is working fine now.


Thanks
Nkosana

 

[YiannisH_3CX]

Glad i could assist.

What trunks the users use depends on your outbound rules and the order you have your outbound rules placed.
Outbound rules are checked from the top down and the PBX will stop checking once it finds a match. Perhaps you need to reorder your outbound rules to get things working properly.

More info here: https://www.3cx.com/3cxacademy/videos/advanced/configuring-outbound-routing/

 

[Nkosiedread]

Hi Yiannish,

Thanks for clarification of concept and sharing the videos, I managed to reorder them for according to requirements.
All seem to be good now.

 

[YiannisH_3CX]

Glad to see the issue has been resolved