[CM500002]: Unidentified incoming call. Review INVITE and adjust source identification

Oxar · Mar 9, 2020

Hi,

I am new to the 3CX community and hoping you can help me out.
The following error message has many hits on this forum but so far non of the solutions are working for me.

03/09/2020 6:51:11 PM - [CM500002]: Unidentified incoming call. Review INVITE and adjust source identification:
Invite-UNK Recv Req INVITE from xxx.xxx.xxx.xxx:5062 tid=PjLghyvspBc8Qg2hmG0hPUEBvE0nHuvPpF Call-ID=vrfDCeVB5zXVt7ZytDRloF8Mm3cLhjar:
INVITE sip:[email protected] SIP/2.0
Via: SIP/2.0/UDP xxx.xxx.xxx.xxx:5062;rport=5062;branch=z9hG4bKPjLghyvspBc8Qg2hmG0hPUEBvE0nHuvPpF
Max-Forwards: 70
Contact: <sip:[email protected]:5062;ob>
To: sip:[email protected]
From: sip:[email protected];tag=FcKHa6ad13eFAmg5QgUkKNF.FwLPKCfv
Call-ID: vrfDCeVB5zXVt7ZytDRloF8Mm3cLhjar
CSeq: 21649 INVITE
Session-Expires: 1800
Min-SE: 90
Allow: PRACK, INVITE, ACK, BYE, CANCEL, UPDATE, INFO, SUBSCRIBE, NOTIFY, REFER, MESSAGE, OPTIONS
Content-Type: application/sdp
Supported: replaces, 100rel, timer, norefersub
User-Agent: Pjsua2 Wrapper
secHdrA: 8Jjh96gKhO0LmB5QlI2AEMg50all8II
secHdrB: BFCDDFE89686B9C734C7C8673EAB3D7A
Content-Length: 474

v=0
o=- 3792765071 3792765071 IN IP4 77.251.61.XX
s=pjmedia
b=AS:84
t=0 0
a=X-nat:0
m=audio 4000 RTP/AVP 98 97 8 0 104 3 99 9 96
c=IN IP4 77.251.61.XX
b=TIAS:64000
a=rtcp:4001 IN IP4 192.168.1.196
a=sendrecv
a=rtpmap:98 speex/16000
a=rtpmap:97 speex/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:0 PCMU/8000
a=rtpmap:104 iLBC/8000
a=fmtp:104 mode=30
a=rtpmap:3 GSM/8000
a=rtpmap:99 speex/32000
a=rtpmap:9 G722/8000
a=rtpmap:96 telephone-event/8000
a=fmtp:96 0-16

Some details:

3CX is running the latest version.
SIP trunk is a Asterisk server.
Incoming and outgoing calls are working fine on other phones.
The device causing this error is a IP Intercom.
The intercom client gets a 407 error (Proxy Authentication required)
Tried: https://www.3cx.com/docs/source-identification-issues/
Tried: https://www.3cx.com/community/threads/review-invite-source.8644/

YiannisH_3CX · Mar 10, 2020

Hi @Oxar

So the error above is coming from the device receiving the call? All other devices can receive calls from the same trunk?
Also what have you tried changing to solve the issue?

Oxar · Mar 10, 2020

Hi @YiannisH_3CX,

The above error is from the 3CX Activity log. The IP intercom gets a 407 error message when trying to set up the call. All other devices can make and/or receive calls from the same Trunk.

I have tried to adjust the Source identification rules in 3CX but without any luck.
I have also checked with my SIP Provider and they cannot see any errors from their side.
Changed some of the settings in the IP Intercom but these are very limited.

Settings in the intercom:

YiannisH_3CX · Mar 10, 2020

Are you attempting an outbound call or an inbound call to the intercom device? From what i see the error is coming from the intercom device based on the user agent.

Oxar · Mar 10, 2020

It's a incoming call from the intercom to the SIP user.

YiannisH_3CX · Mar 10, 2020

Who does this user agent belong to? "User-Agent: Pjsua2 Wrapper"

Oxar · Mar 10, 2020

YiannisH_3CX said:
Who does this user agent belong to? "User-Agent: Pjsua2 Wrapper"

This is the intercom.

YiannisH_3CX · Mar 10, 2020

Seeing this a bit more carefully i see that its the PBX that is producing the error. Is the Invite coming to the PBX through the Asterisk SIP trunk?
If so what are your current source identification settings?

Oxar · Mar 10, 2020

These are my current source identification settings

YiannisH_3CX · Mar 11, 2020

Try disabling the Call Source Identification and try again. Also looking at the Invite you posted i do not see a called number anywhere so the PBX cannot match the called number to a DID.

Oxar · Mar 11, 2020

Just tried to disable the Call Source Identification but this does not solve the problem. The same error occurres in the 3CX activity log.

In the intercom settings I have changed the values of the settings but when put in the extension number I get a unauthorized message in the logging. The intercom is registered in the Phones section automatic.

Oxar · Mar 17, 2020

Ok, so I have come a little closer to a solution. The Unidentified incoming call problem was solved by enabling "Allow calls from/to external SIP URIs" in the Network Settings.

So When I start a call from the Intercom to the extension I get the following error:

03/17/2020 3:53:38 PM - Leg L:36.2[Extn:601] is terminated: Cause: 408 Request Timeout/INVITE from local
03/17/2020 3:53:38 PM - [CM503003]: Call(C:36): Call to <sip:[email protected]:0> has failed; Cause: 408 Request Timeout/INVITE from local
03/17/2020 3:53:38 PM - Currently active calls [none]
03/17/2020 3:53:26 PM - Leg L:36.1[DirSip:DirectSIP<<sip:[email protected];tag=cq11iuyRql2zRRIl8fcodWFoHxV5Sen4] is terminated: Cause: BYE from PBX
03/17/2020 3:53:26 PM - [CM503020]: Call(C:36): Normal call termination. Call originator: DirSip:DirectSIP<<sip:[email protected];tag=cq11iuyRql2zRRIl8fcodWFoHxV5Sen4. Reason: Disabled by Forwarding Rule
03/17/2020 3:53:26 PM - L:36.1[DirSip:DirectSIP<<sip:[email protected];tag=cq11iuyRql2zRRIl8fcodWFoHxV5Sen4] forwards call from Extn:601 to EndCall:EndCall based on rule Fwd[Available/NoAnsw]
03/17/2020 3:53:26 PM - [Flow] No office hours set, office hours assumed
03/17/2020 3:53:26 PM - L:36.1[DirSip:DirectSIP<<sip:[email protected];tag=cq11iuyRql2zRRIl8fcodWFoHxV5Sen4] failed to reach Extn:601, reason No Answer
03/17/2020 3:53:15 PM - Leg L:35.2[Extn:601] is terminated: Cause: 408 Request Timeout/INVITE from local
03/17/2020 3:53:15 PM - [CM503003]: Call(C:35): Call to <sip:[email protected]:0> has failed; Cause: 408 Request Timeout/INVITE from local
03/17/2020 3:53:08 PM - Currently active calls - 1: [36]
03/17/2020 3:53:06 PM - [CM503025]: Call(C:36): Calling T:Extn:601@[Dev:sip:[email protected]:5060] for L:36.1[DirSip:DirectSIP<<sip:[email protected];tag=cq11iuyRql2zRRIl8fcodWFoHxV5Sen4]
03/17/2020 3:53:06 PM - [CM503027]: Call(C:36): From: DirSip:DirectSIP<<sip:[email protected];tag=cq11iuyRql2zRRIl8fcodWFoHxV5Sen4 (<sip:[email protected]:0>)  to  T:Extn:601@[Dev:sip:[email protected]:5060]
03/17/2020 3:53:06 PM - [CM503004]: Call(C:36): Route 1: from L:36.1[DirSip:DirectSIP<<sip:[email protected];tag=cq11iuyRql2zRRIl8fcodWFoHxV5Sen4] to T:Extn:601@[Dev:sip:[email protected]:5060]
03/17/2020 3:53:06 PM - [Flow] No office hours set, office hours assumed
03/17/2020 3:53:06 PM - [Flow] Call(C:36): has built target endpoint: Extn:601 for call from L:36.1[DirSip:DirectSIP<<sip:[email protected];tag=cq11iuyRql2zRRIl8fcodWFoHxV5Sen4]
03/17/2020 3:53:06 PM - [Flow] Target endpoint for 3RXtWZSRju is Extn:601
03/17/2020 3:53:06 PM - [CM503010]: Call(C:36): Making route(s) from DirSip:DirectSIP<<sip:[email protected];tag=cq11iuyRql2zRRIl8fcodWFoHxV5Sen4 to <sip:[email protected]:0/UDP>
03/17/2020 3:53:06 PM - [CM505001]: Endpoint DirSip:intercom: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Pjsua2 Wrapper] PBX contact: [sip:[email protected]:5060]
03/17/2020 3:53:06 PM - [CM500002]: Call(C:36): Info on incoming INVITE from DirSip:DirectSIP<<sip:[email protected];tag=cq11iuyRql2zRRIl8fcodWFoHxV5Sen4:
Invite-IN Recv Req INVITE from 77.251.61.71:5062 tid=Pjt5gdMYsF7bd2VFyKXi6Il0-DB882y2P7 Call-ID=aMbI8UBpnng5xykimlE1YFD0HuyLIrC7:
INVITE sip:[email protected] SIP/2.0
Via: SIP/2.0/UDP 77.251.61.71:5062;rport=5062;branch=z9hG4bKPjt5gdMYsF7bd2VFyKXi6Il0-DB882y2P7
Max-Forwards: 70
Contact: <sip:[email protected]:5062;ob>
To: sip:[email protected]
From: sip:[email protected];tag=cq11iuyRql2zRRIl8fcodWFoHxV5Sen4
Call-ID: aMbI8UBpnng5xykimlE1YFD0HuyLIrC7
CSeq: 28316 INVITE
Session-Expires: 1800
Min-SE: 90
Allow: PRACK, INVITE, ACK, BYE, CANCEL, UPDATE, INFO, SUBSCRIBE, NOTIFY, REFER, MESSAGE, OPTIONS
Content-Type: application/sdp
Supported: replaces, 100rel, timer, norefersub
User-Agent: Pjsua2 Wrapper
secHdrA: nnzxyDRf2ubbK11Jjlza6ffdJc2l3rg
secHdrB: 68DD192127BED7630AC50D6F85676B83
Content-Length: 474

Any idea's anyone?

JohnS_3CX · Mar 17, 2020

Are you making Direct SIP calls?

Oxar · Mar 17, 2020

JohnS_3CX said:
Are you making Direct SIP calls?

Yes. I have the proper SRV records added to the domain.
The intercom and 3CX server are not in the same network.

JohnS_3CX · Mar 18, 2020

Ok then firstly you were getting a failure because when the Direct SIP call was reaching the server, the server was not configured to accept such requests. You have now enabled it so this step is done

Now, the server needs to match the user-part of the email address to an extension, otherwise it cannot identify who the call belongs to. https://www.3cx.com/docs/direct-sip/#h.yrvqaohrft9z

Oxar · Mar 18, 2020

Thanks. I keep getting this error:

03/18/2020 9:45:31 AM - Leg L:86.2[Extn:601] is terminated: Cause: 408 Request Timeout/INVITE from local[/TD]
[/TR]
[TR]
[TD]03/18/2020 9:45:31 AM - [CM503003]: Call(C:86): Call to <sip:[email protected]:0> has failed; Cause: 408 Request Timeout/INVITE from local

The extension is registered.

03/18/2020 9:44:59 AM - [CM503025]: Call(C:86): Calling T:Extn:601@[Dev:sip:[email protected]:5060] for L:86.1[DirSip:DirectSIP<<sip:[email protected];tag=tD7uHZ-xZIRDj85RzZf0mxnYWzet.bMI]

Is it a problem that the intercom is registered but not in the same network?

JohnS_3CX · Mar 18, 2020

If it works when you call its extension directly then it should be fine.

So now, for the intercom device's extension, did you set the SIP ID to the word intercom ?

And then you make a call to [email protected] where yourdomain.com is the same FQDN the PBX has?

Oxar · Mar 18, 2020

This is what I'm struggling with. I don't know what needs to go where anymore

On the intercom I have setting:

SIP User ID
SIP authentication ID

In 3CX I have:

Extension
Email Address
SIP ID (User >> Options

So the intercom has a set username: [email protected] (I cannot change this, altered here for privacy)

In the 3CX logging I sometimes see [email protected] or [email protected] when the intercom is calling.

Oxar · Apr 2, 2020

I did not have any luck on solving this issue. Does anyone have a suggestion?

Much appreciated

JohnS_3CX · Apr 3, 2020

Hi @Oxar

It's not clear that you ever got the device to even register.

Did you manage to see a registration?

[CM500002]: Unidentified incoming call. Review INVITE and adjust source identification

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