Dial 999 (VM) from IVR - Hold Music

[Sean Glasspool]

Hi All,

Trying to sort out remote VM access for a customer.

Ring main number --> Hit IVR --> Dial 999 --> Get Hold Music.

Missing a trick?

Thanks!

Sean

 

[leejor]

What does the 3CX Activity Log show for the call? Does the same thing happen if you call the IVR from an extension?

 

[YiannisH_3CX]

Hello @Sean Glasspool

That should work as you describe it so check the active calls screen to see where the call goes after you dial 999. Try to dial an extension also and see if that works as there might be an issue with DTMF signalling

 

[Sean Glasspool]

I can see the call on 999. I dont get the usual 3CX system hold music. Its different. (Still 3cx) The same applies for some dummy extns I have set up for group voicemails. Just hits a hold music when I transfer to it from the IVR rather than its mail box greeting.

 

[Sean Glasspool]

Here is the activity log.

4/11/2018 07:46:12 - Leg L:3.1[Line:10011<<022xxxxxxx] is terminated: Cause: BYE from local
14/11/2018 07:45:31 - L:3.3[VMail:999] has joined to L:3.1[Line:10011<<022xxxxxxx]
14/11/2018 07:45:31 - [CM503025]: Call(C:3): Calling T:VMail:999@[Dev:sip:[email protected]:5483;rinstance=5056d822bf3de58c] for L:3.1[Line:10011<<022xxxxxxx]
14/11/2018 07:45:31 - [CM503027]: Call(C:3): From: Line:10011<<022xxxxxxx ("6422xxxxxxx:Main Incoming Rule" <sip:[email protected]:5060>)  to  T:VMail:999@[Dev:sip:[email protected]:5483;rinstance=5056d822bf3de58c]
14/11/2018 07:45:31 - [CM503004]: Call(C:3): Route 1: from L:3.1[Line:10011<<022xxxxxxx] to T:VMail:999@[Dev:sip:[email protected]:5483;rinstance=5056d822bf3de58c]
14/11/2018 07:45:31 - [Flow] Call(C:3): has built target endpoint: VMail:999 for call from L:3.1[Line:10011<<022xxxxxxx]
14/11/2018 07:45:31 - [CM503010]: Call(C:3): Making route(s) from Line:10011<<022xxxxxxx to <sip:[email protected]:5060>
14/11/2018 07:45:31 - [Flow] Refer: RefTo=<sip:[email protected]:5060>; was call from=<sip:[email protected]:5060> to="6422xxxxxxx:Main Incoming Rule" <sip:[email protected]:5060>
14/11/2018 07:45:24 - [CM503007]: Call(C:3): Line:10011<<022xxxxxxx has joined, contact <sip:[email protected]:5060>
14/11/2018 07:45:24 - L:3.2[Ivr:800] has joined to L:3.1[Line:10011<<022xxxxxxx]
14/11/2018 07:45:24 - [CM503025]: Call(C:3): Calling T:Ivr:800@[Dev:sip:[email protected]:5483;rinstance=c1e145a07d53cc45] for L:3.1[Line:10011<<022xxxxxxx]
14/11/2018 07:45:23 - [CM503027]: Call(C:3): From: Line:10011<<022xxxxxxx ("6422xxxxxxx:Main Incoming Rule" <sip:[email protected]:5060>)  to  T:Ivr:800@[Dev:sip:[email protected]:5483;rinstance=c1e145a07d53cc45]
14/11/2018 07:45:23 - [CM503004]: Call(C:3): Route 1: from L:3.1[Line:10011<<022xxxxxxx] to T:Ivr:800@[Dev:sip:[email protected]:5483;rinstance=c1e145a07d53cc45]
14/11/2018 07:45:23 - [Flow] Call(C:3): has built target endpoint: Ivr:800 for call from L:3.1[Line:10011<<022xxxxxxx]
14/11/2018 07:45:23 - [CM503010]: Call(C:3): Making route(s) from Line:10011<<022xxxxxxx to <sip:[email protected]:5060>
14/11/2018 07:45:23 - [CM500002]: Call(C:3): Info on incoming INVITE from Line:10011<<022xxxxxxx:

Invite-IN Recv Req INVITE from xx.xx.xx.xx:5060 tid=59a94a27 [email protected]:

INVITE sip:[email protected]:5060;rinstance=0987a739b8732d99 SIP/2.0

Via: SIP/2.0/UDP xx.xx.xx.xx:5060;branch=z9hG4bK59a94a27;rport=5060

Max-Forwards: 70

Contact: <sip:[email protected]:5060>

To: <sip:[email protected]:5060;rinstance=0987a739b8732d99>

From: "6422xxxxxxx" <sip:[email protected]>;tag=as0f20aed0

Call-ID: [email protected]

CSeq: 102 INVITE

Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REFER, SUBSCRIBE, NOTIFY, INFO, PUBLISH, MESSAGE

Content-Type: application/sdp

Date: Tue, 13 Nov 2018 18:45:23 GMT

Supported: replaces

User-Agent: NZ PBX

Content-Length: 317



v=0

o=root 1499116291 1499116291 IN IP4 xx.xx.xx.xx
s=NZ PBX

c=IN IP4 xx.xx.xx.xx

t=0 0

m=audio 36864 RTP/AVP 8 0 18 9 101

a=rtpmap:8 PCMA/8000

a=rtpmap:0 PCMU/8000

a=rtpmap:18 G729/8000

a=fmtp:18 annexb=no

a=rtpmap:9 G722/8000

a=rtpmap:101 telephone-event/8000

a=fmtp:101 0-16

a=ptime:20

a=sendrecv

14/11/2018 07:45:23 - [CM503001]: Call(C:3): Incoming call from Line:10011<<022xxxxxxx to <sip:[email protected]:5060>
14/11/2018 07:45:23 - [Flow] Looking for inbound target: called=06xxxxxxx; caller="6422xxxxxxx" <sip:022xxxxxxx@:5060>

 

[Sean Glasspool]

Attached is the call as shown in the console.

 

[Sean Glasspool]

Tested on a second system and same result.

 

[Sean Glasspool]

OK, bug in the system perhaps.

Changed the default 999 to say 555. Tested. Works. Changed back to 999. Works :-D

 

[YiannisH_3CX]

The log shows the call going to 999 so not much to determine from there. The next step to determine the cause of this is not look at the 3CX logs and the configuration of the system. I would recommend creating a ticket with our support department so they can look into this and see what is going on in case the issue comes back.