Dial code *20* for Call Pickup goes to out outbound line

[commvisi]

Hi,

3CXPSSB v9.0.13545.594 SP.5a

I used to be able to dial *20* from an extension outside our main ring group to pick up an inbound call.

I am not sure when this stopped working (3CX v8 to v9, or a v9 SP), but now when I dial this Dial Code it routes to an outbound line. Other system Dial Codes work such as *1, *2, *4, *60, *61, etc..

We are using SNOM 820’s and 870’s with a combination of VoIP trunks and PSTN devices (Patton).

Any assistance on this would be appreciated.

Troy.

 

[leejor]

What does the 3CX server log show when you dial that code?

 

[commvisi]

Hi,

When I *20* the log shows it routing an outbound call. If I perform a *60 I see it being handled by 3CX.

15:48:36.181  [CM503008]: Call(36): Call is terminated
15:48:34.306  [CM503007]: Call(36): Device joined: sip:[email protected]:5062
15:48:34.306  [CM503007]: Call(36): Device joined: sip:[email protected]:3072;line=z3yae4p4
15:48:34.290  [CM505002]: Gateway:[Patton 4FXO] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Patton SN4114 JO EUI 00A0BA04C766 R5.4 2009-07-20 H323 SIP FXS FXO M5T SIP Stack/4.0.28.28] PBX contact: [sip:[email protected]:5060]
15:48:34.274  [CM503002]: Call(36): Alerting sip:[email protected]:5062
15:48:32.180  [CM503025]: Call(36): Calling PSTNline:*20*@(Ln.10001@Patton 4FXO)@[Dev:sip:[email protected]:5062]
15:48:32.180  [CM503003]: Call(36): Call to sip:*20*@SIPPROVIDER:5060 has failed; Cause: 404 Not Found; from IP:SIPPROVIDER:5060
15:48:31.852  [CM503025]: Call(36): Calling VoIPline:*20*@(Ln.10006@SIPTrunks)@[Dev:sip:USERID@SIPPROVIDER:5060]
15:48:31.540  [CM503004]: Call(36): Route 3: PSTNline:*20*@(Ln.10004@Linksys 1FXO)@[Dev:sip:[email protected]:5062]
15:48:31.540  [CM503004]: Call(36): Route 2: PSTNline:*20*@(Ln.10001@Patton 4FXO)@[Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5064,Dev:sip:[email protected]:5066,Dev:sip:[email protected]:5060]
15:48:31.540  [CM503004]: Call(36): Route 1: VoIPline:*20*@(Ln.10006@SIPTrunks)@[Dev:sip:USERID@SIPPROVIDER:5060]
15:48:31.540  [CM503010]: Making route(s) to <sip:*20*@10.1.1.19:5060;user=phone>
15:48:31.540  [CM505001]: Ext.205: Device info: Device Identified: [Man: Snom;Mod: 8xx series;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [snom870/8.4.31] PBX contact: [sip:[email protected]:5060]
15:48:31.524  [CM503001]: Call(36): Incoming call from Ext.205 to <sip:*20*@10.1.1.19:5060;user=phone>

15:54:16.537  [CM503008]: Call(38): Call is terminated
15:54:12.646  Currently active calls - 1: [38]
15:54:12.099  [CM503007]: Call(38): Device joined: sip:[email protected]:40600;rinstance=284c1eb79270b84d
15:54:12.083  [CM503007]: Call(38): Device joined: sip:[email protected]:3072;line=z3yae4p4
15:54:12.083  [CM503002]: Call(38): Alerting sip:[email protected]:40600;rinstance=284c1eb79270b84d
15:54:11.927  [CM503025]: Call(38): Calling Unknown:Ext.EndCall@[Dev:sip:[email protected]:40600;rinstance=284c1eb79270b84d]
15:54:11.880  [CM503016]: Call(38): Attempt to reach <sip:*[email protected]:5060;user=phone> failed. Reason: Busy
15:54:11.880  [CM503010]: Making route(s) to <sip:*[email protected]:5060;user=phone>
15:54:11.880  [CM505001]: Ext.205: Device info: Device Identified: [Man: Snom;Mod: 8xx series;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [snom870/8.4.31] PBX contact: [sip:[email protected]:5060]
15:54:11.864  [CM503001]: Call(38): Incoming call from Ext.205 to <sip:*[email protected]:5060;user=phone>

Troy.

 

[leejor]

The fact that 3CX is truing to send the "call" out on 3 routes, leads me to believe that you have an entry in your outbound rules that 3CX is simply following.

15:48:31.540 [CM503004]: Call(36): Route 3: PSTNline:*20*@(Ln.10004@Linksys 1FXO)@[Dev:sip:[email protected]:5062]
15:48:31.540 [CM503004]: Call(36): Route 2: PSTNline:*20*@(Ln.10001@Patton 4FXO)@[Dev:sip:[email protected]:5062,Dev:sip:[email protected]:5064,Dev:sip:[email protected]:5066,Dev:sip:[email protected]:5060]
15:48:31.540 [CM503004]: Call(36): Route 1: VoIPline:*20*@(Ln.10006@SIPTrunks)@[Dev:sip:USERID@SIPPROVIDER:5060]
15:48:31.540 [CM503010]: Making route(s) to <sip:*20*@10.1.1.19:5060;user=phone>

 

[commvisi]

Hi,

My Outbound rule is pretty simple. See attached image. I am not sure why *20* is different from *60 (except obviously the length).

Another interesting thing. If I dial *60 I get the DND Off message. If I change Call Pickup to *60 in Advanced/Dial codes and dial *60 it routes to an outside line. It is like the Call Pickup feature is not available anymore.

 

[leejor]

You don't appear to have a rule defined (digits or length), for outbound calls. That might be causing some ...confusion, on the part of 3CX. You may want to rethink your outbound rule and construct one (or more) that has, at least, a first digit. This may require a separate rule for local calls, one for long distance, and one for international, depending on the prefix and length of the digits required. You would also have to consider any local "special" numbers that don't fit into any other category.

Try doing that and see if *20*, still gets you an outside trunk.

 

[SY]

Dial codes don't work in free version, so call to *20* is interpreted as a dialed number.
The outbound rule accepts it and routes it to the external lines.

 

[commvisi]

Hi,

We have purchased a License Key. If I look in Settings/Activate License/Product Details I can see my license key, and Product information - is there somthing else I should check to ensure my license is Active in 3CX ?

I suspect it is a server issue as it seems to ignore the Call Pickup regardless of the dial code I assign, ie;

• * DND Off as *60 works.
  * Changed DND Off to *20* and Call Pickup to *60. Calling *20* works as DND Off, *60 is routed as an Outbound call

Any help on this is appreciated.


3CX License (Key removed from screen cap)

Upon restarting all services I get the following log messages;

23:55:23.095  Failed to obtain short path name for [C:\ProgramData\3CX\Bin\Cert]
23:55:23.095  [CM501006]: Default Local IP address: [10.1.1.19]
23:55:23.080  [CM501002]: Version: 9.0.15776.0
23:55:23.080  [CM501007]: *** Started Calls Controller thread ***
23:55:23.080  [CM501001]: Start 3CX PhoneSystem Call Manager
23:55:22.783  [EC200001]: Configuration server is connected:    application:3cx:5485/DBProvider    local:127.0.0.1:61899    remote:127.0.0.1:5485
23:55:22.767  [CM501009]: License Info: Loaded Succeeded

Troy.

 

[SY]

Hi Troy,

We have purchased a License Key. If I look in Settings/Activate License/Product Details I can see my license key, and Product information - is there somthing else I should check to ensure my license is Active in 3CX ?

Sorry, my mistake.
You are using licensed version and *20* should work.
To prevent outbound calls to '*20*' on external lines, you can, for example, specify 0-9 in the field "Call to numbers starting with(prefix)" and outbound rule will not accept *20*

Thanks

 

[commvisi]

Hi,

I have changed my Outbound dial rule to only allow Prefix 0-9. *20* now returns 'Not Found'.

As I have said in my earlier post, if I swap *60 (DND Off) and *20* (Call Pickup) in Advanced Setings, dialing *20* works and does turn off DND, but *60 does not work as a Call Pickup. From this I do not believe it is a routing problem.

It appears that my 3CX does not know what to do with a Call Pickup anymore.

Log File shows *20* no longer rounting to Outbound;

09:24:53.474  [CM503020]: Normal call termination. Reason: Not found
09:24:53.474  [CM503016]: Call(7): Attempt to reach <sip:*20*@10.1.1.19:5060;user=phone> failed. Reason: Not Found
09:24:53.474  [CM503014]: Call(7): No known route to target: <sip:*20*@10.1.1.19:5060;user=phone>
09:24:53.474  [CM503010]: Making route(s) to <sip:*20*@10.1.1.19:5060;user=phone>
09:24:53.474  [CM505001]: Ext.305: Device info: Device Identified: [Man: Snom;Mod: 8xx series;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [snom820/8.4.31] PBX contact: [sip:[email protected]:5060]
09:24:53.474  [CM503001]: Call(7): Incoming call from Ext.305 to <sip:*20*@10.1.1.19:5060;user=phone>

 

[commvisi]

Hi,

Does anybody have an update on this ?

 

[StefanW]

simply change ur outbound rule.
Add Numbers starting with prefix 0,1,2,3,4,5,6,7,8,9 adn you should be fine

 

[nb]

First I need to know exactly what you are doing.

A) We cannot restrict * numbers going out so this is complex and will not be possible. users must be able to freely dial out whatever they want. it is up to you to stop them from the outbound rules.

B) Describe the call flow. And make a capture so we understand what is happening. The problem is not in the dial code. I think that either there are no calls that can be picked up. So server says

Do I have ringing calls - Yes - Does the number dialed match the pick up code, YES - then process PICK UP operation.
Do I have ringing calls - NO - Then treat it as a normal dialed number whatever it is. It can be *whatever. Now this goes out because you have an outbound rule that says calls from extensions 200-400 allow out. Pickup operation is made from one of these phones, there is no restriction on prefix so it goes out.

OR

For some reason, phones are not accepting this pickup operation.

We cannot reproduce this in house so you need to see with a wireshark why pickup is not working.

Your problem is not in the pickup code going out. Your problem is that you cannot pick up calls at all or you are using it incorrectly. Do not waste time trying to change the dial code from *60 - this is not a dial code issue. IN fact by changing you did not get this working.

Look at the first log you sent

09:24:53.474 [CM503020]: Normal call termination. Reason: Not found
09:24:53.474 [CM503016]: Call(7): Attempt to reach <sip:*20*@10.1.1.19:5060;user=phone> failed. Reason: Not Found
09:24:53.474 [CM503014]: Call(7): No known route to target: <sip:*20*@10.1.1.19:5060;user=phone>
09:24:53.474 [CM503010]: Making route(s) to <sip:*20*@10.1.1.19:5060;user=phone>
09:24:53.474 [CM505001]: Ext.305: Device info: Device Identified: [Man: Snom;Mod: 8xx series;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [snom820/8.4.31] PBX contact: [sip:[email protected]:5060]
09:24:53.474 [CM503001]: Call(7): Incoming call from Ext.305 to <sip:*20*@10.1.1.19:5060;user=phone>

From what I see there is no indication that this is going out. Not found in this case means NO Ringing phone found to pick up. OR No ringing phone found to pick up so it is processed as an outbound call, it strips no digits and telco tells you NOT FOUND.

Now if there is a ringing phone and you are getting not found, then this is another story so you have to check what is happening at wireshark level.