DID calls going to SIP voicemail

[ethan105]

Hi there,

Having a problem with our sip trunk whereby the main line number works fine (it is the main trunk number and Authenication ID) but other DID's that are assoicated with the SIP trunk are not working as expected. When I assign a user any other DID on that SIP trunk and I call the any DID it rings for 1.5 rings and then goes to our SIP providers voicemail. They are addiment that the issue is not on their end.
Is there anything you can suggest what might be causing this ?

Thanks

Ethan

 

[KyriacosS_3CX]

Check with the SIP trunk checker, and perhaps a packet capture - pretty sure the DIDs are not being passed to you how you have them configured, but would need to have more info to troubleshoot. Verbose logs should also indicate what the PBX sees when a call comes in.

 

[ethan105]

I checked with the Sip trunk checker and everything is green. I should have clarified that when I ring the DID's they ring on the phyiscal handset where I have assigned them so they are making there way into 3cx and getting routed correctly, they just appear to disconnect after 1.5 rings. Any diea

 

[bitn2]

Check sip providers site if they go to there mailbox.

 

[ethan105]

yes it is hitting the sip provider voicemail and I can't understand why.

 

[bitn2]

yes it is hitting the sip provider voicemail and I can't understand why.

Check your provider config on there site. Is there something configured this way?

 

[ethan105]

No they have assured me the routing is correct on their side. We use the same provider for multiple other clients and have it confiugred the same way. It's very strange

 

[YiannisH_3CX]

Set the logging level to verbose and check the logs after a call. Is the call being rejected with an error. You can filter the logs by call btw so it's easier to read. Alternatively run a pcap capture and check the call flow.

 

[SteveITS]

I call the any DID it rings for 1.5 rings and then goes to our SIP providers voicemail.

it rings the 3CX extension, or the caller hears the ring?

Ultimately they are answering the call so it’s a question of why. Also why is voicemail enabled there?

 

[leejor]

I also question why the providers voicemail would be enabled. If the 3CX Activity Log shows the call simply ending, then there may be a provider timing setting (unanswered calls go to voicemail after...) that requires changing.