DID's Stopped working

[P_Rice]

It seems that sometime last week our DID's stopped routing and all calls have been going to our receptionist. We're a low volume incoming call company, so it wasn't until I was in the office today and got complaints that certain DIDs were no longer ringing the correct ring groups or users; including my own.

I recreated two DID rules and have had the same results.

Also restarted services once.

On-Premise Linux, 18.0 (Build 312), Pro License

 

[MuratDemirtas]

Have you tried forwarding as CID in the incoming call rule?

 

[SweetAction]

It seems that sometime last week our DID's stopped routing and all calls have been going to our receptionist. We're a low volume incoming call company, so it wasn't until I was in the office today and got complaints that certain DIDs were no longer ringing the correct ring groups or users; including my own.

I recreated two DID rules and have had the same results.

Also restarted services once.

On-Premise Linux, 18.0 (Build 312), Pro License

You'll need to enable verbose logs, then make a test call and review the activity log. This should tell you what's happening and why.

But likely your provider is sending the DIDs in a different format.

Who is the provider? How is your trunk/did rules setup (screenshots help).

 

[P_Rice]

Have you tried forwarding as CID in the incoming call rule?

I don't see that in my incoming call DID rules.

 

[jed]

It seems that sometime last week our DID's stopped routing and all calls have been going to our receptionist. We're a low volume incoming call company, so it wasn't until I was in the office today and got complaints that certain DIDs were no longer ringing the correct ring groups or users; including my own.

I recreated two DID rules and have had the same results.

Also restarted services once.

On-Premise Linux, 18.0 (Build 312), Pro License

Please check the SIP Trunk, is this still allowing Inbound and Outbound calls? If not, please re-add the Checkmark.

 

[P_Rice]

You'll need to enable verbose logs, then make a test call and review the activity log. This should tell you what's happening and why.

But likely your provider is sending the DIDs in a different format.

Who is the provider? How is your trunk/did rules setup (screenshots help).

Hi,

The provider is WireTap Telecom. I've had the DIDs setup as both E.164 and as 10digit. I have a quick Verbose log dump, and it looks like my CID is coming in as e.164, and wiretap is referencing the DID number as 10digit. I can follow the logs to see where it's going, but not sure how to decipher why. I do see an alert-info line of Alert-Info: <http://www.notused.invalidtld>;info=external

I can post the log tomorrow at some point, but need time to scrub numbers and IP addresses.

Does any of this info help?

 

[P_Rice]

Please check the SIP Trunk, is this still allowing Inbound and Outbound calls? If not, please re-add the Checkmark.

View attachment 35096

Hi Jed,

I just confirmed both are and have been checked off. It's not that calls aren't coming thru, they are just not going where the rules point them.

 

[jed]

OK, just wanted to check, as we did have this unchecked on a SIP Trunk after an update for one customer.

For what it is worth, we add a * in front of all DID´s to ensure that we catch no-matter how the number comes in.

 

[P_Rice]

Hi Jed,

Thanks for the idea, I may try that in the future. As an update, this appears to be solved. I toggled "Call Source Identification" on/off. At that point any DIDs (2 I was testing with) in E.164 stopped working all together. After putting them back into 10digit, they were working fine again (after hours rules), so I will have to check the daytime rules tomorrow. But it seems that had I just had everything in 10digit (which is the orginal format) I would have solved it all by toggling Call Source ID.
Not sure why this happened, but small matter as we were still getting calls; just our 'receptionist' had to work a bit more the last few days on the phones. We've gone to mostly direct dials and IVRs, so that personnel role hasn't been a true receptionist for years.

Thank you all for the ideas and support!

 

[jed]

Happy to see it is solved

 

[SweetAction]

For what it is worth, we all a * in front of all DID´s to ensure that we catch no-matter how the number comes in.
View attachment 35097

We don't do the star anymore because of SMS, but this used to be how we did it.

 

[Cody Schilke]

Hi P_Rice. We're happy to hear that this is resolved. Please don't hesitate to contact us in the future at our helpdesk if you need any assistance. We're here to help!

Happy Tuesday!