Digital Receptionist doesn't respond to caller selections

[aharley]

My digital receptionist is no longer responding to the caller's selections. This causes a huge problem since the caller can't dial any extensions or make any selections. I have tried updating the phone system to the latest service pack, deleting the digital receptionist multiple times and uninstalling and reinstalling 3CX. None of these have resolved my issue. Any help would be greatly appreciated.

 

[leejor]

Re: Digital Receptionist doesn't respond to caller selection

It may have something to do with how you receive outside calls ,something must have changed for it to stop working all of a sudden. Do you use a PSTN Gateway, VoIP provider, ISDN Gateway???

If you call in to an extension (from outside), answer and have the caller press some digits, do you hear them? Are they just short bursts or do the last as long as the key is held down?

 

[aharley]

Re: Digital Receptionist doesn't respond to caller selection

Thanks for your response. I use Broadvoice as my VOIP provider. The key presses are short bursts no matter how long the key is pressed.

 

[leejor]

Re: Digital Receptionist doesn't respond to caller selection

I'm wondering if the Codec used, has, for some reason, changed. It is very odd that it would just stop working, for no reason.
A couple other things you can try, that have been suggested in the past....
IN the 3CX options for your provider
Provider Capabilities check"Support Re-Invite"
Other Options uncheck "PBX Delivers Audio"

 

[danhriscanu]

Re: Digital Receptionist doesn't respond to caller selection

Hi,

How do you make calls from your VoIP provider to your PBX? Can You register a 3CX Phone to your VoIP provider and try to make some calls to your IVR selecting one by one every method to send DTMF (RFC 2833, Inband and SIPINFO). Have you made any whireshark capture to see if the DTMF is reaching your PBX?

 

[mtheory3cx]

Re: Digital Receptionist doesn't respond to caller selection

I know that this is an old thread but I have the EXACT same issue. My 3CX was working fine until recently. I use NexVortex as a Voip provider for one DID and the inbound hits the IVR. I can make a call and hit the IVR but when prompted to make selections, it doesn't respond to it. Here is a log.

19:45:41.253 Currently active calls - 1: [7]
19:45:39.245 [CM503007]: Call(7): Device joined: sip:[email protected]:40600;rinstance=aaa8f428f4c31bbe
19:45:39.239 [CM503007]: Call(7): Device joined: sip[email protected]:5060
19:45:39.237 [MS210003] C:7.1:Answer provided. Connection(transcoding mode[unsecure]):192.168.11.86:9012(9013)
19:45:39.235 [MS210001] C:7.2:Answer received. RTP connection[unsecure]: 127.0.0.1:40622(40623)
19:45:39.233 Remote SDP is set for legC:7.2
19:45:39.230 [CM505001]: Ext.801: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX IVR;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX IVR] PBX contact: [sip:[email protected]:5060]
19:45:39.230 [CM503002]: Call(7): Alerting sip:[email protected]:40600;rinstance=aaa8f428f4c31bbe
19:45:39.025 [CM503025]: Call(7): Calling Ext:Ext.801@[Dev:sip:[email protected]:40600;rinstance=aaa8f428f4c31bbe]
19:45:39.023 [MS210002] C:7.2:Offer provided. Connection(transcoding mode): 127.0.0.1:7012(7013)
19:45:39.011 [CM503004]: Call(7): Route 1: Ext:Ext.801@[Dev:sip:[email protected]:40600;rinstance=aaa8f428f4c31bbe]
19:45:39.010 [CM503010]: Making route(s) to <sip:[email protected]:5060>
19:45:39.010 [MS210000] C:7.1:Offer received. RTP connection: 211.95.159.10:39640(39641)
19:45:39.008 Remote SDP is set for legC:7.1
19:45:39.008 [CM505003]: Provider:[NexVortex] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:[email protected]:23372]
19:45:38.997 [CM503001]: Call(7): Incoming call from 18189872883@(Ln.10000@NexVortex) to <sip:[email protected]:5060>
19:45:38.992 [MS101003] C:7.1: Possible firewall problem. Address mapping failed on STUN server 199.192.206.228:3478 for local address "173.243.148.98:9012"
19:45:38.992 [MS201000] Use STUN server 'stun.3cx.com:3478'
19:45:38.990 [MS101005] STUN request failed for ports 9012,9013 on STUN server 'stun3.3cx.com:3478'
19:45:38.863 [MS201000] Use STUN server 'stun3.3cx.com:3478'
19:45:38.841 [MS101005] STUN request failed for ports 9012,9013 on STUN server 'stun2.3cx.com:3478'
19:45:38.776 [MS201000] Use STUN server 'stun2.3cx.com:3478'
19:45:38.741 [MS101005] STUN request failed for ports 9012,9013 on STUN server 'stun.3cx.com:3478'
19:45:35.692 [CM503012]: Inbound out-of-office hours rule (unnamed) for 10000 forwards to DN:801
19:45:35.691 Looking for inbound target: called=13238675000; caller=13234567890
19:45:35.688 [CM500002]: Info on incoming INVITE:
INVITE sip:[email protected];transport=udp SIP/2.0
Via: SIP/2.0/UDP 66.23.129.253:5060;branch=z9hG4bK5e3c.49f766b.0
Via: SIP/2.0/UDP 211.95.159.10:5060;branch=z9hG4bK-18bdd4-5021d2cf-96c564b5-745d9adf
Max-Forwards: 16
Record-Route: <sip:[email protected]:5060;nat=yes;ftag=b9f5ed0-13c4-5021d2cf-96c564b5-fb7757e;lr=on>
Contact: <sip:[email protected]:5060;maddr=211.95.159.10;transport=udp;isup-oli=61>
To: <sip:[email protected]:5060>
From: "WIRELESS CALLER"<sip:[email protected]:5060;isup-oli=61>;tag=b9f5ed0-13c4-5021d2cf-96c564b5-fb7757e
Call-ID: CXC-91-7aa78b90-b9f5ed0-13c4-5021d2cf-9 ... .95.159.10
CSeq: 1 INVITE
P-Asserted-Identity: "WIRELESS CALLER" <sip:[email protected]:5060>
Content-Length: 0

Can anyone help?

 

[lneblett]

Re: Digital Receptionist doesn't respond to caller selection

Well first, it looks like we should fix the firewall issue that STUN is reporting. Make sure that you have the all the correct ports fowarded and run the firewall checker. If you have 3CX with a fixed IP, you may be able to turn STUN off; just be certain to state your fixed public IP in the settings, network area. DTMF tones are carried in the RTP packets and if the particulart ports as shown below are experiencing issues getting through the firewall, this may explain your problem. You need to eliminate the possibility of firewall issues, so make sure the checker passes with no errors.

You did not mention which version of 3CX is in use. The call is coming in and being connected to 801, which I am unable to tell if this is an IVR, but I will assume that it is, but it does not look like the log is complete as I do not see where the call terminated.

If you were to dial 801 from an internal extension, I am guessing that all seems to work well.

 

[leejor]

Re: Digital Receptionist doesn't respond to caller selection

19:45:39.237 [MS210003] C:7.1:Answer provided. Connection(transcoding mode[unsecure]):192.168.11.86:9012(9013)

What codecs are you and your provider using, not the same one?

 

[mtheory3cx]

Re: Digital Receptionist doesn't respond to caller selection

Thanks for the point in the right direction. I didn't do the firewall checker because I was confident it had passed before. But, I did it anyway and it led me to check my firewall which had been changed by someone else. Port forwarding was super messed up because of it. As for the codecs, it says the provider's preferred is G711u and G729 as a backup. It looks like my preferred is PCMU. I don't get G711u as a choice. But it's working fine now so I won't mess with it haha. Thanks again

 

[leejor]

Re: Digital Receptionist doesn't respond to caller selection

PCMU = G711u

 

[craigreilly]

Re: Digital Receptionist doesn't respond to caller selection

Strange - I was setting up a small office of 6 phones yesterday on a NexVortex circuit. At first, inbound calls were not able to do anything in the Digital Receptionist. Internal calls to the DR extension worked fine. Then we realized we were having some issues with the router we were using so changed it out to something else that I had working in a test lab.
Sure enough, DTMF is working fine.
So - that confirms OPs issue that the firewall can certainly affect tones.

 

[SY]

Re: Digital Receptionist doesn't respond to caller selection

Strange - I was setting up a small office of 6 phones yesterday on a NexVortex circuit. At first, inbound calls were not able to do anything in the Digital Receptionist. Internal calls to the DR extension worked fine. Then we realized we were having some issues with the router we were using so changed it out to something else that I had working in a test lab.
Sure enough, DTMF is working fine.
So - that confirms OPs issue that the firewall can certainly affect tones.

Craig,

Could you please send us ( to me directly or by opening support ticket) the wireshark captures for both routers where call works and doesn't work?
It is perfect opportunity to investigate this problem in details.

My e-mail is stepan at 3cx dot com

Thanks a lot for your information

 

[craigreilly]

Re: Digital Receptionist doesn't respond to caller selection

your wish is my command.