Digital receptionist not working from some VOIP providers

[yellow1]

Hello,

I have a digital receptionist that when buttons are pressed connects to a queue.

This all works fine internally, i.e I call the digital receptionist from my extension and it works like a charm.

I then connected two different VOIP providers to connect to the digital receptionist in their inbound rules.

I tested it from one and it works fine, all happens as it did internally.

However the other provider, when set to connect to the digital receptionist, just rings and rings for a while, then hangs up. But when it is set to connect to an extension, the queue that the digital receptionist connects to or a ring group it works fine.

Here are the logs of a problem call:

16-Feb-2013 17:05:59.386 [CM503008]: Call(C:74): Call is terminated
16-Feb-2013 17:05:59.384 Leg L:74.1[Line:10000<<0044xxxxxxxxxxxx] is terminated: Cause: BYE from xxxxxxxxxxxx:5060
16-Feb-2013 17:05:56.265 Currently active calls - 1: [74]
16-Feb-2013 17:05:51.195 [CM503007]: Call(C:74): Ivr:850 has joined, contact <sip:[email protected]:40600>
16-Feb-2013 17:05:51.192 [CM503007]: Call(C:74): Line:10000<<0044xxxxxxxxxxxx has joined, contact <sip:0044xxxxxxxxxxxx@xxxxxxxxxxxx:5060>
16-Feb-2013 17:05:51.191 L:74.2[Ivr] has joined to L:74.1[Line:10000<<0044xxxxxxxxxxxx]
16-Feb-2013 17:05:51.039 [CM503025]: Call(C:74): Calling T:Ivr:850@[Dev:sip:[email protected]:40600;rinstance=6415dee5688038e4] for L:74.1[Line:10000<<0044xxxxxxxxxxxx]
16-Feb-2013 17:05:51.017 [CM503027]: Call(C:74): From: Line:10000<<0044xxxxxxxxxxxx ("0044xxxxxxxxxxxx" <sip:0044xxxxxxxxxxxx@xxxxxxxxxxxx:5060>) to T:Ivr:850@[Dev:sip:[email protected]:40600;rinstance=6415dee5688038e4]
16-Feb-2013 17:05:51.017 [CM503004]: Call(C:74): Route 1: from L:74.1[Line:10000<<0044xxxxxxxxxxxx] to T:Ivr:850@[Dev:sip:[email protected]:40600;rinstance=6415dee5688038e4]
16-Feb-2013 17:05:51.016 [CM505003]: Provider:[xxxxxxxxxxxx] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Cirpack/v4.42a (gw_sip)] PBX contact: [sip:0044xxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxxxxxxxxxx:5060]
16-Feb-2013 17:05:51.015 [CM503001]: Call(C:74): Incoming call from Line:10000<<0044xxxxxxxxxxxx to <sip:850@xxxxxxxxxxxx:5060>
16-Feb-2013 17:05:51.015 Line limit check: Current # of calls for line Lc:10000(@OVH[<sip:0044xxxxxxxxxxxx@xxxxxxxxxxxx:5060>]) is 1; limit is 1

And for a good call (from the other provider):

16-Feb-2013 17:06:39.397 Leg L:76.2[Ivr] is terminated: Cause: BYE from PBX
16-Feb-2013 17:06:39.397 [CM503008]: Call(C:76): Call is terminated
16-Feb-2013 17:06:39.394 Leg L:76.1[Line:10007<<44xxxxxxxxxx] is terminated: Cause: BYE from xxxxxxxxxxxx:5060
16-Feb-2013 17:06:34.856 [CM503007]: Call(C:76): Ivr:850 has joined, contact <sip:[email protected]:40600>
16-Feb-2013 17:06:34.854 [CM503007]: Call(C:76): Line:10007<<44xxxxxxxxxx has joined, contact <sip:xxxxxx@xxxxxxx:5060>
16-Feb-2013 17:06:34.852 L:76.2[Ivr] has joined to L:76.1[Line:10007<<44xxxxxxxxxxxxxxxx]
16-Feb-2013 17:06:34.701 [CM503025]: Call(C:76): Calling T:Ivr:850@[Dev:sip:[email protected]:40600;rinstance=6415dee5688038e4] for L:76.1[Line:10007<<44xxxxxxxxxxxx]
16-Feb-2013 17:06:34.676 [CM503027]: Call(C:76): From: Line:10007<<44xxxxxxxxx (<sip:44xxxxxxxxxx@xxxxxxxxx:5060>) to T:Ivr:850@[Dev:sip:[email protected]:40600;rinstance=6415dee5688038e4]
16-Feb-2013 17:06:34.676 [CM503004]: Call(C:76): Route 1: from L:76.1[Line:10007<<44xxxxxxxxxxxxxxxxxxxxxxx] to T:Ivr:850@[Dev:sip:[email protected]:40600;rinstance=6415dee5688038e4]
16-Feb-2013 17:06:34.676 [CM505003]: Provider:[US] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:xxxxxxxxxxx@xxxxxxxxxxxx:5060]
16-Feb-2013 17:06:34.675 [CM503001]: Call(C:76): Incoming call from Line:10007<<44xxxxxxxx to <sip:850@xxxxxxxxxxxx:5060>
16-Feb-2013 17:06:34.675 Line limit check: Current # of calls for line Lc:10007(@xx[<sip:xxxxxxxxxxx@xxxxxxxxxxx:5060>]) is 1; limit is 3

I can't fathom this problem, and any help or advice you may have would be gratefully received.

Mark.

 

[leejor]

Re: Digital receptionist not working from some VOIP provider

the other provider, when set to connect to the digital receptionist, just rings and rings for a while, then hangs up.

So the caller hears nothing other than ringing?

16-Feb-2013 17:05:59.386 [CM503008]: Call(C:74): Call is terminated
16-Feb-2013 17:05:59.384 Leg L:74.1[Line:10000<<0044xxxxxxxxxxxx] is terminated: Cause: BYE from xxxxxxxxxxxx:5060

This is the reason for the call terminating, whatever IP was X'd out. Is that an external IP?

 

[yellow1]

Re: Digital receptionist not working from some VOIP provider

Hi,

Thanks for the reply, yeah it is just ringing, like you would hear if someone's phone is being connected but they haven't picked up yet.

That IP is the IP of the VOIP provider, when I have hung up on my mobile (being used to test) after just hearing ringing.

I think when I leave it, the PBX times out after say 30 secs, but I can try it again and see what the logs say.

Thanks for your help,
Mark.

 

[leejor]

Re: Digital receptionist not working from some VOIP provider

The time-out, and Bye, from the provider, may be because they do not receive a response from their Invite, and assume that the call did not go through.

This might be due to a setting, or it could be a hardware (firewall/router) issue, but given other calls seem to be working properly, I'd firstly suspect the former.

You could try setting the 3CX logging level to Verbose, and again compare a working and non working call, there may be more information in there, to pinpoint the difference in behaviour.

You might also try using Wireshark, that would allow you to see exactly what is happening with the SIP messaging, and , again, compare a working and non-working call.

 

[yellow1]

Re: Digital receptionist not working from some VOIP provider

Thanks for the suggestion, I shall try vebose logging. Being a partner I have 3CX support so I shall see what they say.

Don't think it is a firewall issue as the server is directly connected to the public internet, the only firewall is the Windows one.

I think the BYE is from when I hang up though, after not getting anything.

Mark.

 

[yellow1]

Re: Digital receptionist not working from some VOIP provider

Ok, I have tried verbose, I think I have found where the error is, but on playing with the advanced SIP settings, it still doesn't appear to be working. If anyone knows how to change the 'Contact IP' so that the not equal error doesn't appear, I would be very grateful.

Bad call:

17-Feb-2013 19:08:02.268   Leg L:1.1[Line:10000<<0044xxxxxxxxxxxxx] is terminated: Cause: BYE from PBX
17-Feb-2013 19:08:02.268   [CM503008]: Call(C:1): Call is terminated
17-Feb-2013 19:08:02.266   Leg L:1.2[Ivr] is terminated: Cause: BYE from 127.0.0.1:40600
17-Feb-2013 19:07:47.811   Currently active calls - 1: [1]
17-Feb-2013 19:07:17.775   Currently active calls - 1: [1]
17-Feb-2013 19:06:47.693   Currently active calls - 1: [1]
17-Feb-2013 19:06:44.941   [CM503007]: Call(C:1): Ivr:850 has joined, contact <sip:[email protected]:40600>
17-Feb-2013 19:06:44.938   [CM503007]: Call(C:1): Line:10000<<0044xxxxxxxxxxxxx has joined, contact <sip:0044xxxxxxxxxxxxx@xxxxxxxxxxxxx:5060>
17-Feb-2013 19:06:44.936   L:1.2[Ivr] has joined to L:1.1[Line:10000<<0044xxxxxxxxxxxxx]
17-Feb-2013 19:06:44.936   NAT/ALG check:L:1.2[Ivr] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
17-Feb-2013 19:06:44.789   [CM503025]: Call(C:1): Calling T:Ivr:850@[Dev:sip:[email protected]:40600;rinstance=3215d2083be0417e] for L:1.1[Line:10000<<0044xxxxxxxxxxxxx]
17-Feb-2013 19:06:44.741   [CM503027]: Call(C:1): From: Line:10000<<0044xxxxxxxxxxxxxxxxxx ("0044xxxxxxxxxxxxx" <sip:0044xxxxxxxxxxxxx@xxxxxxxxxxxxx>)  to  T:Ivr:850@[Dev:sip:[email protected]:40600;rinstance=3215d2083be0417e]
17-Feb-2013 19:06:44.741   [CM503004]: Call(C:1): Route 1: from L:1.1[Line:10000<<0044xxxxxxxxxxxxx] to T:Ivr:850@[Dev:sip:[email protected]:40600;rinstance=3215d2083be0417e]
17-Feb-2013 19:06:44.741   [CM505003]: Provider:[OVH] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Cirpack/v4.42a (gw_sip)] PBX contact: [sip:0044xxxxxxxxxxxxx@xxxxxxxxxxxxx:5060]
17-Feb-2013 19:06:44.740   [CM503001]: Call(C:1): Incoming call from Line:10000<<0044xxxxxxxxxxxxx to <sip:850@xxxxxxxxxxxxx:5060>
17-Feb-2013 19:06:44.739   Line limit check: Current # of calls for line Lc:10000(@OVH[<sip:0044xxxxxxxxxxxxx@xxxxxxxxxxxxx:5060>]) is 1; limit is 1
17-Feb-2013 19:06:44.739   NAT/ALG check:L:1.1[Line:10000<<0044xxxxxxxxxxxxx] REQUEST 'INVITE' - some of SIP/SDP headers may contain inconsistent information or modified by intermediate hop
   SIP contact header is not equal to the SIP packet source(IP:port):
      Contact address:yyyyyyyyyyyyyyy:5060
      Received from :xxxxxxxxxxxxx:5060
   Media session IP ('c=' attribute) is not equal to the IP specified in contact header:
      Media session IP:xxxxxxxxxxxxx
      Contact IP:yyyyyyyyyyyy
   Media session IP ('c=' attribute) is not equal to the SIP packet source(IP:port):
      Media session IP: xxxxxxxxxxxxx
      Received from: xxxxxxxxxxxxx
17-Feb-2013 19:06:44.533   [CM503012]: Inbound office hours rule (unnamed) for 10000 forwards to DN:850

Good call:

17-Feb-2013 19:09:11.708   Leg L:2.4[VMail] is terminated: Cause: BYE from PBX
17-Feb-2013 19:09:11.708   [CM503008]: Call(C:2): Call is terminated
17-Feb-2013 19:09:11.706   Leg L:2.1[Line:10007<<44xxxxxxxxxxxxx] is terminated: Cause: BYE from xxxxxxxxxxxxx:5060
17-Feb-2013 19:09:02.075   Leg L:2.3[Queue] is terminated: Cause: BYE from 127.0.0.1:5488
17-Feb-2013 19:09:01.861   [CM503007]: Call(C:2): VMail:203 has joined, contact <sip:[email protected]:40600>
17-Feb-2013 19:09:01.857   L:2.4[VMail] has joined to L:2.1[Line:10007<<44xxxxxxxxxxxxx]
17-Feb-2013 19:09:01.857   NAT/ALG check:L:2.4[VMail] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
17-Feb-2013 19:09:01.706   [CM503025]: Call(C:2): Calling T:VMail:203@[Dev:sip:[email protected]:40600;rinstance=1cb72bf9da0b0de7] for L:2.1[Line:10007<<44xxxxxxxxxxxxx]
17-Feb-2013 19:09:01.653   [CM503027]: Call(C:2): From: Line:10007<<44xxxxxxxxxxxxxxxxxx (<sip:44xxxxxxxxxxxxx@xxxxxxxxxxxxx:5060>)  to  T:VMail:203@[Dev:sip:[email protected]:40600;rinstance=1cb72bf9da0b0de7]
17-Feb-2013 19:09:01.653   [CM503004]: Call(C:2): Route 1: from L:2.1[Line:10007<<44xxxxxxxxxxxxx] to T:VMail:203@[Dev:sip:[email protected]:40600;rinstance=1cb72bf9da0b0de7]
17-Feb-2013 19:09:01.653   [CM505003]: Provider:[US] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:xxxxxxxxxxx@xxxxxxxxxxxx:5060]
17-Feb-2013 19:09:01.447   NAT/ALG check:L:2.3[Queue] REQUEST 'INVITE' - basic check passed. No information for extended checks
17-Feb-2013 19:09:00.211   Leg L:2.2[Ivr] is terminated: Cause: BYE from 127.0.0.1:40600
17-Feb-2013 19:08:59.920   [CM503007]: Call(C:2): Queue:900 has joined, contact <sip:[email protected]:5488>
17-Feb-2013 19:08:59.917   L:2.3[Queue] has joined to L:2.1[Line:10007<<44xxxxxxxxxxxxx]
17-Feb-2013 19:08:59.917   NAT/ALG check:L:2.3[Queue] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
17-Feb-2013 19:08:59.584   [CM503025]: Call(C:2): Calling T:Queue:900@[Dev:sip:[email protected]:5488] for L:2.1[Line:10007<<44xxxxxxxxxxxxx]
17-Feb-2013 19:08:59.580   [CM503027]: Call(C:2): From: Line:10007<<44xxxxxxxxxxxxx (<sip:44xxxxxxxxxxxxx@xxxxxxxxxxxxx:5060>)  to  T:Queue:900@[Dev:sip:[email protected]:5488]
17-Feb-2013 19:08:59.580   [CM503004]: Call(C:2): Route 1: from L:2.1[Line:10007<<44xxxxxxxxxxxxx] to T:Queue:900@[Dev:sip:[email protected]:5488]
17-Feb-2013 19:08:59.580   [CM505003]: Provider:[US] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:xxxxxxxxxxxxx@xxxxxxxxxxxxx:5060]
17-Feb-2013 19:08:59.372   NAT/ALG check:L:2.2[Ivr] REQUEST 'INVITE' - basic check passed. No information for extended checks
17-Feb-2013 19:08:48.125   Currently active calls - 1: [2]
17-Feb-2013 19:08:46.651   [CM503007]: Call(C:2): Ivr:850 has joined, contact <sip:[email protected]:40600>
17-Feb-2013 19:08:46.650   [CM503007]: Call(C:2): Line:10007<<44xxxxxxxxxxxxx has joined, contact <sip:xxxxxxxxxxxxx@xxxxxxxxxxxxx:5060>
17-Feb-2013 19:08:46.645   L:2.2[Ivr] has joined to L:2.1[Line:10007<<44xxxxxxxxxxxxx]
17-Feb-2013 19:08:46.645   NAT/ALG check:L:2.2[Ivr] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
17-Feb-2013 19:08:46.435   [CM503025]: Call(C:2): Calling T:Ivr:850@[Dev:sip:[email protected]:40600;rinstance=3215d2083be0417e] for L:2.1[Line:10007<<44xxxxxxxxxxxxx]
17-Feb-2013 19:08:46.394   [CM503027]: Call(C:2): From: Line:10007<<44xxxxxxxxxxxxxxxxxxx (<sip:44xxxxxxxxxxxxx@xxxxxxxxxxxxx:5060>)  to  T:Ivr:850@[Dev:sip:[email protected]:40600;rinstance=3215d2083be0417e]
17-Feb-2013 19:08:46.394   [CM503004]: Call(C:2): Route 1: from L:2.1[Line:10007<<44xxxxxxxxxxxxx] to T:Ivr:850@[Dev:sip:[email protected]:40600;rinstance=3215d2083be0417e]
17-Feb-2013 19:08:46.394   [CM505003]: Provider:[US] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:xxxxxxxxxxxxx@xxxxxxxxxxxxx:5060]
17-Feb-2013 19:08:46.393   [CM503001]: Call(C:2): Incoming call from Line:10007<<44xxxxxxxxxxxxxxxxx to <sip:850@xxxxxxxxxxxxxxx:5060>
17-Feb-2013 19:08:46.392   Line limit check: Current # of calls for line Lc:10007(@US[<sip:xxxxxxxxxxxxx@xxxxxxxxxxxxx:5060>]) is 1; limit is 3
17-Feb-2013 19:08:46.392   NAT/ALG check:L:2.1[Line:10007<<44xxxxxxxxxxxxx] REQUEST 'INVITE' - basic check passed. No information for extended checks
17-Feb-2013 19:08:46.259   [CM503012]: Inbound office hours rule (unnamed) for 10007 forwards to DN:850

Thanks,
Mark.

 

[leejor]

Re: Digital receptionist not working from some VOIP provider

17-Feb-2013 19:06:44.739 NAT/ALG check:L:1.1[Line:10000<<0044xxxxxxxxxxxxx] REQUEST 'INVITE' - some of SIP/SDP headers may contain inconsistent information or modified by intermediate hop
SIP contact header is not equal to the SIP packet source(IPort):
Contact address:yyyyyyyyyyyyyyy:5060
Received from :xxxxxxxxxxxxx:5060
Media session IP ('c=' attribute) is not equal to the IP specified in contact header:
Media session IP:xxxxxxxxxxxxx
Contact IP:yyyyyyyyyyyy

So 3CX may be replying to the wrong IP. Since you've X'd out all of the IP's (If they both belong to your provider then it isn't a security concern, as they could be determined by anyone. Unless, you don't want anyone knowing what provider you are using). You'll have to track down who each IP belongs to, and how the "other" one is being introduced. What sort or router/firewall are you using, does the second IP relate to something in there?

If you go to the 3CX trunk, you have created for this provider, you can modify the Inbound Parameters, the contact and Request Line URI.

 

[yellow1]

Re: Digital receptionist not working from some VOIP provider

The firewall is just windows firewall, the PBX is connected directly to the public network with a static ipv4 address.

Here is that section again without the IPs taken out:

SIP contact header is not equal to the SIP packet source(IPort):
Contact address:10.7.1.49:5060
Received from :91.121.129.20:5060
Media session IP ('c=' attribute) is not equal to the IP specified in contact header:
Media session IP:91.121.129.34
Contact IP:10.7.1.49
Media session IP ('c=' attribute) is not equal to the SIP packet source(IPort):
Media session IP: 91.121.129.34
Received from: 91.121.129.20

I tried changing the contact request parameters, but I shall test it again.

Thanks for all your help,
Mark.

 

[leejor]

Re: Digital receptionist not working from some VOIP provider

10.7.1.49 is a private IP. Is that one in use at your location? If so, what, on your network, would be "introducing" it?

 

[yellow1]

Re: Digital receptionist not working from some VOIP provider

No, shouldn't be there at all, no local subnet. Is that IP coming from the VOIP provider?

On all the Incoming settings of the provider, there is no 'custom field' setting and none of the options seem to make a difference.

It is strange that connecting it straight to the queue works, but not the digital receptionist.

Anyway, I shall try wireshark tomorrow, see what I can get from it.

Thanks again,
Mark.