Do not receive the call from Hotline and have an issue with calling out

[huynhdat2022]

My PBX connected with a hotline number, but when I call this hotline, PBX don't receive any info from this call. I call another number phone by using 3cx app, have a call to this number phone but when I accept the call, 3cx app is still in calling mode
Can someone help me solve this issue. Thanks you so much

 

[YiannisH_3CX]

Hi @huynhdat2022

When you say the PBX does not receive any info from this call do you mean the call is not reaching the PBX or you do not see information about caller ID and caller number?
Who is your provider? Is it IP based or authentication based? What PBX version are you using? Does your PBX pass the firewall checker test?

 

[huynhdat2022]

Thanks for reply.
The call is not reach the PBX, I do not see any log of this call
I just use free licsence, it is mode "do not require IP based"
I use V18 version, passed all test firewall.
I think this is the problem of the siptrunk provider, but they told me that their system is normal. So now I dont know how to fix this issue

 

[YiannisH_3CX]

If the call does not hit the PBX and its not visible in the call log or the activity log then there is nothing you can do from the 3CX side. 3CX might need adjusting but only after the call reaches the PBX so for now my only advice is to speak with your provider and ensure that they are sending the call to the correct IP.

 

[huynhdat2022]

Ok. Will communicate with provider. Thanks for your support