Dropped incoming calls on rule routing

[Harry Torres]

I keep seeing this in activity log:

11/15/2018 10:50:36 AM - [CM503003]: Call(C:38): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5080

I have a rule set to dial one ring group, then forward to another ring group if no answer, then forward to a digital receptionist if that is not answered...when it goes to the second ring group after 23 seconds of ringing is when the call drops...is there a limit, or anything else I should check?

Thanks.

EDIT: I also keep seeing this:

11/15/2018 11:06:03 AM - Exception: SipMessage::Exception Missing header Contact @ SipMessage.cxx:1393

Also, system is cloud hosted, with phones going through SBC.

 

[eddv123]

4xx response is a client error response. For example – the request cannot be fulfilled at this server.
More specifically the 487 means a CANCEL request terminated the call and the call ended.

Please describe your behavior in more detail however - when the call comes in all clients in ring group 1 call and the call fails over to ring group 2 ? or are you saying that no one rings, please advise.

 

[YiannisH_3CX]

Hello @Harry Torres

There is no set limit for the calls to drop in the 3CX Phone system so that should not be a problem. Start by checking the forwarding rules of the extensions that are part of the second ring group and see it any are forwarding the call to a mobile or similar.

 

[Harry Torres]

The second ring group was forwarding to an IVR. I got around the initial issue, by using a queue instead of a ring group on the first forward...so basically, call comes in, one ring group gets it, if no answer, a queue gets it, if no answer, an IVR gets it.

If calls are successful, is 487 errors something I should be concerned with?

 

[eddv123]

If calls are successful, is 487 errors something I should be concerned with?

Not really, especially if you are using a IVR to ring group or queue. In this scenario the other parties in the group may send these responses when the call goes through to a successful end-point:
https://www.3cx.com/community/threads/explain-multiple-487-request-terminated-invite-please.44660/

 

[Harry Torres]

Not really, especially if you are using a IVR to ring group or queue. In this scenario the other parties in the group may send these responses when the call goes through to a successful end-point:
https://www.3cx.com/community/threads/explain-multiple-487-request-terminated-invite-please.44660/

One thing I did notice, just now when I called (they are a customer of mine, some of their numbers were ported by surprise, was expecting these next week), is that when calling, it goes to a ring group, and the phones in that group gave out that 487 error, EXCEPT for the one who answered the call....as long as it works I guess I can let it go.

 

[Harry Torres]

But for some reason, when the call rules went from one ring group to another, on that second ring group, after the second ring it would drop. It was set to ring for 15 seconds then forward to IVR.

 

[YiannisH_3CX]

One thing I did notice, just now when I called (they are a customer of mine, some of their numbers were ported by surprise, was expecting these next week), is that when calling, it goes to a ring group, and the phones in that group gave out that 487 error, EXCEPT for the one who answered the call....as long as it works I guess I can let it go.

That is how Ring Groups work. When a call comes in an Invite is sent to all extensions that are part of that Ring Group. Once an extension picks up the call it will send a 200 OK message to the PBX. Then the PBX will send Cancel messages to all other extensions to tell them to stop ringing and the extensions will respond with 487 Request Cancelled.