Error CM505002 unable to make external calls from desk phones

[Joe Schmitz]

3CX version: v12.0


Error: [CM505002]: Gateway:[ProvidenceVoipGateway] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Grandstream GXW4108 (HW 2.0, Ch:11) 1.3.4.13] PBX contact: [sip:[email protected]:5060]


VOIP Gateway device: GXW4108


Main issue: After Verizon had come to our office to upgrade our lines from copper to fiber optic, we've been unable to dial any outside lines. As far as I understand, the Verizon techs only had touched the lines from the Verizon cable modem to the outside. Nothing from the cable modem to our network equipment was touched in anyway.


At first we couldn't dial any 7 or 10 digit numbers at all. We were getting temporary unavailable error message. 3 digit dialing worked ffine extension to extenstion. I checked the webpage of the 3cx server and found all 7 gateway trunks in the Ports/Trucks status page were red. I had my onsite person check and he found a loose DC power cable. After he plugged it back in, shortly thereafter, they call showed up green. Now were getting either "call cannot be completed as dialed” or busy signal. My onsite person stated when he tried to dial his cell number he got the Rhode Island traffic information line.



I've rebooted the 3cx phone server and had my onsite person reboot the GWX device. Still we're unsuccessful in getting any 7 or 10 digit calls to work. I can still connect to the Grandstream device, the phone server, and the desk phone fine. I'm concerned there's maybe a phone cable misplaced.


I can post the verbose logs if anyone would like to look at them.

 

[Joe Schmitz]

Is the GXW4108 on the same LAN as the 3CX server?

Yes. Same subnet too.

It seems as if the gateway isn't placing the call. I'm familiar with the GXW41xx and set up many on 3CX. Somewhere in the web interface is a test you can run on the lines which finds the impedance and voltage and updates the gateway's settings. Right now I can't remember where it is but if you check the grandstream website there's a pdf there which describes how to set up a GXW41xx with 3CX

I found the test page here: http://10.0.6.21/test_fxo.htm. I'll look for the PDF on Grandstream's website. Thanks!

 

[Joe Schmitz]

OK here's the PDF
http://www.grandstream.com/sites/default/files/Resources/gxw410x_interop_3cx.pdf
The screenshots are based on an old firmware version so make sure you have upgraded to the latest stable FW..1.4.1.5 but the settings are the same.
I'm in the UK and we have real issues with impedance and voltage on lines depending on line length, joints (and corrosion) and whether ADSL is enabled.
The GXW41xx works well with 3CX so there shouldn't be an issue if its set up well

Thanks trifif for finding it so quickly! I'll look it over and report back on results.

 

[leejor]

I'm really not certain why anything else (with the possible exception of the digits being sent) would need to change if calls were going through properly when you were on copper. The change was made on the "outside", FXO jacks, on the gateway, so the trunk settings, in 3CX relating to the gateway should not have to be changed. Playing around with those may create more issues.

If the gateway has a Syslog server, i would install something like Kiwi Syslog (the free trial)...

https://www.kiwisyslog.com/kiwi-syslog-server/registration?program=876&campaign=70150000000Es8J

...and see what is going on within the gateway.

I would still check the voltage on the lines....

 

[Joe Schmitz]

I'm really not certain why anything else (with the possible exception of the digits being sent) would need to change if calls were going through properly when you were on copper. The change was made on the "outside", FXO jacks, on the gateway, so the trunk settings, in 3CX relating to the gateway should not have to be changed. Playing around with those may create more issues.

If the gateway has a Syslog server, i would install something like Kiwi Syslog (the free trial)...

https://www.kiwisyslog.com/kiwi-syslog-server/registration?program=876&campaign=70150000000Es8J

...and see what is going on within the gateway.

I would still check the voltage on the lines....

I agree! I didn't even get access to the config page until after the fact!

 

[Joe Schmitz]

One question that I did have is how do I get the FXO test results? I have Kiwi syslog installed but I'm not sure what the syslog level I should be setting it at.

Thank you.

 

[leejor]

From the previous post (PDF document showing various pages of the gateway), the Syslog option is a drop down menu. Since it won't be used for a long period of time, (presumably for one or two test calls), you can set it as high as it will go. This may provide much more detail that is necessary, but the more information, the better.

See page 25, about checking the Status of each FXO line...

http://www.grandstream.com/sites/default/files/Resources/gxw410x_usermanual_english.pdf