Solved EXT A cannot call EXT B but everyone else can

[Alphabetic]

Hi Guys,

trying to troubleshoot an issue I have with 1 user not being able to call another.

When EXT A calls EXT B they go to VM.

EXT A can call all other phones.

EXT B can call EXT A

I've checked activity logs and It says "L:434.1[Extn:xx8] failed to reach Extn:xx0, reason Busy " and "L:434.1[Extn:xx8] forwards call from Extn:200 to VMail:550 based on rule Fwd[Available/Busy]"

I've checked call forwarding on EXT B from MGMT and 3CX client but cant find anything.

Can anyone offer any advice?

 

[leejor]

Are these extensions all on the local (same) LAN?

 

[Alphabetic]

Yes all on same LAN, PBX is local too.

wireshark shows call state REJECTED and phone says it's busy.

i've rebooted the phone and PBX.

 

[leejor]

Did this just start, or has it been this way from day one? Could this be a caller ID or forwarding issue? Have you tried creating extension A on another device (Android App?), to see if it is the physical device, or the extension number, that is the issue.

 

[Alphabetic]

I set up EXT A on my Android app and i get the same thing.

this was fine up until it came to light today

 

[cobaltit]

Sounds like a forwarding exception on Ext B

 

[leejor]

So it may have been this way for a while then. You may have to make use of Wireshark to see if the busy condition is coming from the set, or it is 3CX seeing the extension as busy.
I take it there are no call forward rules, sending calls back to Ext A, or something like that.

 

[Alphabetic]

Nah I’ve looked at the forwarding exceptions client side and pbx there’s nothing there and Wireshark on the handset doesn’t show the call and 3CX is showing the voip call as “rejected” busy here

 

[leejor]

So the call never reaches the set itself. What does the registration look like in the Activity log if you power down ext B, then power back up? Anything look out of the ordinary? Almost like a status issue where the PBX see it as DND, yet other sets are able to get through.. Perhaps it is some sort of status issue that requires a restart/re-boot of the PBX, after hours. (if you have not yet tried that)

 

[Alphabetic]

I tried rebooting the phone, reprovisioning it, changing the status of the ext. Reboot hasn’t fixed it either

 

[Alphabetic]

Looking at the bin log viewer I get:

503 remote end of tunnel is not connected

Warning 399 <pbxname> remote end of the bridge is not connected

Call to ext b failed because remote end of tunnel......

 

[Alphabetic]

This could be a red herring with me trying from 3CX app from home ringing a to b.

 

[leejor]

Are you actually using the Tunnel, or Bridge trunks on your installation? Could there be routing over a Bridge trunk? If the sets involved in this scenario are all local to the PBX, then those logs probably would not apply to this. It may however indicate another issue, to investigate,.
You don't have outbound rules that could conflict with extension numbers?

 

[Alphabetic]

No they’re all on LAN

It’s me using the tunnel to test dialling ext a to b.

That ext is giving a busy here to ext a. Don’t fancy deleting and recreating it just yet as id rather find the cause. Might have to log a ticket with support

 

[JohnS_3CX]

What phones are involved? B may have inadvertently blacklisted A on their deskphone.

Check B's deskphone. If need be, disconnect it completely and register B on a client. They should receive the call

 

[Alphabetic]

Thanks @JohnS_3CX

EXT B had infact blacklisted EXT A. Just found it in the GUI.

Anyone on a Fanvil it's under the phones GUI at Phonebook > Call List > Retricted Incoming Calls

 

[JohnS_3CX]

On some models it's easy to blacklist someone by mistake. Glad it was resolved

 

[Alphabetic]

they barely know how to transfer calls! Im surprised they managed that!