Solved Extensions are not ringing / answering calls from external numbers

[gbrown100]

Hiya,

I had a working server, I backed it up, moved it to a new server and restored the config. i can make outbound calls, I can make calls between extensions but inbound calls get hung up as cancelled by the extension although they never ring. I have created a new extension, same behaviour, rebooted 3CX, same behaviour.

Any ideas what's causing this?

Sanitized log file excerpt below:

12/05/2020 5:19:46 PM - Failure from <sip:[email protected]>;tag=a5e667988e7740f0b0dda8c947bcd5c0 to "<MyMobileNo>:Graham Direct" <sip:<MyMobileNo>@127.0.0.1:5060;nf=e>;tag=bab95068
12/05/2020 5:19:46 PM - [CM503008]: Call(C:4): Call is terminated
12/05/2020 5:19:46 PM - Blocking refers for the Call(C:4)
12/05/2020 5:19:46 PM - Call(C:4) is terminated
12/05/2020 5:19:46 PM - ~Target=Ext:Ext.410
12/05/2020 5:19:46 PM - Leg L:4.1[Line:10000<<<MyMobileNo>] is terminated: Cause: CANCEL from <SIPTrunkIP>:5060
12/05/2020 5:19:46 PM - L:4.1[Line:10000<<<MyMobileNo>] got Terminated Recv Req CANCEL from <SIPTrunkIP>:5060 tid=191756123786592498399140 Call-ID=svVwPhwdCJYseG9liPmj35h6kH4qhfQw..@<SIPTrunkIP>:
CANCEL sip:<MyDDINumber>@<MyServerIP>:5060;rinstance=9562b65ab51597c6 SIP/2.0
Via: SIP/2.0/UDP <SIPTrunkIP>:5060;branch=z9hG4bK191756123786592498399140
Max-Forwards: 70
Contact: <sip:<SIPTrunkIP>:5060;transport=udp>
To: <sip:<MyDDINumber>@sipipgw.magrathea.net:5060>
From: <sip:<MyMobileNo>@<SIPTrunkIP>:5060>;tag=171956498399140
Call-ID: svVwPhwdCJYseG9liPmj35h6kH4qhfQw..@<SIPTrunkIP>
CSeq: 1 CANCEL
Content-Length: 0

12/05/2020 5:19:46 PM - Terminated from <sip:<MyMobileNo>@<SIPTrunkIP>:5060>;tag=171956498399140 to <sip:<MyDDINumber>@sipipgw.magrathea.net:5060>;tag=7a45d27b; reason: RemoteCancel
12/05/2020 5:19:46 PM - L:4.1[Line:10000<<<MyMobileNo>] Sending: OnSendResp Send 487/INVITE from 0.0.0.0:0 tid=191756123786592498399140 Call-ID=svVwPhwdCJYseG9liPmj35h6kH4qhfQw..@<SIPTrunkIP>:
SIP/2.0 487 Request Terminated
Via: SIP/2.0/UDP <SIPTrunkIP>:5060;branch=z9hG4bK191756123786592498399140
To: <sip:<MyDDINumber>@sipipgw.magrathea.net:5060>;tag=7a45d27b
From: <sip:<MyMobileNo>@<SIPTrunkIP>:5060>;tag=171956498399140
Call-ID: svVwPhwdCJYseG9liPmj35h6kH4qhfQw..@<SIPTrunkIP>
CSeq: 1 INVITE
Content-Length: 0

12/05/2020 5:19:46 PM - SendMsg from <sip:<MyDDINumber>@sipipgw.magrathea.net:5060>;tag=7a45d27b to <sip:<MyMobileNo>@<SIPTrunkIP>:5060>;tag=171956498399140
12/05/2020 5:19:46 PM - L:4.1[Line:10000<<<MyMobileNo>] Sending: OnSendResp Send 200/CANCEL from 0.0.0.0:0 tid=191756123786592498399140 Call-ID=svVwPhwdCJYseG9liPmj35h6kH4qhfQw..@<SIPTrunkIP>:
SIP/2.0 200 OK
Via: SIP/2.0/UDP <SIPTrunkIP>:5060;branch=z9hG4bK191756123786592498399140
Contact: <sip:<MyDDINumber>@<MyServerIP>:5060>
To: <sip:<MyDDINumber>@sipipgw.magrathea.net:5060>;tag=7a45d27b
From: <sip:<MyMobileNo>@<SIPTrunkIP>:5060>;tag=171956498399140
Call-ID: svVwPhwdCJYseG9liPmj35h6kH4qhfQw..@<SIPTrunkIP>
CSeq: 1 CANCEL
Content-Length: 0

12/05/2020 5:19:46 PM - SendMsg from <sip:<MyDDINumber>@sipipgw.magrathea.net:5060>;tag=7a45d27b to <sip:<MyMobileNo>@<SIPTrunkIP>:5060>;tag=171956498399140
12/05/2020 5:19:46 PM - L:4.1[Line:10000<<<MyMobileNo>] Sending: OnSendResp Send 180/INVITE from 0.0.0.0:0 tid=191756123786592498399140 Call-ID=svVwPhwdCJYseG9liPmj35h6kH4qhfQw..@<SIPTrunkIP>:
SIP/2.0 180 Ringing
Via: SIP/2.0/UDP <SIPTrunkIP>:5060;branch=z9hG4bK191756123786592498399140
Contact: <sip:<MyDDINumber>@<MyServerIP>:5060>
To: <sip:<MyDDINumber>@sipipgw.magrathea.net:5060>;tag=7a45d27b
From: <sip:<MyMobileNo>@<SIPTrunkIP>:5060>;tag=171956498399140
Call-ID: svVwPhwdCJYseG9liPmj35h6kH4qhfQw..@<SIPTrunkIP>
CSeq: 1 INVITE
Content-Length: 0

12/05/2020 5:19:46 PM - SendMsg from <sip:<MyDDINumber>@sipipgw.magrathea.net:5060>;tag=7a45d27b to <sip:<MyMobileNo>@<SIPTrunkIP>:5060>;tag=171956498399140
12/05/2020 5:19:46 PM - L:4.2[Extn:410] got Provisional Recv 180/INVITE from 127.0.0.1:5080 tid=04e3be575a888c10 Call-ID=8EVwqw9OA2Wt2axANv-EBw..:
SIP/2.0 180 Ringing
Via: SIP/2.0/UDP 127.0.0.1:5060;rport=5060;received=<MyServerIP>;branch=z9hG4bK-524287-1---04e3be575a888c10
Record-Route: <sip:[email protected]:5080;user=proxy;uri=clnt.1-75facb5f4f0f45b3a28ea4c5e1157ebd>
Contact: "Test User" <sip:[email protected]:5060;rinstance=1-75facb5f4f0f45b3a28ea4c5e1157ebd>
To: <sip:[email protected]>;tag=a5e667988e7740f0b0dda8c947bcd5c0
From: "<MyMobileNo>:Graham Direct" <sip:<MyMobileNo>@127.0.0.1:5060;nf=e>;tag=bab95068
Call-ID: 8EVwqw9OA2Wt2axANv-EBw..
CSeq: 1 INVITE
Allow: PRACK, INVITE, ACK, BYE, CANCEL, UPDATE, INFO, SUBSCRIBE, NOTIFY, REFER, MESSAGE, OPTIONS
Content-Length: 0

12/05/2020 5:19:46 PM - Provisional(180) from <sip:[email protected]>;tag=a5e667988e7740f0b0dda8c947bcd5c0 to "<MyMobileNo>:Graham Direct" <sip:<MyMobileNo>@127.0.0.1:5060;nf=e>;tag=bab95068
12/05/2020 5:19:46 PM - [CM505001]: Endpoint Extn:410: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CXPhone for Windows 16.3.0.179] PBX contact: [sip:[email protected]:5060]
12/05/2020 5:19:46 PM - [CM503002]: Call(C:4): Alerting Extn:410 by contact <sip:[email protected]:5060/UDP>
12/05/2020 5:19:46 PM - Answer from <sip:[email protected]>;tag=a5e667988e7740f0b0dda8c947bcd5c0 to "<MyMobileNo>:Graham Direct" <sip:<MyMobileNo>@127.0.0.1:5060;nf=e>;tag=bab95068
12/05/2020 5:19:45 PM - [CM503025]: Call(C:4): Calling T:Extn:410@[Dev:sip:[email protected]:5060;rinstance=1-75facb5f4f0f45b3a28ea4c5e1157ebd] for L:4.1[Line:10000<<<MyMobileNo>]
12/05/2020 5:19:45 PM - Route to L:4.2[Extn:410] sends Invite-OUT Send Req INVITE from 0.0.0.0:0 tid=04e3be575a888c10 Call-ID=8EVwqw9OA2Wt2axANv-EBw..:
INVITE sip:[email protected]:5060;rinstance=1-75facb5f4f0f45b3a28ea4c5e1157ebd SIP/2.0
Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---04e3be575a888c10;rport
Max-Forwards: 70
Route: <sip:[email protected]:5080;user=proxy;uri=clnt.1-75facb5f4f0f45b3a28ea4c5e1157ebd>
Contact: <sip:<MyMobileNo>@127.0.0.1:5060>
To: <sip:[email protected]>
From: "<MyMobileNo>:Graham Direct"<sip:<MyMobileNo>@127.0.0.1:5060;nf=e>;tag=bab95068
Call-ID: 8EVwqw9OA2Wt2axANv-EBw..
CSeq: 1 INVITE
Alert-Info: <http://www.notused.invalidtld>;info=external
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE, UPDATE
Content-Type: application/sdp
Supported: replaces, timer
Content-Length: 420

v=0
o=3cxPS 12631005617717248 7077013353398273 IN IP4 127.0.0.1
s=3cxPS Audio call
c=IN IP4 127.0.0.1
t=0 0
m=audio 7008 RTP/AVP 0 8 9 3 18 112 101
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:9 G722/8000
a=rtpmap:3 GSM/8000
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=rtpmap:112 opus/48000/2
a=fmtp:112 maxplaybackrate=16000;sprop-maxcapturerate=16000
a=rtpmap:101 telephone-event/8000
a=sendrecv
12/05/2020 5:19:45 PM - SLA is globally disabled
12/05/2020 5:19:45 PM - Added leg L:4.2[Extn:410]
12/05/2020 5:19:45 PM - [Flow] Call(C:4): making call from L:4.1[Line:10000<<<MyMobileNo>] to T:Extn:410@[Dev:sip:[email protected]:5060;rinstance=1-75facb5f4f0f45b3a28ea4c5e1157ebd]
12/05/2020 5:19:45 PM - [CM503027]: Call(C:4): From: Line:10000<<<MyMobileNo> ("<MyMobileNo>:Graham Direct" <sip:<MyMobileNo>@raystede.3cx.co.uk:5060>) to T:Extn:410@[Dev:sip:[email protected]:5060;rinstance=1-75facb5f4f0f45b3a28ea4c5e1157ebd]
12/05/2020 5:19:45 PM - [CM503004]: Call(C:4): Route 1: from L:4.1[Line:10000<<<MyMobileNo>] to T:Extn:410@[Dev:sip:[email protected]:5060;rinstance=1-75facb5f4f0f45b3a28ea4c5e1157ebd]
12/05/2020 5:19:45 PM - [Flow] Endpoint Extn:410 has no forwarding rule on reason 'All calls'
12/05/2020 5:19:45 PM - [Flow] No office hours set, office hours assumed
12/05/2020 5:19:45 PM - [Flow] Call(C:4): has built target endpoint: Extn:410 for call from L:4.1[Line:10000<<<MyMobileNo>]
12/05/2020 5:19:45 PM - [Flow] Target endpoint for 410 is Extn:410
12/05/2020 5:19:45 PM - [Flow] Building target endpoint to 410 from "<MyMobileNo>:Graham Direct" <sip:<MyMobileNo>@raystede.3cx.co.uk:5060>
12/05/2020 5:19:45 PM - [CM503010]: Call(C:4): Making route(s) from Line:10000<<<MyMobileNo> to <sip:[email protected]:5060/UDP>
12/05/2020 5:19:45 PM - Remote SDP is set for leg L:4.1[Line:10000<<<MyMobileNo>]
12/05/2020 5:19:45 PM - [CM505003]: Provider:[T4Com Ltd] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:AFFIRASL*Huyi0E$@<MyServerIP>:5060]
12/05/2020 5:19:45 PM - Inbound DID: '<MyDDINumber>'; Phonebook Name: ''

 

[leejor]

So Ext 410 is a 3CX soft phone? And it currently shows as registered? 3CX shows the IP as sip:410@127.0.0.1:5060 Do you use any SIP desk sets?

Perhaps you can provide some more information about your setup...

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[gbrown100]

Apologies leejor, I should know better was lazy posting!

This is 16.0.655 Pro license
Hosted in Azure (provisioned by PBXpress)
Firewall check just fine
Trunk provider is T4COM who are 3cx tested & approved
The extensions I have tested are 3CX client for Android, Web client in Chrome and Windows client
The problem persists in a different LAN on a different internet connection with a different router and on 4G
I don't have a physical SIP phone to test with here.

All phones show as logged in on the admin console, outbound calls are working and so are internal calls.

 

[leejor]

If internal calls are able to reach other extensions, and incoming external calls cannot, then that usually has something to do with (trunk) routing of the calls. Your issue almost sounds to be a network problem. I also find it odd the there does not appear to be a real IP, for the extension (only the Localhost), showing in the logs

 

[gbrown100]

Hmmmm, sure does except... A small detail that makes all the difference I didn't mention, I get a voicemail prompt immediately upon calling. I wonder, is it possible the old phone system is still running and picks up the call? This would appear to the Azure system as the trunk provider hanging up the call. The old system won't have any extensions attached so will go straight to voicemail! I'll see if I can get to the old system, it's a 3cx hosted instance.

 

[gbrown100]

And it's working. Thanks Leejor, it was the old phone system still connected to the trunk, answering and sending straight to voicemail. I asked to provider to kill off the firewall exceptions to the old IP address today and they didn't so the old system remained connected.

 

[leejor]

Glad you got it working. Didn't even think to ask if it was possible that the "old" install could still be working, as I assumed it had been removed.