Extensions not receiving call queues inbound calls

[ComputerMechanic]

Hi all,

The problem has occurred since the v16 release.

Extensions, "at random", are unable to receive calls sent to only call queue. When this occurs it may be one or more extensions that are affected. Not always the same extensions.

All extension are logged into the queue and status is set as available.

The work around solution has been to remove the affected extensions from the call queue, save, then add the extensions again to the queue.

3CX version 16.0.1581

All extension phones are Yealink T46G and one Yealink W60B DECT.

Any thoughts?

 

[Aaron Falzon]

Is the server onsite and or is there a SBC onsite?
Also do calls come in from multiple SIP trunks?

Cheers,


Aaron

 

[ComputerMechanic]

Hi Aaron,

PBX is hosted on Azure. Phones connected via STUN.

There are 2 SIP trunks, all with the same SIP Provider. Second SIP trunk rarely receives calls.

 

[Aaron Falzon]

How many extensions on the site?
I am thinking you have a firewall issue, an SBC could resolve this however, if not may extensions might not be worth it.

 

[Aaron Falzon]

Sorry i meant if there are not many extensions on the site then it might not be worth putting in a SBC

 

[leejor]

Have you checked the Activity Log to see if a call attempt is being made to these extensions? That should show if the PBX sees the set as not being available to the queue, or the set is not reachable..

 

[ComputerMechanic]

Sorry i meant if there are not many extensions on the site then it might not be worth putting in a SBC

There are 6 extensions onsite.
All extensions at some point will not be available to the call queue.
I will now set up the SBC as a test.

 

[ComputerMechanic]

Have you checked the Activity Log to see if a call attempt is being made to these extensions? That should show if the PBX sees the set as not being available to the queue, or the set is not reachable..

I haven't checked this log.
The strange thing is just now the client contacted me, as has happened before, that his extension rings on the initial inbound call (this is how they wanted to setup the call flow - inbound calls go to reception, if unanswered within 10 secs they go to the call queue and ring all extensions) but if he doesn't answer the call and it goes into the call queue it will not ring his extension.

So it seems the PBX does detect the extensions, just at random times extensions become unavailable to the call queue.

It happens so intermittently that its hard to trace when it does. I'll look into the logs again.

 

[ComputerMechanic]

Have you checked the Activity Log to see if a call attempt is being made to these extensions? That should show if the PBX sees the set as not being available to the queue, or the set is not reachable..

These are the activity log recording at around the time I was notified the extension wasn't receiving calls from the queue. Is this what I am looking for?

[CM503003]: Call(C:153): Call to <sip:[email protected]:5060> has failed; Cause: 480 Temporarily not available/INVITE from 203.122.225.184:5070

[CM503003]: Call(C:153): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from xxx.xxx.xxx.xxx:5066

Call to T:Extn:01@[Dev:sip:[email protected]:5060;rinstance=1-eaa4137b95f44a47ab032a5319a7af81,Dev:sip:[email protected]:5070,Dev:sip:[email protected]:5066] from L:153.1[Line:10000<<61xxxxxxxxx] failed, cause: Cause: 480 Temporarily not available/INVITE from xxx.xxx.xxx.xxx:5070

Thanks all for the assistance thus far.

 

[leejor]

Hard to tell if that extension shows on multiple sets.

(this is how they wanted to setup the call flow - inbound calls go to reception, if unanswered within 10 secs they go to the call queue and ring all extensions) but if he doesn't answer the call and it goes into the call queue it will not ring his extension.

From this description, it sounds as if you want/have the calls to go to a ring group, and not a queue, as you talk about "ring all extensions". What may be happening is that he has answered his phone, too late to take the initial call, and the set is then seen as unavailable/busy when the call moves on to the ring group. Calls to ring groups do not re-poll sets that are off hook when the call first comes in, so they will not ring.

 

[ComputerMechanic]

The extensions are all part of the call queue. But as there is normally only one reception staff they wanted the setup to call his extension first. So the setup is: inbound calls are answered by IVR. Then they ring his extension. If unanswered after 10 secs, the calls get sent to the call queue.

The only work around is to delete the affected agents from the call queue and the re-add them. But the problem of random extensions not receiving calls from the queue occurs every 2 days.

 

[ComputerMechanic]

These are the Activity Logs from one inbound call this morning.

Only 2 extensions were ringing from the call queue. Four extensions were not. Here's a snippet of one of the extensions that did not ring:

05/16/2019 8:31:13 AM - Leg L:200.11[Extn:02] is terminated: Cause: 480 Temporarily not available/INVITE from xxx.xxx.xxx.xxx:5070

05/16/2019 8:31:13 AM - L:200.11[Extn:02] got Terminated Recv 480/INVITE from 203.122.225.184:5070 tid=bed01750b7a2d91b Call-ID=6Fx55v568WMId7O8BPRCow..: SIP/2.0 480 Temporarily not available Via: SIP/2.0/UDP 172.26.1.150:5060;branch=z9hG4bK-524287-1---bed01750b7a2d91b;rport=5060 To: <sip:[email protected]>;tag=1685063266 From: "Sales Q:61411357262 Default Inbound" <sip:[email protected]:5060;nf=q>;tag=97a9827e Call-ID: 6Fx55v568WMId7O8BPRCow.. CSeq: 1 INVITE Allow: INVITE, INFO, PRACK, ACK, BYE, CANCEL, OPTIONS, NOTIFY, REGISTER, SUBSCRIBE, REFER, PUBLISH, UPDATE, MESSAGE User-Agent: Yealink W60B 77.83.0.20 805ec032954c Allow-Events: talk, hold, conference, refer, check-sync Content-Length: 0

05/16/2019 8:31:13 AM - Terminated from <sip:[email protected]>;tag=1685063266 to "Sales Q:61x Default Inbound" <sip:[email protected]:5060;nf=q>;tag=97a9827e; reason: Error

05/16/2019 8:31:13 AM - RTL:200.6[Queue:87] re-routing target '87.defa4f1a23374d4abeadc52011ff3ff7' to Extn:02 is terminated

05/16/2019 8:31:13 AM - RTL:200.12[Extn:02] canceling call to Extn:02 with CancelSubroute Send Req CANCEL from 0.0.0.0:0 tid=95dcd748316b8f5b Call-ID=DkM0vYKIUqDMbmGJ3n5G5g..: CANCEL sip:[email protected]:5067 SIP/2.0 Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---95dcd748316b8f5b;rport Max-Forwards: 70 To: <sip:[email protected]> From: "Sales Q:61411357262Default Inbound"<sip:[email protected]:5060;nf=q>;tag=84c19d17 Call-ID: DkM0vYKIUqDMbmGJ3n5G5g.. CSeq: 1 CANCEL Reason: SIP ;cause=480 ;text="Temporarily not available" Content-Length: 0

05/16/2019 8:31:13 AM - ~Target=

05/16/2019 8:31:13 AM - RTL:200.11[Extn:02] call failed

05/16/2019 8:31:13 AM - L:200.11[Extn:02] got Failure: Failure Recv 480/INVITE from 203.122.225.184:5070 tid=bed01750b7a2d91b Call-ID=6Fx55v568WMId7O8BPRCow..: SIP/2.0 480 Temporarily not available Via: SIP/2.0/UDP 172.26.1.150:5060;branch=z9hG4bK-524287-1---bed01750b7a2d91b;rport=5060 To: <sip:[email protected]>;tag=1685063266 From: "Sales Q:61411357262efault Inbound" <sip:[email protected]:5060;nf=q>;tag=97a9827e Call-ID: 6Fx55v568WMId7O8BPRCow.. CSeq: 1 INVITE Allow: INVITE, INFO, PRACK, ACK, BYE, CANCEL, OPTIONS, NOTIFY, REGISTER, SUBSCRIBE, REFER, PUBLISH, UPDATE, MESSAGE User-Agent: Yealink W60B 77.83.0.20 805ec032954c Allow-Events: talk, hold, conference, refer, check-sync Content-Length: 0

05/16/2019 8:31:13 AM - [CM503003]: Call(C:200): Call to <sip:[email protected]:5060> has failed; Cause: 480 Temporarily not available/INVITE from xxx.xxx.xxx.xxx:5070

05/16/2019 8:31:13 AM - Session 267848 has failed in leg L:200.11[Extn:02] ; Cause: 480 Temporarily not available/INVITE from xxx.xxx.xxx.xxx:5070

05/16/2019 8:31:13 AM - Failure from <sip:[email protected]>;tag=1685063266 to "Sales Q:61x Default Inbound" <sip:[email protected]:5060;nf=q>;tag=97a9827e

05/16/2019 8:31:13 AM - Leg L:200.9[Extn:00] is terminated: Cause: 480 Temporarily not available/INVITE from xxx.xxx.xxx.xxx:5070