External Call Forwarding is Failing Intermittently

Discussion in '3CX Phone System - General' started by eddie@kingdomtx.com, Mar 9, 2018.

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  1. eddie@kingdomtx.com

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    This is happening on multiple 3CX phone systems using service pack 2 and 3, with multiple VOIP providers.


    We have perfect audio inbound and outbound, but when send calls Forward to Outside number they are failing about 30-50% of the time.

    We have this issue in San Antonio, TX and have this with Spectrum also know as Charter and NexVortex.

    It seems that when we forward to certain numbers... we get a failure about 30-50% of the time.

    If we forward to a certain "good" numbers. we never get a failure.

    We have eliminated it being a cell phone vs land (analog) line, long distance vs local, also its not confined to a certain carrier either.

    We are at a loss and can't see to get this resolved. Any help would be greatly appreciated.
     
  2. simply7

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    Can you get logs and a capture of the failed call? I am wondering if it has to the Calling Party info in the sip message. It would be good to see what the reject message is from your sip provider.
     
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  3. eddie@kingdomtx.com

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    Here is a link to the capture I just did a few minutes ago. Any help would be great. Customer is talking about having us pull the 3CX out as of now. :-(



    3CX 15.5 SP3 (also was happening with SP2) these tests are with Spectrum SIP over Fiber.

    1 - 3:12 PM Central Time (San Antonio, TX)
    From 9563730541 to SIP Trunk DID 2108885659 --> Immediate FWD to 8778923423 - GOOD

    2 - 3:13PM
    From 9563730541 to SIP Trunk DID 2108885659 --> Immediate FWD to 8778923423 - FAILED

    3 - 3:13PM
    From 2103664811 to SIP Trunk DID 2108885659 --> Immediate FWD to 8778923423 - GOOD

    4 - 3:4PM
    From 9563730541 to SIP Trunk DID 2108885659 --> Immediate FWD to 8778923423 - GOOD

    5 - 3:14PM
    From 9563730541 to SIP Trunk DID 2108885659 --> Immediate FWD to 8778923423 - FAILED
     
    #3 eddie@kingdomtx.com, Mar 9, 2018
    Last edited by a moderator: Mar 12, 2018
  4. craigreilly

    craigreilly Well-Known Member

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    It appears it is CANCELLED by the receiving party... strange this happens on multiple VOIP providers.

    487 Request Terminated
    Request has terminated by bye or cancel.

    Not an issue with sending wrong caller id or anything? I had NExVortex many years ago and jumped ship for quality issues. So I can not really speak to what they allow or not.
     
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    #4 craigreilly, Mar 9, 2018
    Last edited: Mar 9, 2018
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  5. leejor

    leejor Well-Known Member

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    I would start with one provider, get the details of one or two failed calls, see if they can tell you why it fails. Perhaps it is a message coming back from the carrier that they pass it on to. If you know you can cause a call to fail (calls to a certain number), even better, as they can follow it in real time. Hopefully one of the providers is willing to co-operate, to solve this.

    I'm assuming that you don't experience the same issue when just placing calls, only forwarded. In that case, it may be as Craig suggested, a sent caller ID issue, as you are now (depending on how your options are set), passing on another callers number.
     
  6. eddie@kingdomtx.com

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    Thank you very much Craig and Lee both!

    Yes perfect calls inbound and outbound. Never an issue.
    Only on the FWD to External number.

    It pushes the main line from the SIP provider rather than the originated caller ID.

    But it seems strange that it works 3 out of 5 calls.

    I'm going to look further into the caller ID / originating rather than the lead telephone number being sent.
     
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