Solved External call routing is not working anymore

[UnDutchable30]

Since a few days the external DDI number is not routing to the correct queue anymore. Nothing has changed, nothing has been done in the system, but suddenly the calls go wrong and end up with the wrong queue.

External numbers present on the same sip-trunk. Sip-trunk is working, both calls arrive at 3CX

• DDI xxx691
• DDI xxx676

• When a call arrives the inbound rule first checks if the call is xxx691. If yes, then call queue 85 is playing the welcome message
• If the call is not xxx691, it will play the welcome message 95
• When a call arrives the inbound rule steps over the first rule checking xxx691 and goes immediately to the second rule and playing message 95.

However now all calls go to the message queue 95, even if the call is from xxx691.

Internally I can just call the correct queue and get the correct message

I have checked with the SIP provider and they sent the correct number format out and this exact format is in the SIP-DDI setup.

I have removed the DDI, than added it again. I removed the queue for xxx691 and added it again, but nothing changes.

The strange thing is that I have NOT changed anything at all and suddenly the system is acting weird. The calls still arrive, but with the incorrect welcome message which is confusing for the caller.

I actived verbose loggin, made two test calls and stored the logs. Although I am not a Wireshark specialist I was able to check the log and noticed for both numbers the invite, ack and then the routing to 95 for both numbers.

This gives me the idea the problem is somewhere in the settings, but I have double checked them and the inbound rules are in the correct order.

Any advise where I can look further?

 

[leejor]

Did you look over the 3CX Activity Log, for each of the DID (numbers) calls, to see why it routes where it does?

 

[UnDutchable30]

I have indeed looked in the activity log and tried to understand what is happening and what the difference is between the calls, but it is very difficult to find my way through the details.

From what I can see is the call coming in on xxx691 and immediate afterwards it makes the route to 95, there is nothing in between as why that decision is taken.

For some reason 3CX does not recognize the number to match it correctly. But it has worked before, that is the frustrating part.

 

[craigreilly]

Perhaps the sending party (SIP/VoIP Service) has changed the number of digits being sent? Check the rules and perhaps use less numbers and add * to prepend - ie: *5551212

 

[leejor]

I agree with Craig. If you didn't make any changes, about the time it stopped working, then it had to be the provider and perhaps the digits sent. Things don't just begin to fail for no reason whatsoever. Some change has caused this.

 

[YiannisH_3CX]

Hello @UnDutchable30

Is the 95 the main trunk number destination? Also are you using the default 3CX template for Weepee? Make sure that the PBX is set to read the called number from the correct SIP field in the trunks Inbound parameters.

 

[UnDutchable30]

Problem is found, the calls all came in correctly, but the inbound rules did not kick in as the SIP-Inbound Paramater-Called Number was not checking the Line URIbut the To.

Thanks for the suportive thinking.

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for updating the thread with your solution.