Fax always busy

[ASHurricane]

Hi:

I am having an issue with whenever people call our fax line, it always rings busy no matter what.

This is an issue that started happening about a month ago.


Here is a message that 3CX displays when i call:

10/24/2019 4:28:13 PM - L:106.1[Line:10000<<14038791179] failed to reach Fax:881, reason Temporarily Unavailable 10/24/2019 4:28:13 PM - [CM503026]: Call(C:106): Route 1 to is not active (Busy/Not registered) 10/24/2019 4:28:13 PM - [Flow] Call(C:106): has built target endpoint: Fax:881 for call from L:106.1[Line:10000<<14038791179] 10/24/2019 4:28:13 PM - [CM503010]: Call(C:106): Making route(s) from Line:10000<<14038791179 to sip:881@IP:5060/UDP 10/24/2019 4:28:13 PM - [CM505003]: Provider:[Generic SIP Trunk] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Altavox Network] PBX contact: [sipbx3120.103@IP:5060] 10/24/2019 4:28:13 PM - [CM500002]: Call(C:106): Info on incoming INVITE from Line:10000<<14038791179: Invite-IN Recv Req INVITE from IP:5060 tid=0c91a913 [email protected]:5060: INVITE sip:14032338115@IP;rinstance=e71cedfe520b42e4 SIP/2.0 Via: SIP/2.0/UDP 208.90.28.67:5060;branch=z9hG4bK0c91a913;rport=5060 Max-Forwards: 70 Contact: sip:14038791179@IP:5060 To: sip:14032338115@IP:5060;rinstance=e71cedfe520b42e4 From: "14038791179" sip:14038791179@IP;tag=as1793312b Call-ID: 20b42cb073ffb4b73146bd545d6c1d5e@IP:5060 CSeq: 102 INVITE Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REFER, SUBSCRIBE, NOTIFY, INFO, PUBLISH Content-Type: application/sdp Date: Thu, 24 Oct 2019 22:28:13 GMT Supported: replaces, timer User-Agent: Altavox Network P-Asserted-Identity: "14038791179" sip:14038791179@IP Content-Length: 278 v=0 o=root 1470006804 1470006804 IN IP4 208.90.28.67 s=Altavox Network c=IN IP4 IP t=0 0 m=audio 12834 RTP/AVP 0 3 8 101 a=rtpmap:0 PCMU/8000 a=rtpmap:3 GSM/8000 a=rtpmap:8 PCMA/8000 a=rtpmap:101 telephone-event/8000 a=fmtp:101 0-16 a=ptime:20 a=sendrecv

The Fax line is configured under the FAX section of 3CX, but it is just odd that it would break suddenly like this.

I replaced the IP addresses with IP

 

[eddv123]

Is the FAX service registered in the 3CX management console interface ?

What sort of FAX are you providing - just inbound FAX to Email or are you offering outbound FAX'ing via FXS gateway ? more information in regards to trunk setup would also be good.

 

[ASHurricane]

here. We do have a Cisco ATA as well, i am trying to get into that now

 

[eddv123]

Does the Cisco support tracing ? if it were me (and I use Pattons) I would run a trace from the terminal of the ATA/Gateway to see if calls are actually reaching the gateway itself, 3CX could probably also give an indication from the console if you run a wireshark.

https://www.3cx.com/docs/capture-network-traffic/

have you ensured the ATA is registered successfully to 3CX ?
https://www.3cx.com/community/threads/pstn-ata-unregistred-since-reinstall-v16.68933/

 

[leejor]

If you log into the ATA it will show the status, registered, or not. Something to confirm, as a first step.

Most, if not all, Cisco ATAs have a Syslog feature that can be used with something like... https://www.solarwinds.com/free-tools/kiwi-free-syslog-server

There are other Syslog programmes out there as well.

 

[eddv123]

Or you could mirror port a switchport and run a Wireshark capture to a laptop.

 

[YiannisH_3CX]

Hello @ASHurricane

As a first step of troubleshooting i would send the Fax to the internal Fax server of the PBX. Just point your inbound rule to send Fax to an extension with a configured email address and see if that works.
If that works then you can focus on the ATA device. You can also check if the Fax extension is registered from the Dashboard / System Extensions.