Solved FIXED Inbound calls dropping SIP.us DID

[GersonAguero]

Hello, We have 3CX hosted V18 with a SIP from sip.us with one DID.
I have configured it to ring in one extension we use as reception, this extension is logged in 2 computers through the Windows app and 3 mobiles with android and iOs.

Initially, was working well and the calls were coming in and out correctly, then suddenly all the inbound calls immediately drop and are directed to the voice mail. The outbound calls are still working properly.

I have confirmed that all the devices logged with this extension are set AVAILABLE.

What can be the reason?

 

[Saqqara]

Check the forwarding rules for the available status for the extension

If you ring the ext internally, does the same thing happen

Check the activity log to see what is happening to the call.

 

[GersonAguero]

Attached is a screenshot of the forwarding rules of the extension, it should be ringing 90 seg.

When I ring it internally the call works correctly in all the devices logged in the extension

Attached is a screenshot of the activity log which shows two types of registers that look related, but I do not know what it means.

 

[Alphabetic]

Inbound is probably routing to whatever is specified under the sip trunk setting.

you should look at the invite format your provider is sending.

 

[Saqqara]

Double check your sip inbound rules ?

Is the 3CX system in out of hours mode ? dial *64 on a handset. Force 3CX IN or OUT of Office – Emergency Code
https://www.3cx.com/docs/pbx-dial-codes/#h.665f9ex1w4m3

Is the voicemail voice the same if you dial internally - if not then the calls could be going to your sip provider voicemail.

Disable and enable the sip trunks (this will reset them) - Under SIP Trunks

 

[GersonAguero]

I have checked the inbound rules, and all are normal.
Dialing *64, *641, or *642 does not seem to do any effect, I tried in the windows app and also in the mobile apps.

I have disabled and enable the trunk, also I have deleted the entire configuration and created it again. The result is still the same.

The voicemail voice is different than the one if the call is internal. which must indicate that the calls are going to the SIP.us voicemail, I have checked on the sip.us page, and the status is still REGISTERED, I actually believe that the proble. The calls are logged in the extension as missed, sometimes actually ring for less than a second so that should mean that the call is coming all the way to 3CX and then returning to SIP.us voicemail?

 

[GersonAguero]

Somehow the cofiguration of the PBX got duplicated, so SIP.us was receiving the register from two different IPs which caused the calls to drop. In 3CX wasn't showing a double configuration of the trunk so to fix it I change the password of the Trunk in SIP.us and that fixed it.

Thank you all