Forward to Extension Voicemail stopped working

[CedarglenHomes]

We ran the latest udpates to 3CX Version 16.0.676 over the weekend. Prior to running this update everything was working fine. Now this morning we noticed The "Destination if No Answer" "Voicemail Box for Extension" settings have a stopped working. instead of forwarding calls that are not answered to the selected mailbox the calls are being terminated \ ended by 3CX

here is an example from the activity log. The call comes in, goes to a ring group with priority hunt, cycles through ringing the extensions correctly. Then disconnects the caller instead of transferring to voicemail.

10/21/2019 10:54:41 AM - Leg L:82.1[Line:10000<<xxxxxx6798] is terminated: Cause: CANCEL from xxx.75.215.146:5060

10/21/2019 10:54:26 AM - [CM503025]: Call(C:82): Calling T:HuntGrp:805@[Dev:sip:[email protected]:51273;rinstance=0-a9cfe9fcf83e4487ad6329303e0a4236;ob] for L:82.1[Line:10000<<xxxxxx6798]

10/21/2019 10:54:11 AM - [CM503025]: Call(C:82): Calling T:HuntGrp:805@[Dev:sip:[email protected]:53003;rinstance=0-3cbd4612ad524fb496b12aa6dbf0aa12;ob] for L:82.1[Line:10000<<xxxxxx6798]

10/21/2019 10:54:11 AM - [Flow] Call(C:82): has built target endpoint: HuntGrp:805 for call from L:82.1[Line:10000<<xxxxxx6798]

I haven't been able to figure out what is going on. I have tried using different mailboxes with the same results. Internal seem to forward correctly to the mailboxes. its just external calls that are being terminated.

Thoughts?

 

[leejor]

Cause: CANCEL from xxx.75.215.146:5060

Whose IP is this?

I see 118.97.XX.XX a couple of times, I assume they are the internal IP's. Is this a hosted system?

 

[CedarglenHomes]

Its our Site WAN IP. our 3CX is hosted in Azure. all staff \ clients are using the 3CX windows phone client

 

[leejor]

Does this happen only on calls to a ring group, then a Vmail box (external and internal)? Or does it also happen on calls to a DID/extension, then to VM, both external and internal?

 

[CedarglenHomes]

I have managed to determine the issue is only occurring if my ring group has 3 or more members. If I reduce the group down to two members it transfers correctly to voicemail. The issue is not specific to an extension as I can add any 3 or more extensions and the issue shows up.

 

[AWS2P]

What kind of ring strategy do you use, how are set you ring time in trunk and RG?

 

[CedarglenHomes]

its a Hunt Group with 3 members. Ring time is 10 seconds per member

 

[AWS2P]

trunk is forwarding to RG directly?

 

[AWS2P]

Log is in verbose?
which VM do you use from an extension? if so this vm on extension call is working fine?

 

[CedarglenHomes]

The Trunk goes to an dummy extension with a break schedule, then forwards to the ring group.

I think I found the issue. It is my SIP provider that is cutting of the call early. all of my DID's are set to ring for 60 seconds on the SIP provider side, but when I time the call I only get 45-46 seconds before the call is terminated. 60 Seconds is the highest value I can set via my providers management portal

There is not a 15 second delay from call start to ringing in my 3CX system that delay is only 1-2 seconds at most. so I am loosing 10-14 seconds of ringing time for some reason.

If I adjust the ring groups ringing time so that it is less than 40 seconds for all members than the call goes to voicemail as expected.

I don't know why there is a nearly 15 second discrepency or why this suddenly showed up as an issue today in time with us running the latest 3CX Updates but I have opened a ticket with my SIP provider. and for now I just reduced the ring time on the RG as a quick fix.

 

[AWS2P]

Never got a provider giving limitation on ringing time, ask them if you can disable this and set ring time at your convenience in 3CX

 

[CedarglenHomes]

I asked if it can be extended they said it can't. I suspect that will be the answer to disabling it also, but I didnt' think to ask that specifically. Thanks.

 

[AWS2P]

You are the customer, if they provides limited services, then you must choose another provider more friendly.

 

[JohnS_3CX]

Hi @CedarglenHomes

To confirm this, you can route the DID straight to a single extension that is "Available" and has a large maximum ring time set. Lets see if you can replicate the 45 or 60 second restriction this way

 

[CedarglenHomes]

I did this, The 3CX log shows a 46 second call that ends with "RemoteCancel"

 

[AWS2P]

So if this is not good for you and your 3CX use, ask your SIP provider to do something or change it, choose one with ears and brain

 

[JohnS_3CX]

Hi @CedarglenHomes

Ok then it's clear that it is not related to hunt groups or voicemail, so I would suggest to repeat the same test while you run a capture on your PBX to see clearly if the cancel is first sent by the provider. This should confirm that the PBX is not the one ending the call. You will see PBX reply to the provider IP with "180 Ringing" and after a while you will see the provider sending the CANCEL. The timestamps should also confirm the 46 second limit.

Normally the ring time should be configurable by the provider's end, is this a 3CX supported provider or a 3rd party?

 

[CedarglenHomes]

@JohnS_3CX

Here is the call Trace (attached Image). There is a Cancel request coming from the Provider.

The provider is one of the support 3CX Providers. voip.ms

 

[JohnS_3CX]

That seems pretty clear, 46 seconds and you're out

Contacting them about this is a good step, hopefully they can increase this to something more reasonable

 

[CedarglenHomes]

@JohnS_3CX I have a ticket open with them but so far it hasn't been very helpful.

I can work around the issue by creating an IVR that has no options set and after 1 second transfers the call to its internal destination as this causes voip.ms to see the call as answered. but it isn't a great solution.