Dismiss Notice
We would like to remind you that we’re updating our login process for all 3CX forums whereby you will be able to login with the same credentials you use for the Partner or Customer Portal. Click here to read more.

Solved Help Can Not Receive Inbound Calls from Same Provider T1 Telus – Gateway Patton 4171

Discussion in '3CX Phone System - General' started by fuzel, Jan 14, 2019.

  1. fuzel

    Joined:
    Jan 4, 2019
    Messages:
    3
    Likes Received:
    1
    We are using 3CX as our IP PBX and for our sip truck, we are using a Patton 4171 gateway to our T1 line. The provider is Telus in Canada.

    This issue we are having is we can receive inbound calls from different carriers, but we are not receiving inbound calls from our local carrier Telus, calls beep twice and disconnects the caller if they are on the same carrier as our T1 line.

    With outbound calls, we can place calls to our local carrier and remote carriers.

    For DIDs our Telus carrier uses 5 digits instead of the full 10 digits for the DIDs.

    We checked are 3CX logs and don’t see any incoming calls from the local carrier, It seems to me inbound calls from the same provider/carrier are not even being sent to the 3CX PBX.



    Attached you will find the inbound calls on the local carrier and remote ISDN signal logs and the Patton 4171 conf file.

    1. Local carrier log from Patton 4171

    2. Remote carrier log from Patton 4171

    3. Patton 4171 conf file
     

    Attached Files:

  2. cobaltit

    cobaltit Well-Known Member

    Joined:
    Mar 22, 2012
    Messages:
    1,773
    Likes Received:
    278
    No need to post config files. If the calls aren't reaching 3CX then you need to talk to your carrier.
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  3. eddv123

    eddv123 Well-Known Member

    Joined:
    Aug 15, 2017
    Messages:
    1,609
    Likes Received:
    209
    The 417x series gateways are Trinity based and unfortunately do not have 3CX provided templates in the PBX as standard. Can you confirm if this device is setup manually or via the Patton written and supported templates which you can get from Patton support ?

    The log you sent also states "destination address is non-ISDN" and the device clears the call normally due to this it would seem.

    happy to take a look at another log if you can do the following:

    Enable debug logging with all of the below commands on the Patton:

    enable
    show running‐config
    debug call‐router
    debug call‐control
    debug ccisdn signaling
    debug context sip‐gateway signaling detail 5
    debug context sip‐gateway transport detail 5
    debug context sip‐gateway error

    Note: some of these may differ slightly with Trinity (as some may refer to Smartware):
    https://www.patton.com/support/kb_art.asp?art=446&

    Make a test call (exhibiting the issue you are experiencing). Then input the command "no debug all" to stop the recording (this will also give a good indication in the logs as to where they finish).

    Send a copy over (post but PM preferably) letting me know what the number dialled during the issue was (best not to post this number on a public string for security reasons).

    Whilst you are at it you could also look at upgrading your firmware if required. There was a new release out for Trinity in December: https://www.patton.com/support/upgrades/index.asp?um=SmartNode 4990 however be sure that the firmware version matches with your template (if using one). If not using a template from Patton I would recommend you acquire one and re-try/re-post your issue.
     
  4. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

    Joined:
    May 10, 2016
    Messages:
    7,783
    Likes Received:
    564
    Hello @fuzel

    If the calls are not reaching the PBX then then next step is to check if the calls are reaching the Patton device. If they are then the Patton device is miss-configured and if not then you need to reach out to your provider and ask them what they see on their side.
     
  5. eddv123

    eddv123 Well-Known Member

    Joined:
    Aug 15, 2017
    Messages:
    1,609
    Likes Received:
    209
    At least in the fragment sent (and without knowing the number called) I can see a call from the provider hitting the gateway: "Acquired b-Channel 1". But more information is required (see my last post).

    With all this information provided I would also raise this with Patton support as well, they are very good at supporting their products and normally offer a swift turn around on tickets raised.
     
    YiannisH_3CX likes this.
  6. fuzel

    Joined:
    Jan 4, 2019
    Messages:
    3
    Likes Received:
    1
    I sent you a PM with the confs
     
  7. fuzel

    Joined:
    Jan 4, 2019
    Messages:
    3
    Likes Received:
    1
    Patton support fixed the issue it was an problem with the latest firmware on the Patton 4171 gateway, we had to disable the "caller-name"

    commands below:
    1. enable
    2. configure
    3. cs
    4. interface isdn
    5. show running-config "interface isdn
    6. caller-name ignore-absence 0
     
    eddv123 likes this.
  8. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

    Joined:
    May 10, 2016
    Messages:
    7,783
    Likes Received:
    564
    Glad to see the issue has been resolved and thank you for updating the thread with your solution.