Inbound call immediately cut off

[yklam]

Hi everyone,

Need some pointers here.
Previously our 3CX is having no issue for both inbound and outbound, but recently it is having issue for inbound calls.
When we set the inbound call to Digital receptionist, call will cut off.
When we set the inbound call to an extension, the user get the call; once answered, it dropped immediately.

We have another 3cx instance facing the same issue, but intermittently it works without any issue.
Can we know how we can troubleshoot further from here?

Regards

 

[TheodorosG_3CX]

Does this affect only external calls?
For example if you make an internal call to the extension number of the IVR the issue is the same?
What is you provider?

 

[yklam]

Hi Theodoros,

No issue when calling outbound call.
The issue happens only on inbound call.
Inbound to digital receptionist, immediately busy tone or voice prompt busy.
Inbound to extension, user get the call but once answered, immediately cut off, and caller hear busy tone or voice prompt busy.
We ourselves are offering the SIP trunk to the hosted 3CX instance.

 

[TheodorosG_3CX]

So you have the issue with internal calls?

 

[yklam]

Just tested, no issue with internal call.

 

[TheodorosG_3CX]

So, the issue is with the external calls. Which is the provider and which template are you using?

 

[yklam]

Unsupported SIP trunk provider, as we ourselves providing the SIP trunk services.

 

[TheodorosG_3CX]

This is not something that we can troubleshoot.
I can only suggest that if under the options you have the "Support Replaces" and "Support Re-Invites" options enabled, just disable them.

 

[yklam]

Noted that, thank you

 

[TheodorosG_3CX]

Let us know the results.