Solved Inbound call issue (cant answer call) (resolved)

[perfectcast]

Hi,

Version 16.0.8.9
Internal Windows server 2016 Installation
Desk phones Yealink T46
This is a mature installation (4 years +)

Has anyone else seen this issue?
Since this morning we have issue with receiving inbound calls, outbound are absolutely fine.

A call can be seen to be coming in, the call is answered but nothing can be heard by the person who answers the call.
The callee is unaware the call has been answered as the number is still ringing
Its also the same if the call is answered on the 3CX app

There have been no firewall changes
SIP provider is saying all ok from there side

I can see in the logs the following

Cause: 487 Request Terminated/INVITE

I would appreciate if anyone can help with this issue
cheers
Neil.

 

[Alphabetic]

I would run a wireshark capture and look at the flow

 

[YiannisH_3CX]

Can you tell us which provider you are using? Also run the firewall checker and see if everything is fine on that front.

 

[perfectcast]

Can you tell us which provider you are using? Also run the firewall checker and see if everything is fine on that front.

Hi,
the SIP provider is yay.com

thanks
Neil

 

[YiannisH_3CX]

We do not support the said provider so we cannot check from our side so your first step should be to run a packet capture and see what is going on during a call. That should provide more details as to what is going on.

 

[perfectcast]

We do not support the said provider so we cannot check from our side so your first step should be to run a packet capture and see what is going on during a call. That should provide more details as to what is going on.

ok no probs, was hoping someone might have experienced similar
thank you.

 

[YiannisH_3CX]

No problem. Let us know if you need assistance withe the captures.

 

[perfectcast]

No problem. Let us know if you need assistance withe the captures.

issue resolved. the checkpoint firewall had experienced an issue. when we failed over to the the other one in the cluster then all was ok again

thanks for your quick replies
cheers
Neil.

 

[ChrisC_3CX]

Glad to see you've managed to sort this out!

Please don't hesitate to start a new thread should you need additional assistance or information.