Inbound calls from Toll Free Numbers get a response 486 busy here

[TSCIT]

I have a very strange issue on one of my clients phone systems. When toll free numbers call in 3CX is sending a response back to my siptrunk provider of 486 busy here. When I look at the activity log the calls our non-existent but they do show up the call log and just say N/A under the to and then not answered. Please see the below screen shot. I changed the outbound caller ID for my extension on my 3CX phone system to that specific number and it comes through no problem. Is there some type of security block in 3CX that I missing that's causing these to come back busy. This issue just came out of no where. Any insight would be much appreciated. Thank You.

 

[jcostlow]

The call log looks like the call destination is N/A.

Do you have any rules that are missing their destination? I.E. deleted an extension and it is now set to end call?

 

[leejor]

So... you have toll free numbers contracted with your trunk provider (I assume). Are these set up as DIDs, or, do you mean that the originator is sending a caller ID that is a toll free number?

When I look at the activity log the calls our non-existent but they do show up the call log and just say N/A under the to and then not answered.

If the calls are coming into 3CX, then they will be in the Activity Log (Verbose setting perhaps?), and this should give more information about why 3CX is ending the call.

 

[ChrisC_3CX]

I agree with both jcostlow and leejor. As jcostlow said, the fact that 3CX is sending "486 Busy here" suggests that these calls are indeed being routed to a destination that has "End Call". You might want to first check the SIP Trunk's routing first in case these calls are not being matched by any DID/CID rules. To do this go to SIP Trunks, edit the SIP Trunk and scroll down to where it says "Route calls to" and follow that route to see where it ends up.

If you can figure out where the calls are going or why this is happening, you'll definitely need to investigate further as leejor suggested. Make sure to enable Verbose Logging under "Dashboard >> Activity Log >> Settings", reproduce the issue by performing such a call and then check the Activity Log to trace the call. Remember that you can use the "Filter" option on the top to filter through the call(s) you are viewing.

 

[TSCIT]

I agree with both jcostlow and leejor. As jcostlow said, the fact that 3CX is sending "486 Busy here" suggests that these calls are indeed being routed to a destination that has "End Call". You might want to first check the SIP Trunk's routing first in case these calls are not being matched by any DID/CID rules. To do this go to SIP Trunks, edit the SIP Trunk and scroll down to where it says "Route calls to" and follow that route to see where it ends up.

If you can figure out where the calls are going or why this is happening, you'll definitely need to investigate further as leejor suggested. Make sure to enable Verbose Logging under "Dashboard >> Activity Log >> Settings", reproduce the issue by performing such a call and then check the Activity Log to trace the call. Remember that you can use the "Filter" option on the top to filter through the call(s) you are viewing.

That's probably it. I had it set as end call for the route to. I've since changed and they are suppose to make a test call later today. Hopefully this resolves the issue. Thank You.

 

[ChrisC_3CX]

That's probably it. I had it set as end call for the route to. I've since changed and they are suppose to make a test call later today. Hopefully this resolves the issue. Thank You.

You're very welcome! Do let us know how it goes!