Solved Inbound calls not ringing

[Alex Kain]

Hi All,

I have a PBX with a single trunk and a few extensions that has been working fine for years.

I have added a second trunk today with a DID and also added an inbound rule for it.

I have pretty much copied all of the settings from the original trunk however when i call it from external, I just get a busy signal.
I can see the SIP trunk is registered but just not sure why the call is not getting through to the terminating extension.

Any help appreciated.

Cheers,

Alex

 

[Saqqara]

Look st the activity log, to see if you can see the incoming call , and where it is be routed

 

[Alex Kain]

Look st the activity log, to see if you can see the incoming call , and where it is be routed

The log shows the call ending immediately:

05/23/2019 11:52:20 AM

PBX

EndCall

Not Answered

In the call report it shows the reason as Caller forbidden.

 

[Alex Kain]

Any suggestions?

 

[JohnS_3CX]

Hi Alex,

Where are the calls routed under the General tab of the trunk?

Do you have any Inbound DID or CID rules set for this trunk?

Under Inbound Parameters of either trunk, did you tick this option by any chance? Use both "Call Source Identification" rules and "Caller Number/Name -> CalledNum" field mappings (Note: Disables catch all routing capability)

 

[leejor]

For trouble shooting purposes you are best to make use of the 3CX Activity Log, not the call log. The Activity log will give varying degrees of detail (your choice), of why the call gets to where it does, not simply where it ended up.

 

[Alex Kain]

Hi Alex,

Where are the calls routed under the General tab of the trunk? I have them routing to an extension.

Do you have any Inbound DID or CID rules set for this trunk? I have tried both with and without an inbound DID rule but doesn't make a difference. There is an inbound DID rule on the trunk that is working properly. My question however is do i need an inbound DID rule if I have it routing to an extension in the trunk general tab?

Under Inbound Parameters of either trunk, did you tick this option by any chance? Use both "Call Source Identification" rules and "Caller Number/Name -> CalledNum" field mappings (Note: Disables catch all routing capability) No this is not ticked on either trunk.

 

[JohnS_3CX]

You do not need inbound rules if you route the calls to the extension but there are a couple of requirements before the call is received:

1) The system must be able to identify the call (ie. the way you entered DID vs the way the provider sends it is one thing that affect this)

2) The extension must be reachable and not have forwards elsewhere etc (send your working trunk to this extension to quick test this)

Given that you get a busy tone however, a better solution would be to run a capture and call in from your mobile to see if the call even reaches your PBX because the busy tone could be coming from the provider.

 

[Alex Kain]

Thanks All. I finally solved it. By having the Call Source Identification box ticked on the second trunk as well as the first, it was preventing the DID from being properly identified.
The clue to this was in the activity log that stated:
Failed to identify source: several trunks matched by DID only.

Removing this tick from the second trunk fixed it.

Thanks again.