Inbound Calls only Ringing for Short Amount of Time

[kcc-jnf]

Integration set up and seems to be working. I can successfully dial in/out and hear two way audio. However, a couple of things I did notice...

When the new 3CX Call Policy was created, it completely took away my ability to call from Teams, and the 'Calls' icon disappeared from my Teams desktop app and on the web. I changed all the settings on the 3CX Call Policy to be similar to the call policy that was assigned to me before, and everything came back to life and I could make/receive calls again.

When doing some test from my mobile, and dialing my DDI, my Teams client rings for a really short period of time, about 2 seconds. If I accept the call, I can hear two way audio. However, if I don't accept the call in that short perioud of time, I've completely missed it, yet I can still hear the call being attempted from my mobile.

 

[kcc-jnf]

To add to this, looked at Meetings and Calls under the user in Teams, and can see the SIP response code for the call is 603, which is 'Destination cannot/doesn't wish to participate in the call, no alternative destinations.'

Any help and advice would be great.

Thanks

 

[Charles_3CX]

This indicates a misconfiguration or incomplete configuration of the team's integration.

Please check the following guides carefully:

https://www.3cx.com/docs/microsoft-teams-integration-faqs/
https://www.3cx.com/docs/microsoft-teams-v18/

 

[kcc-jnf]

Thanks Charles

I've gone through these multiple times and I'm sure I've got everything correct. The SBC is showing correct and up in Teams, I can make outbound calls with two way audio, and as I said I can hear two way audio if I accept the inbound call in time. Just can't work out why it's giving me a short amount of time to answer it.

James

 

[Charles_3CX]

It is not that it gives a short time to answer, and I take it the call is to a queue. It is because you are receiving a cancellation from the MS side after receiving a 603 decline error from them and are in a queue. When the call is canceled, it re-polls, and the issue repeats.

This also happens when the caller ID on the MS user account for the office phone and the resulting outbound called ID on the extension is not in E164 international format e,g +1234567789, which is a requirement for the team's direct routing integration.

 

[kcc-jnf]

Call isn't to a queue, it's direct to my extension. Can confirm the caller ID o the MS user account for the office phone are in the E164 format.

I do note that the format on my Teams client has spaces, but I assume that's to do with sytling in Teams, as it doesn't have spaces in Teams admin centre or M365 admin centre.

 

[Charles_3CX]

That side is fine, but the 603 decline message, you will need to check why this is being received from the MS side.

The clue will be in the logs, and you can check the call using this guide:https://www.3cx.com/docs/3cx-log-viewer/

First, set the logging level of the system to verbose logging mode and restart the 3cx services, then make a call to replicate the issue and use the steps from the guide to analyze the data to see why this is.

 

[kcc-jnf]

Thanks Charles, I've run the logs and downloaded. Not entirely sure what I'm looking for now though...

 

[Charles_3CX]

If you need technical support for this and cannot locate the issue for yourself, please open a support ticket via the 3cx portal.

Or contact one of our 3cx partners to assist you: https://www.3cx.com/ordering/find-reseller/

 

[kcc-jnf]

And now it all seems to be working this morning. It may have been something to do with our Calling Policies, we had the following enabled:
Cloud recording for calling
Automatically answer incoming meeting invites
Which I've not turned off and it seems to be ok, for now.

 

[Charles_3CX]

I’m glad it’s working for, but avoid turning any features on from teams side, all features required must be enabled on 3cx side, the teams app is only another SIP endpoint capable of making talking and transferring calls that go through 3cx.