Inbound get busy signal once a month. What is causing this?

[Song]

Hi,

I cannot pin point as to what is causing this. Outbound is fine, but inbound when people called it get a fast busy. I checked the SIP trunk provider voip.ms and it say its registered. I know its registered because outbound is working fine. i login to the sip trunk portal and I do see call are coming in from there. But it doesn't hit the pbx. that is why its getting the fast busy.

I got multiple client calling me saying inbound is not working. What I did was restarted all the services and it started working again.

Ok i got an error on the activity log. maybe this is causing it.
03/16/2021 1:42:27 PM - Exception: ParseException ../../rutil/ParseBuffer.hxx:230, Parse failed unexpected eof in context: 945569xxxx ^ @ ../../rutil/ParseBuffer.hxx:230

please advise.

thank you

 

[leejor]

Is there a pattern.... time of day?

Do you have the 3CX logs set to email you if a trunk is not registered?

Just because you can make calls does not nessisarily mean a trunk is regisitered.

Is a fast busy, the condition that Voip.ms provides, when a trunk is unregistered, or, could this be coming from elsewhere?

Is is possible that all trunks are busy...is there is a call limit on the trunk group, somewhere.

 

[YiannisH_3CX]

When this starts happening you will need to check if the calls are actually hitting the PBX or not. The activity log should help you with that but wireshark is better for this job. You can also make sure that the trunk registers correctly by checking the registration messages. If the trunk registers fine but calls are not hitting the system then there is not a lot you can do from your side.
Also make sure that the firewall checker passes all tests to make sure that nothing is getting blocked there.

The error you mention does not seem related to the issue you are describing.

 

[Song]

When this starts happening you will need to check if the calls are actually hitting the PBX or not. The activity log should help you with that but wireshark is better for this job. You can also make sure that the trunk registers correctly by checking the registration messages. If the trunk registers fine but calls are not hitting the system then there is not a lot you can do from your side.
Also make sure that the firewall checker passes all tests to make sure that nothing is getting blocked there.

The error you mention does not seem related to the issue you are describing.

Again, its random. I do not know the cause of this or a day or time. Like I says, its once a month or once 2 month.
Again, the sip provider voip.ms is registered with the phone system because I can see the log on outbound call and inbound call is not even hitting the pbx. So strange. I can see the call are going to my sip provider voip.ms becuase on the log it says the caller ID. but from there it goes into a fast busy.

So My guess is the sip registration with the sip provider still work for outbound. but for some reason the inbound is mess up somewhere.

If i restart all services the inbound started working again. If i change the sip registration to something else then register it back again it started working again.

So maybe my voip.ms carrier is having issues and clearing it out or register the sip kick it back in working mode?

thank you

 

[YiannisH_3CX]

The reason I recommended checking is because from your description it seems that when the issue starts it does not go away until you restart services or refresh the registration manually. So at that point you can do some troubleshooting that will help you determine what is actually happening.

It could be that the registration does not happen correctly or that calls are sent to the wrong IP or that your firewall blocks the traffic.
You could access your Voip.ms customer portal and set failover destinations. if i remember correctly you have the ability to set a different one for busy, unreachable or other options. Set up a different number there and see if the call follows the failover route.

 

[Song]

The reason I recommended checking is because from your description it seems that when the issue starts it does not go away until you restart services or refresh the registration manually. So at that point you can do some troubleshooting that will help you determine what is actually happening.

It could be that the registration does not happen correctly or that calls are sent to the wrong IP or that your firewall blocks the traffic.
You could access your Voip.ms customer portal and set failover destinations. if i remember correctly you have the ability to set a different one for busy, unreachable or other options. Set up a different number there and see if the call follows the failover route.

Yiannis,

Thank you for the tips. So if this happened again. I'll check the activities log? correct and make a phone call and see if its hitting the pbx? if it doesn't that mean there is a connection issues with the voip.ms to the pbx box? I checked the firewall and its all GREEN. If the activity log does hit the pbx. that mean something with the 3cx correct?

I like the ideas of setting up a failover line if signal busy. I'll create another sub account on voip.ms and set it up as a failover with another number see if this help eliminate this issues.

thank you for your suggestion..

 

[Kevin@voxtelesys]

I would assume that the trunk is actually not registered, in our network you can still send outbound calls as the PBX may still have our IP for the termination but if your registration timed out on our side then we fail the call due to not knowing your IP. Not sure how failover works with your carrier but you can setup IP failover with our trunks as a priority 2 on the DID route.

 

[YiannisH_3CX]

Thank you for the tips. So if this happened again. I'll check the activities log? correct and make a phone call and see if its hitting the pbx? if it doesn't that mean there is a connection issues with the voip.ms to the pbx box?

Correct

If the activity log does hit the pbx. that mean something with the 3cx correct?

Correct again