Solved Incoming Calls not triggering IVR

[COM-TEL]

Latest V16 All updates applied.

Incoming calls are hitting the PBX and the log states it is hitting the IVR and then forwarding onto the relevant extension, however, the caller is not hearing the IVR and the call isnt connecting.

Outgoing calls are fine.

I am baffled by this as 24 hours ago it was working fine.

Any ideas?

 

[AWS2P]

from an internal call to IVR or if you play directly from MC on a phone the audio file used in IVR can you hear something good?
Did you try to reboot services or 3CX machine?

 

[leejor]

What does the 3CX Activity Log show for on of these calls? Error message of any sort? Codec compatibility issue? Audio ports blocked / not forwarded? Does the 3CX Firewall Checker pass on all ports?

 

[COM-TEL]

Apologies for the delay in replying. I thought I had resolved the issue but with further investigation it appeared to be a trunk issue.

I shall try to explain a little further..

I have telephone number 44123456789 (example). The trunk associated with this is forwarded to the 3CX PBX via sip uri (44123456789@ip-address) A call is made to the number and it hits the 3CX PBX but does not complete and connect. No audio is heard and the person calling only hears the ringing tone.

The 3CX PBX must know the call has been palced as the extension will ring, but upon answering, it does not connect and the caller continues to hear the ringing tone.

Now if I change the way in which the trunk hits the PBX from SIP URI to it being registered by IP or username/password, the issue goes away and the call completes as it should.

This tells me that there is an issue with the SIP URI somewhere along the line....BUT!!!!!!!!

If I direct the number to a different 3CX PBX via SIP URI, the call completes as normal.

This now leads me to believe that the original install of 3CX on Deb 9 did not complete correctly. Its either the Deb 9 OS or the 3CX install.

I have read about the command apt --fix-broken install, but not sure if this will scan and fix any install issues or not.

It may be that I will have to do a complete new Deb 9 install and 3cx install.

Any thoughts?

 

[leejor]

I have telephone number 44123456789 (example). The trunk associated with this is forwarded to the 3CX PBX via sip uri (44123456789@ip-address) A call is made to the number and it hits the 3CX PBX but does not complete and connect. No audio is heard and the person calling only hears the ringing tone.

To be clear...
This is a Direct SIP call, or a call from a provider? Which provider?

Did you look at the 3CX Activity Log After a failed call. What does it show?

 

[COM-TEL]

To be clear...
This is a Direct SIP call, or a call from a provider? Which provider?

Did you look at the 3CX Activity Log After a failed call. What does it show?

Its a call from my provider. I am confident it is not their issue as I have multiple numbers from the same provider for different customers all without issue. Plus, I have broached this subject with them and their logs show that the call is hitting the PBX but not getting through completely as if blocked by a firewall.

The activity log states..... "has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483"

The call rang, it was answered, but did not connect, so terminated. On the customer side, the call was not answered and the ring tone was heard throughout.

 

[leejor]

Have you tried simply routing the trunk to an extension, as a test? Is this one trunk, one number, or a DID on a trunk where other incoming calls are working?

 

[COM-TEL]

Have you tried simply routing the trunk to an extension, as a test? Is this one trunk, one number, or a DID on a trunk where other incoming calls are working?

Yes, tried all of that. On this particular install of 3CX its simply not doing what it should.
On another install it works fine.

This was a fresh install so I guess something has gone wrong during the install process.

 

[leejor]

There should be more information in the Activity Log. Compare the log, from a working PBX (increase the log detail if necessary), with the log from a failed call.

Is this a DID number? If so, and you are using a DID rule to route, check the number being sent and be sure that there is a proper match with the rule.

 

[COM-TEL]

There should be more information in the Activity Log. Compare the log, from a working PBX (increase the log detail if necessary), with the log from a failed call.

Is this a DID number? If so, and you are using a DID rule to route, check the number being sent and be sure that there is a proper match with the rule.

Ive done a brand new install of Deb 9 and 3CX after backing up the one that didnt work and the new instance is displaying the same issues.

Ive checked the activity log and compared the failed log with a successful attempt using the same number on a different 3CX PBX and to me they look identical in their responses.

The PBX is logging that there is an incoming call and it then tries to alert the extension (which is does, because it rings) but when you answer the extension, the call never connects. It really really is odd.

 

[leejor]

Have you tried routing the incoming call to a different destination, as a test?

 

[COM-TEL]

Have you tried routing the incoming call to a different destination, as a test?

Yes. Different extensions on the PBX and also a completely different 3CX installation on a different server. It works on the other instances of 3CX just not the one its supposed to.

 

[COM-TEL]

RESOLVED !

The 3CX PBX static IP was being blocked by the trunk provider (despite them assuring me it wasnt)

Everything now works fine.

Thank you all for your efforts.