Hello All,
Hoping for some help, as I'm a little stumped here. We're an MSP, and infrequently we need to make international calls for our customers who have offices overseas (e.g. when internet-based options are down). We run 3CX from the 3CX-provided Debian ISO, and it's currently on version 18.0 Update 3 (Build 461).
Today we found that international calls are no longer working. It appears that the last successful international call was in late May, and the next call which failed was in early June. It appears that until now, the people using international dialing were ignoring the issue and using non-3CX workarounds, but that's not viable.
When calling an international number, the caller hears the message: "You are not able to make this call. Please contact your system administrator for assistance. Thank you."
There have been no changes between the period of it working and not working, except for a firewall rule which was put in place on the internet-side (not SIP-side) restricting source IPs to certain countries. I'm aware this shouldn't/can't cause issues, but we reverted the rule to allowing all sources just in case, with no result. The license was also renewed during that time, but is still an Enterprise Annual license.
When a user dials internationally, the Call Log simply says "Not Answered" under talking. Likewise, reports for calls to a destination beginning with 0011 (our international dialing code) list the Status as "unanswered" and the Reason as "Failed".
The following has been checked/tested:
Hoping for some help, as I'm a little stumped here. We're an MSP, and infrequently we need to make international calls for our customers who have offices overseas (e.g. when internet-based options are down). We run 3CX from the 3CX-provided Debian ISO, and it's currently on version 18.0 Update 3 (Build 461).
Today we found that international calls are no longer working. It appears that the last successful international call was in late May, and the next call which failed was in early June. It appears that until now, the people using international dialing were ignoring the issue and using non-3CX workarounds, but that's not viable.
When calling an international number, the caller hears the message: "You are not able to make this call. Please contact your system administrator for assistance. Thank you."
There have been no changes between the period of it working and not working, except for a firewall rule which was put in place on the internet-side (not SIP-side) restricting source IPs to certain countries. I'm aware this shouldn't/can't cause issues, but we reverted the rule to allowing all sources just in case, with no result. The license was also renewed during that time, but is still an Enterprise Annual license.
When a user dials internationally, the Call Log simply says "Not Answered" under talking. Likewise, reports for calls to a destination beginning with 0011 (our international dialing code) list the Status as "unanswered" and the Reason as "Failed".
The following has been checked/tested:
- Allowed Country Codes.
- The relevant Country Codes are allowed.
- For testing, all country codes were allowed as well, with no result.
- SIP Trunk configuration.
- Can't see anything which would affect international dialing.
- Outbound Rules.
- The rule for extensions in the DEFAULT Extension Group has [blank] as the value for "Call from Ext.", "Prefix", and "Length".
- There is also a rule for Prefix of "0-9" and [Blank] for "Call from Ext.", "Length", and "Extension Group".
- Both rules have all routes out our SIP Trunk.
- Added a rule for calls from my extension to numbers starting with 0011 with the Routes as "BLOCK". This blocked the calls as expected.
- When I changed the above rule to route out the SIP Trunk, the calls again presented the symptoms from above.
- Checked Blacklisted numbers
- No entries
- Checked E164 Processing setting
- This is enabled, with the International Dialing Code of 0011
- Tried disabling this settings and attempted dialing international numbers using either + and 0011 (not at the same time), with no success
- 3CX service was restarted
- Whole VM was restarted
