Solved Issue Dialling One Mobile Number

[mstach]

Hi All,

I have an issue calling a single mobile number through 3CX. When the number is dialled it returns an error message saying "Your call could not be connected please try again". All other mobile numbers ring out fine. This mobile is able to call in fine.

This warning appears in the Event Log:
Call or Registration to +61xxxxxxxxx@(Ln.10000@NetSG) has failed. 0.0.0.0 replied: 503 Transport failure: no transports left to try; warning: No other DNS entries to try (7,111); internal

The outbound call does not complete on two separate 3CX PBX instances.

TIA.

 

[VasilisV_3CX]

Hi @mstach,

Can you provide more information?

Are you using more than one provider? If yes, do you get the same error if you call that number using the other provider?

Also, if you have more than one provider configured, have you created an outbound rule that uses a specific provider to call that number (or match that number)?

 

[mstach]

Hi VasilisV_3CX,

Server 1

• 3CX Version, Enterprise Annual 16.0.9
• Server OS, Debian 9
• Is the 3CX Server Hosted and where? On-premises
• IP Phone Make/Model/Firmware version, Calix 819G ATA device
• Provisioning Method: Local
• Trunk Provider or VoIP Gateway Make/Model, TPG
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

Server 2

• 3CX Version, Enterprise Annual 16.0.9
• Server OS, Debian 9
• Is the 3CX Server Hosted and where? On-premises
• IP Phone Make/Model/Firmware version, Yealink T46G 28.83.0.130
• Provisioning Method: Local
• Trunk Provider or VoIP Gateway Make/Model, NetSG
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

Each server only has one VOIP provider. The issue is happening on both servers. Server 1 is the server where the issue was originally reported, Server 2 is our office PBX. Both have the same outbound rules configured for Australian Mobile numbers. Other mobile numbers call out fine on both servers, it appears to be just this number.
When I dial the number from my mobile (on the Telstra network) the call rings as expected.

 

[VasilisV_3CX]

Hi @mstach,

I'd recommend speaking with your providers to find out why that specific number can't be called and see what they say. Feel free to report back here if you're stuck.

 

[mstach]

Hi VasilisV_3CX,

Thanks for your help.

I have reached out to the providers and will update this post if I find a solution.

Cheers!

 

[mstach]

Hi @mstach,

I'd recommend speaking with your providers to find out why that specific number can't be called and see what they say. Feel free to report back here if you're stuck.

Hi VasilisV_3CX,

One weird thing I have noticed is that the number does not appear to follow the outbound rule when I check the Call Log.

I have attached a picture of the outbound rule I have set up.

I dial mobile numbers in this format: 04xx xxx xxx

Some mobile numbers come up in the call log as +614xx xxx xxx, which is as per the outbound rule.

Some number still show as 04xx xxx xxx.

Do you know if this could be causing any issues?

 

[cobaltit]

Since you only have one provider for each instance the outbound rule is irrelevant unless your providers come back and say that it's not formatted properly.

 

[mstach]

Since you only have one provider for each instance the outbound rule is irrelevant unless your providers come back and say that it's not formatted properly.

Hi Cobaltit,

Thanks for that.

At this stage one provider has stated that it is an upstream routing issue and I am yet to hear back from the other.

 

[leejor]

My guess would be a porting, or perhaps, forwarding issue, with the mobile number..

 

[mstach]

Hi All,

! carrier confirmed that it was an upstream routing issue. The other resolved the issue without me needing to do any modifications on 3cx so I am assuming it was an issue on their end.

Cheers!

 

[VasilisV_3CX]

Great to hear @mstach, feel free to open a new thread if you require any further assistance or information.