Issue with extension not receiving calls

[MARLEY JAFFE]

I had a previously working extension (Possibly related to this user logging into the iOS mobile app), the extension no longer receives calls from ring groups or direct extension to extension calls. The extension is able to make external calls through our SIP Trunk as well as make calls to other system extensions, just not receive. I thought it was related to the extension status, and the logs seem to indicate that, but I don't see anything funky in the 3CX UI or mobile app indicating a status other than active for this extension. O365 Outlook Calendar sync is not enabled. Sample inbound call activity log as well as relevant screen shots included below. Thank you for the help!

3CX version 18.0 Update 8 (Build 939)

12/06/2023 6:06:52 PM - Leg L:446.2[VMail:99] is terminated: Cause: BYE from local
12/06/2023 6:06:52 PM - [CM503008]: Call(C:446): Call is terminated
12/06/2023 6:06:52 PM - Leg L:446.1[Extn:02] is terminated: Cause: BYE from 127.0.0.1:5080
12/06/2023 6:06:49 PM - [CM503007]: Call(C:446): Extn:02 has joined, contact <sip:[email protected]:5060/UDP>
12/06/2023 6:06:49 PM - [CM503007]: Call(C:446): VMail:99 has joined, contact <sip:[email protected]:5483/UDP>
12/06/2023 6:06:49 PM - L:446.2[VMail:99] has joined to L:446.1[Extn:02]
12/06/2023 6:06:49 PM - [CM503002]: Call(C:446): Alerting VMail:99 by contact <sip:[email protected]:5483/UDP>
12/06/2023 6:06:49 PM - [CM503025]: Call(C:446): Calling T:VMail:99@[Dev:sip:[email protected]:5483;rinstance=fd75a4a68424d009] for L:446.1[Extn:02]
12/06/2023 6:06:49 PM - [CM503005]: Call(C:446): Forwarding: T:VMail:99@[Dev:sip:[email protected]:5483;rinstance=fd75a4a68424d009]
12/06/2023 6:06:49 PM - L:446.1[Extn:02] forwards call from Extn:05 to VMail:99 based on rule Fwd[Available/Busy]
12/06/2023 6:06:49 PM - L:446.1[Extn:02] failed to reach Extn:05, reason Busy
12/06/2023 6:06:49 PM - Call(C:446):  from L:446.1[Extn:02] has failed, because Extn:05 is in DND mode
12/06/2023 6:06:49 PM - [Flow] Call(C:446): has built target endpoint: Extn:05 for call from L:446.1[Extn:02]
12/06/2023 6:06:49 PM - [CM503010]: Call(C:446): Making route(s) from Extn:02 to <sip:[email protected]:0/UDP>
12/06/2023 6:06:49 PM - [CM500002]: Call(C:446): Info on incoming INVITE from Extn:02:

Invite-IN Recv Req INVITE from 127.0.0.1:5080 tid=220891276 [email protected]:

INVITE sip:[email protected]:5060;transport=UDP SIP/2.0

Via: SIP/2.0/UDP 127.0.0.1:5080;branch=z9hG4bK-524287-2---220891276;rport=5080

Via: SIP/2.0/UDP [::ffff:172.89.78.211]:43103;branch=z9hG4bK-524287-1---tunneltid;rport;tnlid=sbc.8c35ef74

Via: SIP/2.0/UDP 192.168.1.10:5060;branch=z9hG4bK220891276;rport=5060

Max-Forwards: 68

Record-Route: <sip:[email protected]:5080;user=proxy;uri=sbc.8c35ef74>

Record-Route: <sip:[email protected]:5060;user=proxy;tnlid=sbc.8c35ef74>

Contact: "XXXXXXXXXX" <sip:[email protected]:5060>

To: <sip:[email protected]>

From: "XXXXXXXXXX"<sip:[email protected]>;tag=1230811189

Call-ID: [email protected]

CSeq: 901 INVITE

Accept: application/sdp, application/dtmf-relay

Allow: INVITE, ACK, OPTIONS, CANCEL, BYE, SUBSCRIBE, NOTIFY, INFO, REFER, UPDATE, MESSAGE

Content-Type: application/sdp

Proxy-Authorization: Digest username="kacZ1ORpFX",realm="3CXPhoneSystem",nonce="414d5359657128b980:16f242f924c88d478e7277133f7bf31e",uri="sip:[email protected]",response="59a3ac1e99486e52f59eaa5105fd20b3",algorithm=MD5

Supported: replaces, path, timer

User-Agent: Grandstream GXP2170 1.0.11.74 000b82dc7eff

Privacy: none

P-Preferred-Identity: "XXXXXXXXXX" <sip:[email protected]>

P-Access-Network-Info: IEEE-EUI-48;eui-48-addr=FC-EC-DA-D7-48-20

P-Emergency-Info: IEEE-EUI-48;eui-48-addr=00-0B-82-DC-7E-FF

Content-Length: 304



v=0

o=02 8000 8000 IN IP4 192.168.1.10

s=SIP Call

c=IN IP4 192.168.1.10

t=0 0

m=audio 5146 RTP/AVP 18 9 0 8 101

a=sendrecv

a=rtpmap:18 G729/8000

a=fmtp:18 annexb=no

a=ptime:20

a=rtpmap:9 G722/8000

a=rtpmap:0 PCMU/8000

a=rtpmap:8 PCMA/8000

a=rtpmap:101 telephone-event/8000

a=fmtp:101 0-15

12/06/2023 6:06:49 PM - [CM503001]: Call(C:446): Incoming call from Extn:02 to <sip:[email protected]:0>

 

[TheodorosG_3CX]

Have you tried to remove the extension from the mobile app and scan QR again?

 

[MARLEY JAFFE]

Have you tried to remove the extension from the mobile app and scan QR again?

Thank you for the suggestion! I have not, I'll have the user do that and see if that fixes the issue. Should I try anything before rescanning the QR? Any type of refresh etc?

I should also note their lP Phone connected through an SBC is also not receiving calls so I assumed it was an account issue instead of a mobile app issue.

 

[TheodorosG_3CX]

Since you confirmed that the status in the PBX is correct, this indicates issue on the mobile app. Try this and let me know the outcome.

 

[MARLEY JAFFE]

Removing the user account from the iOS app did not change the issue. A call to that extension still goes straight to voicemail. When I dial the extension on my iOS 3CX app, it shows the extension as available.

Thanks for the assistance.

 

[TheodorosG_3CX]

If you create a new test extension and add to the mobile app, the issue is the same?

 

[MARLEY JAFFE]

New extension created. calling from personal extension in iOS app -> test extension in WebClient (chrome) works. Reversed the scenario, everything still works. Replace the test extension with the not working extension and it still can not receive calls. Have not tried the test extension on the users devices, not sure if that could impact things.

Also updated 3cx version to Version 18.0 Update 9 (Build 20) for this round of testing.

Should I just delete the extension and recreate it with all its previous user's settings? Once I delete the extension, I can recreate a new one with the same ext #, correct?

 

[TheodorosG_3CX]

There seems that you have an option there. Before creating the extension from scratch, go to the extension under Phone Provisioning tab<<in the Your Phones select 3CX App>>is the option "Enable Push notifications" enabled?