issues with ack's and sip returning internal IP's, but not on my network

[Brad Cann]

Gday All,

We have a 1800 number that our staff call, and have occasionally had issue with calls dropping out for no reason, looking at the 3cx activity log we saw some ack errors and lodged them with our Voice provider. (Attached as image), they cam back to us with their trace which shows the sip/2.0 200OK's referring to internal IP ranges, but not actually our internal IP Ranges, which are obviously causing the ACK's not to come back and the call to drop, as per below:

Our External IP's are removed as well as the calling/recieving number:

Please find the below 200 OK for both call sample:
SIP/2.0 200 OK
Via: SIP/2.0/UDP 125.213.160.83:5060;branch=z9hG4bK37dd5a053llbf7b7INV6ab3726b2c9
Contact: <sip:[email protected]:5060>
To: <sip:[email protected];user=phone>;tag=1e54c53f
From: "XXXXXX"<sip:[email protected];user=phone;noa=national>;tag=6ab3726b-co713-INS003
Call-ID: ac50f2-128d-1010201733544-bn04-esy1-1-59.86.190.66
CSeq: 71301 INVITE
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE, UPDATE
Content-Type: application/sdp
Supported: replaces, timer
User-Agent: 3CXPhoneSystem 15.5.3849.1 (3392)
Content-Length: 297

-----------------------------------------------------------

SIP/2.0 200 OK
Via: SIP/2.0/UDP 125.XXX.XXX.83:5060;branch=z9hG4bK37dd5a053ll168abfINV1f803a6453f
Contact: <sip:[email protected]:5060>
To: <sip:[email protected];user=phone>;tag=1650731f
From: "XXXXX"<sip:[email protected];user=phone;noa=national>;tag=1f803a64-co1343-INS003
Call-ID: ac1119-14b1-1010201724613-bn03-esy1-0-59.86.190.65
CSeq: 134301 INVITE
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE, UPDATE
Content-Type: application/sdp
Supported: replaces, timer
User-Agent: 3CXPhoneSystem 15.5.3849.1 (3392)
Content-Length: 297

Where on earth are the 1.1.1.1:5060 and internal loopback 127.0.0.1:5060 coming from??

 

[NickD_3CX]

127.0.0.1 I have seen before, 1.1.1.1 never....

The first thing I must ask is, is this a 3CX-approved provider? If not, I would highly recommend testing with an approved one first. There are a few you can use and signup online, and some even give you a free number to play with, like CallCentric.
If nothing else, this should help you understand if it is something relating to the specific provider and/or settings or not.

Now other things you can check is:

• In the SIP Trunk settings --> DIDs tab, are the DID number entered in a short format? E.g. *158? If so make them at least 7 digits long, e.g. *123456. Warning, you may have to recreate the Inbound Rules after modifying the numbers.
• In the SIP Trunk settings --> Options tab, check that you have to set to use a specific IP.
• In Settings --> Network, check that you have entered the correct Public IP address.

Edit: On second thought, I have seen 1.1.1.1 once, when for some reason someone was trying to have 3CX recognize a SIP Trunk but using the "Bridge" option...

 

[Brad Cann]

127.0.0.1 I have seen before, 1.1.1.1 never....

The first thing I must ask is, is this a 3CX-approved provider? If not, I would highly recommend testing with an approved one first. There are a few you can use and signup online, and some even give you a free number to play with, like CallCentric.
If nothing else, this should help you understand if it is something relating to the specific provider and/or settings or not.

Now other things you can check is:

• In the SIP Trunk settings --> DIDs tab, are the DID number entered in a short format? E.g. *158? If so make them at least 7 digits long, e.g. *123456. Warning, you may have to recreate the Inbound Rules after modifying the numbers.
• In the SIP Trunk settings --> Options tab, check that you have to set to use a specific IP.
• In Settings --> Network, check that you have entered the correct Public IP address.

Edit: On second thought, I have seen 1.1.1.1 once, when for some reason someone was trying to have 3CX recognize a SIP Trunk but using the "Bridge" option...

This is our OWN internal 3cx install.

1. Sip trunk DID's are full length numbers
2. Which specific IP as i could see 2 places you could be talking about: either Put public IP in sip VIA heading, or select which IP to use in Contact and connection fields?
3. Correct Public IP is in place.

Edit: I can't see the "Bridge option" anywhere??

 

[NickD_3CX]

2. Which specific IP as i could see 2 places you could be talking about: either Put public IP in sip VIA heading, or select which IP to use in Contact and connection fields?

Both, but mainly in the "select which IP to use in Contact and connection fields" option, what setting do you have there?

 

[Brad Cann]

Both, but mainly in the "select which IP to use in Contact and connection fields" option, what setting do you have there?

Default settings.

 

[NickD_3CX]

Default settings.

I sent you a PM.

 

[Bob Denny]

What was the outcome of this?

The first thing I must ask is, is this a 3CX-approved provider? If not, I would highly recommend testing with an approved one first. There are a few you can use and signup online, and some even give you a free number to play with, like CallCentric.

PS: We used to use CallCentric until a flood in New York City knocked them offline for days and they would not return our calls or messages. Our business was adversely affected. They never followed up.

 

[NickD_3CX]

PS: We used to use CallCentric until a flood in New York City knocked them offline for days and they would not return our calls or messages. Our business was adversely affected. They never followed up.

Just to be clear, I only suggested using CallCentric as a test as they:
a) Are a supported provider
b) They offer the ability to make an account for free and make test calls to/from other free CallCentric accounts.

At this point we would need to check the log files to see what is causing this.

 

[Bob Denny]

I guess I should apologize. Sorry! It was off-topic for this issue anyway :-(

 

[Brad Cann]

I guess I should apologize. Sorry! It was off-topic for this issue anyway :-(

Thats fine, we self host, as the cost of the program is peanuts compared to what a hardware based PBX costs here in australia, and also compared to what a "Managed" PBX costs often <12 months payback.