iVR issue!

[bsloan9858]

Our 3cx server has randomly had this issue for the past 2 years and I haven't been able to figure it out! Any incoming caller hits our PBX and a 3CX message says "This call cannot be completed, please try again later". Below is the log I captured for an incoming call that received this message. I've tried restarting each of 3CX's services individually under Admin Tools, Services, then trying to call inbound from my cell but it still gives me the same message. I've also tried calling our VM extension, 999, from my desk phone and I get the same message. I can make outbound calls without issue.


I think I may have figured out more about this issue. It seems that I get this error message with any IVR (including VM, our caller intro, etc). I can place calls between extensions without issue and can make outbound calls without issue. Incoming calls still receive that error message/greet but I believe that's because we have an IVR that says "this call is recorded etc" when first calling in then it connects the caller to a call queue. If I call my direct line, that bypasses the intro IVR, I'm able to reach my extension externally (from my cell).


So it appears that something is breaking our IVR's. No configuration changes have been made to the Windows Server 3cx lives on nor has any changes been made in 3cx. I did some research online and other folks seem to point this issue towards the 3CX web server. I did install it with the 3CX web server as I don't have any experience with Windows IIS.


Have you ever seen or heard of this issue before? I would like to get this issue fixed as soon as possible because the messages we receive from customers "Hey I can't call you guys, I keep getting an error" is quite embarrassing. Purchasing the license for 3CX was partially done in hopes that it would resolve these issues which it didn't.


BTW we are running v14 SP3


12-Jul-2017 07:36:31.879 Leg L:908.1[Line:10003<<phonenumber] is terminated: Cause: BYE from PBX
12-Jul-2017 07:36:31.879 [CM503008]: Call(C:908): Call is terminated
12-Jul-2017 07:36:31.878 Leg L:908.2[Ivr:806] is terminated: Cause: BYE from 127.0.0.1:5483
12-Jul-2017 07:36:23.373 [CM503007]: Call(C:908): Ivr:806 has joined, contact <sip:[email protected]:5483>
12-Jul-2017 07:36:23.373 [CM503007]: Call(C:908): Line:10003<<phonenumber has joined, contact <sip:84738@provider5060>
12-Jul-2017 07:36:23.372 L:908.2[Ivr:806] has joined to L:908.1[Line:10003<<phone number
12-Jul-2017 07:36:23.221 [CM503025]: Call(C:908): Calling T:Ivr:806@[Dev:sip:[email protected]:5483;rinstance=038233d12e0eef9c for L:908.1[Line:10003<<phone nunber]
12-Jul-2017 07:36:23.174 [CM503027]: Call(C:908): From: Line:10003<<phone number
<siphonenumber@server:5060>) to T:Ivr:806@[Dev:sip:[email protected]:5483;rinstance=038233d12e0eef9c]
12-Jul-2017 07:36:23.174 [CM503004]: Call(C:908): Route 1: from L:908.1[Line:10003<<phone number] to T:Ivr:806@[Dev:sip:[email protected]:5483;rinstance=038233d12e0eef9c]
12-Jul-2017 07:36:23.174 [CM505003]: Provider:[our phone number] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [DIDLogic SBC] PBX contact: [sip:[email protected]:5060]
12-Jul-2017 07:36:23.173 [CM503001]: Call(C:908): Incoming call from Line:10003<<phone number to <sip:[email protected]:5060>
12-Jul-2017 07:36:23.173 Line limit check: Current # of calls for line Lc:10003(@our number [<sip:84738@sip server5060>]) is 1; limit is 10
12-Jul-2017 07:36:23.170 [CM503012]: Inbound out-of-office hours rule (unnamed) for 10003 forwards to DN:806

 

[leejor]

The fact the it appears to be any call involving a recording may have something to do with the audio card/hardware/software on the system. I remember years ago, that a server, with no audio resources, could not handle any function that involved Voice-mail, IVR,,etc. I'm just guessing, because I'm not certain if this is still the case with recent 3CX versions.

 

[bsloan9858]

So I completely uninstalled, cleaned up the system and reinstalled 3CX and restored my backup - still getting the same issue. I'm really not sure to do at this point. Our phones don't support V15 and I don't like it by any means. I guess I'm gonna have to look for another PBX provider. Unacceptable 3CX!

 

[bsloan9858]

The fact the it appears to be any call involving a recording may have something to do with the audio card/hardware/software on the system. I remember years ago, that a server, with no audio resources, could not handle any function that involved Voice-mail, IVR,,etc. I'm just guessing, because I'm not certain if this is still the case with recent 3CX versions.

Never thought about that. I just think there's an issue with the web server, I can't access the :5000/ivr page either. My reseller wants boat loads of money just to begin to help troubleshoot this issue after recently buying the product from them.

 

[YiannisH_3CX]

Has the local IP address of the PBX changed since it was installed? Are there multiple network cards installed on the server?
Please advise