IVR not answering

[ThatVendor]

I am forwarding calls from Google Voice to a Callcentric #, which rings a Callcentric extension being used as a 3cx trunk.

If I dial the Callcentric number directly, I get the 3cx IVR. Things work as expected.

If I dial the Google Voice number, I only hear ringing. The IVR never picks up.
3cx shows it "answered" for 24 seconds
the following error shows in the 3cx activity log:

01/19/2022 2:45:02 AM - [CM503003]: Call(C:51): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063

If I dial the Google Voice number with 3cx set to forward to a Ring Group or an Extension instead of an IVR, things work fine.

It was formerly an NFR Pro with call queues. Possibly some now-hidden settings causing problems?

So, guessing, the DID Callcentric is passing when Google Voice forwards to it is confusing 3cx. Is there a way to set 3cx to ignore the Callcentric DID and just route based on the trunk?

It's a 3cx hosted instance. I couldn't find anywhere showing me the SIP

Edit: 18.0 Update 2 (Build 314), 3cx Hosted

 

[VasilisV_3CX]

Hi @ThatVendor,

Can you check the routing in the SIP Trunk, rather than the Inbound rule, maybe that is where "100" is set?

If you don't get any information from there, enable Verbose logging on the System from the Activity Log in the Dashboard >> Settings >> Verbose, then try again, then the Activity Log should show more useful information.

 

[ThatVendor]

Hi @ThatVendor,

Can you check the routing in the SIP Trunk, rather than the Inbound rule, maybe that is where "100" is set?

If you don't get any information from there, enable Verbose logging on the System from the Activity Log in the Dashboard >> Settings >> Verbose, then try again, then the Activity Log should show more useful information.

Thank you for the suggestions. I'll try this evening get back with the additional information.

It "feels" like a bug to me. Call forwarding to a trunk that otherwise works shouldn't be able to "break" things.

 

[leejor]

If you are routing based on the DID number sent, then that might be the issue. The trunk this call comes in on will have a default route (that you may already make use of use) if the DID number does not match a DID rule. The call should follow this route.

In the Activity log you should be able to see the difference between working call , and one that fails. Check the DID number being sent.

On a side note, apparently Google Voice will soon, no longer offer call forwarding, to other providers.

 

[ChrisC_3CX]

As mentioned alread, checking the routing on the SIP Trunk is probably what you should check first, you can read more about how incoming calls are handled and routed by 3CX here: https://www.3cx.com/docs/sip-trunk-inbound-calls/#h.buumwxppbb98