Just setup 3CX but can't make calls

[jthornton]

I've installed the 3CX Debian system onto my VPS.

I've got it installed and the 3CX System seems to be working fine.

I've added a SIP trunk and registered it (voip.ms). There is a green button beside it showing that it is registered.

I've added the 3CX phone app to my android phone and there is a green light there too.

I went to the firewall and clicked "run".

I tried to make a call on my 3CX app and it is not working.

Can anyone help me debug this please?

 

[VasilisV_3CX]

Hi @jthornton,

Have you added an outbound rule for your SIP trunk? To test, create an outbound rule and add +,0-9 then route it through your SIP Trunk and try to make the call again.

 

[jthornton]

Hello,

No I have not created an outbound rule. However, when I go into that section on the left and click ADD. I get a whole bunch of fields to fill in. Where am I supposed to put stuff?

Rule Name:

Apply this rule to these calls -
Calls to numbers starting with prefix:
Calls from extensions:
Calls to numbers with a length of:
Calls from extension groups:


Make outbound calls on -
Configure up to 5 backup routes for outgoing calls. Each route can be configured differently
Route 1: BLOCK CALLS (Strip Digits: 0) Prepend: <blank> Outbound Caller ID: <blank>

Could you please advise what I should put where?

 

[Saqqara]

This may help -

https://www.3cx.com/blog/voip-howto/outbound-rules-a-complete-example/
https://www.3cx.com/3cxacademy/videos/advanced/configuring-outbound-routing/

 

[jthornton]

Thank you, that helped a lot!

Now, I can make outgoing calls but when an incoming call comes in it (sometimes) rings once and then they get a busy signal. I'm unable to answer it. It just partially rings and then stopps.

When I look at the logs it shows the incoming call.

I've created an inbound rule that everything coming in from voip.ms goes to extension 200 which is the only extension right now.

 

[leejor]

You would have to check the 3CX Activity Log, to see exactly what is happening.

My first suspicion is a no ACK problem. If the log shows that, then run the 3CX Firewall checker, and make sure everything passes.

 

[jthornton]

Here is what was in the activity log:

When I ran the firewall checker before everything was green done.

05/04/2021 3:59:19 PM - x-call-control DROP: call is not found: QqEbs0LVX8gjEIAup0rz9w..;from-tag=b0315d64;to-tag=2e5be230

05/04/2021 3:59:18 PM - [CM503003]: Call(C:12): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

 

[VasilisV_3CX]

Hi @jthornton,

In the Dashboard >> Activity Log >> Settings (far right) >> enable Verbose logging, capture the call attempt and PM me the log. We'll need more detail to understand what's causing the 487 cancel.

 

[VasilisV_3CX]

Hi @jthornton,

The cancellation is being sent by your provider, so I suggest you contact them to inquire why you're receiving the cancellation.

 

[jthornton]

What should I be asking them? I don't really know what is happening?

 

[VasilisV_3CX]

Hi @jthornton,

Apologies. I should have explained that part. You can send them the capture you sent me and ask them why they're sending the 487 cancel.

 

[jthornton]

Thank you for your help! It seems that I had the ringer set to 1s and that is why it was being cancelled. I changed it to 15s and everything was great.

However... New issue. As I started speaking to the person that called, it seems that I was very crackly. Can I force G.711 codec and not allow 729 at all? I find every time I have tried to use 729 with any voip it has always been terrible quality.

 

[VasilisV_3CX]

Hi @jthornton,

Glad you resolved the first issue.

As for the codecs you can set them on an extension which controls the codec to be used when the extension initiates a call. This can be done by going to the Extension >> Phone Provisioning >> Codecs. You can also go to Settings >> General and set the Internal and External codecs. The Internal will control which codec is being used by the PBX on the local LAN and external will control which codec is being used for remote extensions (not on the same LAN).

 

[jthornton]

OK. I set it to 711u and it doesn't seem to be much better.

I read another post. Do I have to re-provision the extension? If so, how do I do that, click "regenerate"?

 

[VasilisV_3CX]

Hi @jthornton,

To reprovision the phones, navigate to the phones tab, select the phone in question and click the Reprovision button. Most phones will automatically reprovision once a day.

Note that reprovisioning is not the same as regeneration. Regeneration is used to reset passwords in the event of a suspected compromised password.

 

[jthornton]

There is nothing listed in the "Phones" tab. There is an extension and then I've added the 3CX app on my android and connected it to the extension that is there. But, still nothing in "Phones". Is this correct?

Does it need to be reprovisioned in order for the new codecs to take effect?

 

[VasilisV_3CX]

@jthornton, In that case no, you only need to close the app on your phone and ensure it's not running in the background, upon launching, check that the settings have taken effect by clicking the 3 horizontal bars at the top next to the 3CX logo >> clicking your name of your extension and then selecting 'manage account' below the name. Scrolling to the bottom you can see the codecs being used in order.

If it does not update the order - such that G711-A shows as PCMA first in the list, then go back to the account selection area and click-hold down the account and delete it. Add it again by scanning the QR code from the Extensions section and check again.