Logs grayed out

[PKnott]

Hi,

I'm trying to troubleshoot why my inbound calls result in the caller receiving "the number you are trying to reach is busy". However the logs are grayed out. I'm on a trial but I cant see anywhere that this is a factor.

I've got the trunk default route to a user which i'm signed in as so definitely available.

Regards,
Paul.

 

[PKnott]

If I add the DDI to the user directly then the call goes through successfully.

 

[NikosK_3CX]

Can you assign the DID directly to an extension and check if you are able to receive the call?

 

[PKnott]

Yes the call goes through successfully if I add the DID directly to the user.

 

[NikosK_3CX]

The DID you assigned to the user and the main trunk number are the same?

 

[PKnott]

The DID you assigned to the user and the main trunk number are the same?

Yes thats correct. thank you.

 

[NikosK_3CX]

We have tested this from our side, and when the main trunk number is not assigned to an extension or
an IVR, Queue, Ring group etc., the call will follow the default route that is assigned at the SIP trunk configuration.

It is recommended to have the DID assigned to an extension or a system extension.