Multiple DIDs, Same provider, Separated trunks - One DID doesn't work

[Evolute IT]

Hey guys,

Since this morning, we have 1 DID with our provider that isn't working as usual. Everything was fine yesterday. We have 3 DIDs with 1 provider, separated in 2 trunks (1 business with 2 DID, 1 home with 1 DID).

The Home number isn't getting incoming calls! Outgoing works using the same trunk as incoming. Incoming/Outgoing works with the other DIDs. It was also all working yesterday.

Provider tells me "PROGRESS TIMEOUT" so it's apparently on my side but the other DIDs wouldn't work in that case since it's all coming FROM the SAME place TO THE SAME PBX (static IP).

What could be the cause of that? I tried a capture on 3CX side and I didn't get anything.

• 3CX Std v16.0.2.910
• Provider : VoiceMeUp - Register Trunk (Canada)
• PBX hosted on Lightsail (Montreal zone 1)

 

[leejor]

So, nothing in the Activity Log, for an incoming call? Since other DIDs are working from the same provider...It could be the provider, or your DID rules.

 

[Evolute IT]

So, nothing in the Activity Log, for an incoming call? Since other DIDs are working from the same provider...It could be the provider, or your DID rules.

Nope, nothing in Activity Log or even in a packet capture.

However, after switching that trunk to IP Based, and enabled the correct config for Call Source Identification, it started working again.

 

[JohnS_3CX]

Hi Frederick,

If the capture showed nothing during incoming calls, then it's fairly clear the provider could not reach you which might point to a network issue.

The change you made to IP based made no real difference in this case, I think it was just a coincidence.

 

[Evolute IT]

Hi Frederick,

If the capture showed nothing during incoming calls, then it's fairly clear the provider could not reach you which might point to a network issue.

The change you made to IP based made no real difference in this case, I think it was just a coincidence.

Hi John,

I'm on Lightsail. My provider told me it was probably a NAT issue on my end but the other trunks (using Register) work. What could it be?

I use multiple trunk simply to change CNAM on each one separately. We really need a feature to allow more control of this because now I have issues with multiple trunk because of that.

 

[JohnS_3CX]

If it's a single trunk issue while the rest work, then hard to say.

Why not test that single trunk on another PBX (to verify it) since no traffic is coming in?

Also, your firewall stands between the instance and the provider, and your provider sees no response from your end while your PBX capture shows no incoming traffic from their end. Might be worth disabling it shortly for a quick test?

 

[Evolute IT]

If it's a single trunk issue while the rest work, then hard to say.

Why not test that single trunk on another PBX (to verify it) since no traffic is coming in?

Also, your firewall stands between the instance and the provider, and your provider sees no response from your end while your PBX capture shows no incoming traffic from their end. Might be worth disabling it shortly for a quick test?

Unfortunately, the firewall is the Lightsail one. I cannot disable it, I can only add/remove rules.

If SP2 has the CNAM manager (requested for a while now), this wouldn't be an issue since I could use 1 trunk. Right now I need 2 just to change Outgoing CID Name.