New user is unable to make or receive calls

[DavidHodgson]

Hi,

We have added a new user to our 3CX system (v18 Enterprise - hosted in Azure). We have configured the user for Microsoft 365 integration including Teams. This was all done a couple of days ago. We generated the Powershell Scripts and ran those and the users Extension and Telephone Number is set in Teams and the policies are applied (can be seen in the Teams Admin Centre). The user has the dialler in Teams, and it shows the correct telephone number and extension number.

The issue is this user cannot make any calls from Teams - the call is disconnected as soon as he hits dial. He is also not receiving any calls into Teams.

To make things a bit stranger, the 3CX client is not working for him either for certain functions. He is able to receive any calls that come via the queue on his 3CX client, he can make calls from the 3CX client and he can receive calls to his extension on the 3CX client.

When a queue calls rings his extension, this is logged...

11/03/2022 11:21:40 - [CM503003]: Call(C:27): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063

11/03/2022 11:21:40 - [CM503003]: Call(C:27): Call to <sip:0116XXXXXXXXXext=[email protected]:0> has failed; Cause: 404 Not Found/INVITE from 52.114.76.76:5061

The calls does not even go to the 3CX client, it only hits Teams whereas with other users both Teams and the 3CX client will ring.

Any advice, information would be appreciated.

Thanks
David

 

[NickD_3CX]

Hi David,

I think spotted the problem.
All number need to be in e164 format, yours don't seems to be like that:


e164 format means the number should be in format +16xxxxxxxxx.

 

[DavidHodgson]

Hi David,

I think spotted the problem.
All number need to be in e164 format, yours don't seems to be like that:
View attachment 28602

e164 format means the number should be in format +16xxxxxxxxx.

OK, so I checked, the only place where the number was not in the e164 format was in the users profile in Microsoft 365. Otherwise the number format matched that of the other users who's Teams and 3CX client work OK.

Also does not explain why even if the call could not be sent to Teams, it did not just use the 3CX client or does Teams need to work for both clients to be able to get the calls?

 

[NickD_3CX]

OK, so I checked, the only place where the number was not in the e164 format was in the users profile in Microsoft 365. Otherwise the number format matched that of the other users who's Teams and 3CX client work OK.

Also does not explain why even if the call could not be sent to Teams, it did not just use the 3CX client or does Teams need to work for both clients to be able to get the calls?

The validation with the number is needed for both directions.
Also if Teams rejects the call, it can drop the call completely as 404 not found cancels the whole call, not just the Teams leg.

This should be the first thing to change before trying again.

 

[DavidHodgson]

The validation with the number is needed for both directions.
Also if Teams rejects the call, it can drop the call completely as 404 not found cancels the whole call, not just the Teams leg.

This should be the first thing to change before trying again.

OK, so I have corrected the number for the affected user and I have just tried making a call to him from the queue...

11/03/2022 15:25:44 - [CM503003]: Call(C:14): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063

11/03/2022 15:25:44 - [CM503003]: Call(C:14): Call to <sip:+44116222XXXX;ext=[email protected]:0> has failed; Cause: 404 Not Found/INVITE from 52.114.76.76:5061

So the number is correct now, the user ALSO cannot make calls from Teams, no matter what number he calls, it comes up as 'declined' in Teams.

 

[NickD_3CX]

OK, please do one more thing please:

1. Go to Settings --> Microsoft 365 --> User Sync tab.
2. Enable the option "Sync Microsoft 365 user "Office phone" to extension "Outbound Caller ID""
3. Press OK.
4. Go the the "Users" node in the 3CX Management Console and edit the extension you have integrated with Teams.
   
5. What is the "Outbound Caller ID" value? Is it the correct +44116222XXXX number?