No Incoming Calls (on-prem install)

[tomkruk]

I have this on-prem install working for years (and using Twilio). Absolutely no changes have been made. All of the sudden, no incoming calls are going through. Outgoing calls are fine. Checked Firewall test, all passed. I tried upfrading to V18. It was successfully upgraded but the problem persists.I want to stress the issue began while on the old version so it is not an upgrade gone wrong.

This is the 3rd on-prem install where this occured. After trying a bunch of things, I opted to just setup a new instance in the cloud. On the Twilio end, I changed nothing except the new FQDN and IP (to march the new server) and everything worked.

With this install, I want to keep it on-prem because they are recording alot of calls and I want the 1TB storage I put into the machine rather than being limited by storage in the cloud.

I do not understand why this is happending so randomly with each on prem situation happening on different days or weeks and in none of the cases were any settings touched.

Any ideas?

 

[cobaltit]

Do you see any inbound attempts in the activity log? Did you check the blacklist? Better yet, take this opportunity now to whitelist the Twilio IP ranges which should always be done.

 

[YiannisH_3CX]

Hi @tomkruk

As @cobaltit mentioned, you should check if those calls are even reaching your system. You can check the activity log, run a packet capture on the PBX or even run a capture on the firewall to see if traffic is reaching you.
If calls are not arriving at your public IP then you should look for the issue at Twilio's side. If traffic is reaching your system then the activity log will contain an error or the reason calls are failing.

Also you might want to check if your public IP has changed and if your FQDN resolves to the correct public IP.

 

[Kyle W]

To parrot the above, I would check on an IP change. The fact that it was a sudden change that then resolved itself with a rebuild indicates to me some networking info might have flipped.