No incoming calls - outgoing OK

[tactico]

For info: hosted at Azure, Version 18, 4 call Standard
SIP Trunk is connected, green tick on firewall, etc
Trunk works fine on another 3cx instance (at a different site with 3cx hosted on a windows box) so issue doesnt appear to be trunk provider.

Outgoing calls work perfectly.
Incoming calls dont register in the call or activity log - I can assign the incoming call to a handset, or divert to mobile, or voicemail all have the same result - about 20seconds of dead air before disconnection - my mobile simply says "calling" but nothing answers.
I have restarted all services, and even restarted the Azure VM. I would have thought it a provider issue but they assure me all is OK, and the fact it works when I set it up on another 3cx site suggests the SIP trunk is ok.
This happens for the main trunk number and any of the other associated DID.

I am at a loss. Its a fairly basic setup with just one phone and a couple of soft users until they move into a bigger office.

 

[ChrisC_3CX]

First off, what SIP Provider are you using, is it a 3CX Supported one?

Also, how was this new instance deployed, was it via the 3CX Customer portal deployment wizard formerly known as the PBX Express, marketplace, or a manual install?

I'm asking because the fact that you do not see the calls hitting the PBX may mean that the firewall is blocking the connection and depending on how you deployed the machine you might need to configure the firewall yourself. If by "green tick on firewall" you mean the firewall checker passes completely then this will probably not be an issue.

Another cause might be that the SIP Provider is not sending the traffic to the correct IP. Have they confirmed that they are? If you have the same SIP Trunk account configured on another PBX this might be the cause.

 

[tactico]

deployed via the wizard - it was working, although unsure when it stopped - they dont receive a lot of calls.
It was only configured on another pbx for 10minutes as a temporary test.

Also the IP of the VM is fixed and hasnt changed, but any questions I should ask the provider would be welcome.
The provider is Exetel - they are listed as supported but I have 8 other clients with them working ok, although this is the only one in Azure

 

[NickD_3CX]

deployed via the wizard - it was working, although unsure when it stopped - they dont receive a lot of calls.
It was only configured on another pbx for 10minutes as a temporary test.

Also the IP of the VM is fixed and hasnt changed, but any questions I should ask the provider would be welcome.
The provider is Exetel - they are listed as supported but I have 8 other clients with them working ok, although this is the only one in Azure

Hi!

I don't see Exetel being in our list of supported/tested providers, unless they go by a different name too.

Anyway, by the time you don't see any mention of any incoming call in the Logs when making an incoming call, the first thing I would ask them is "where are you sending the INVITE SIP message?" and obviously you expect them to tell you that it's being sent to your Public IP and SIP Port.

It may also be worth checking the IP Blacklist in your 3CX in case their IPs have for some reason been blacklisted.

 

[tactico]

No blacklisted IPs. I will speak to them again tomorrow.