No incoming calls!

[[email protected].]

This is a really odd one, I have 2 sip trunks from the same provider both work for outgoing calls but only one will receive calls. The line that does not ring internally when called is totally silent the pbx does not seem to register an incoming call. I have checked ALL the setting and the sip trunks are configured identically. The trunk says that it is registered and as I said before i can make outgoing call without any issue.
It is running on a dedicated PC with Win 10 pro. 3CX Version # 16.0.910
Am i going mad or just missing something simple?
Is there anyway to see any logs that will show any activity?
Thanks all in advance.

 

[JohnS_3CX]

Hi Mark,

You will need to troubleshoot by going to the activity log and changing the logs to Verbose so you can collect richer logs. You can also run a capture and see what happens when a call comes in, does the provider send you an invite? If not then you know who to contact. If so, then we can talk about the next steps

What trunk provider is this by the way, is it a 3CX supported provider?

 

[[email protected].]

Hi thanks for the quick reply, both trunks are with Draytel which is not a supported provider but i have been running one of them on a different system for 3 years at least with no issues at all.
As i have never needed to invoke verbose logging i don't have a clue how to do that, any hints much appreciated.
Thanks again.

 

[AWS2P]

From dashboard, click on "activity logs"

 

[[email protected].]

Thanks, i had had a look and found it and it is now enabled. So what am i looking for in the logs?

 

[Cytranic]

You might need to play with the call source settings in the SIP trunk settings.

 

[AWS2P]

try to make an outgoing call and see in log , if some error code are listed and if call is ended on 3cx or provider side

 

[JohnS_3CX]

Call the problematic trunk, see if any logs are generated for those calls.

You can also run a capture like I said earlier: does the provider send you an INVITE message for the incoming call at the very least? If not then the call never hit your PBX

 

[[email protected].]

Hi, I have finally got round to working on this a bit more, I have got another 3CX system setup running V15.5 I have configured the trunk that is causing issues on this system and it works fine, I have also setup the trunk from the other system on the new one and that also works fine.

verbose logging is enabled or problem system and dialed the sip trunk from my mobile no call registered as far as i can see.

Where do i go next?

 

[JohnS_3CX]

Run a capture by going to Activity Log and clicking the capture button. Then call the PBX from a mobile. Let it ring for a bit and then end the call. You can now end the capture and you will immediately see a link to download it. Open the capture in Wireshark and see and check. Does the provider send you an INVITE message for the incoming call at the very least?

 

[[email protected].]

OK time for an update, I have the two sip trunks from the same provider on the pbx, the one that is not working does not get any invite message when i call the number while the other one does and will work on the pbx. so does that mean that it is down to the sip trunk provider or an internal issue on the pbx?

 

[JohnS_3CX]

It appears to be a provider matter, I would suggest to contact them for more information.

Also note that many providers have a trunk management portal on their site and you might need to enable your trunk from there, or make some setup adjustments to it before it can receive calls.