Solved No incoming or external calls - internal ok

[blpsg001]

Hi,

Ive been tasked to test a 3cx setup with the aim of purchasing a pro license after testing. We are new to 3cx so have no prior experience with it but are pretty IT proficient.

The setup is hosted by 3cx and on Version 20.0 Update 6 (Build 724)

We’ve got a couple of sip lines sorted from Gamma here in the UK.

We can make internal calls no problem, however we cant get any external calls to come in or go out. When dialling out we get a message “destination is not available not registered or there are no routes available” and the system shows Active Calls 1 during this.

When dialling in we get call failed.

We’ve looked at outbound rules etc but there is clearly something wrong with the SIP/Trunk setup as incoming calls don’t work either. We’ve contacted Focus who supply the Gamma SIPS and they say it all looks correct. But something is obviously not working.

Any suggestions please?

Thanks,

Paul

 

[NikolasA_3CX]

Hi @blpsg001

Does the Trunk show as registered (green) in the voice & chat?
Have you set up the outbound rules according to this guide linked below?
https://www.3cx.com/docs/manual/outbound-call-routing/

 

[blpsg001]

Hi NikolasA_3CX,

Yes and yes, all ive put in the outbound rules is the name, default group for department and route 1 using the trunk name.

 

[NikolasA_3CX]

Hi NikolasA_3CX,

Yes and yes, all ive put in the outbound rules is the name, default group for department and route 1 using the trunk name.

Can you please provide a screenshot of your outbound rule?

 

[blpsg001]

 

[paulodagraca]

Hi,

Please enter something in 'Calls to number starting with prefix'.

Example you can enter there: 0-9

Paulo

 

[TheodorosG_3CX]

You may also check the guideline here of how to configure your outbound rules.

 

[YiannisH_3CX]

Hi @blpsg001

It looks to me that Gamma has not whitelisted your public IP. Since Gamma is an IP based provider they need to whitelist your IP so that trunk starts working. Since you are seeing an active when trying to make a call it means that the system is trying to make the call but the provider is not replying.
And since inbound is also not working then my bet is your IP is not added on Gammas side. Contact them and give them your FQDN or public IP.

Please enter something in 'Calls to number starting with prefix'.

Example you can enter there: 0-9

There is no need since you have a group assigned to your outbound rule. Just make sure the extension making the call is part of the group.

 

[blpsg001]

Many thanks everyone for your input and answers. The extension is part of the default group. Ill see what gamma have to say about the ip whitelisting and will update once i hear back.

 

[blpsg001]

Update on this - I tried ringing in from exernally and out, and now the 3cx phone rings on an incomming call and my mobile rang on an external call.

However there is no voice.

I dont know if gamma have changed anything as Ive not heard back from their support, but its strange that now the phones are actually ringing when they didnt before.

Any suggestions on how to get the voice to work please?

 

[NikolasA_3CX]

Are the phones provisioned using an SBC?
If you answer the call from the webclient instead of using an IP Phone, does the same issue occur?

 

[blpsg001]

Soz been away, did some further tests via the 3cx phone apps - can call out and receive calls but still no voice.

The IP Phone is a Yealink SBC.

Thanks

 

[KyriacosS_3CX]

Hello,

Ideally they should be responding and helping you troubleshoot this.

Can you try a packet capture while there is an active call, to see if RTP is being exchanged and also the audio codec negotiation. Perhaps no compatible audio codec is agreed and you might need to add extra codecs to the trunk config.

It is also possible they whitelisted your IP for SIP and not RTP as well.

Best,
KS

 

[YiannisH_3CX]

The IP Phone is a Yealink SBC.

Try the webclient or mobile and see if that makes a difference. Rule out one thing at a time

 

[blpsg001]

Hi all,
Our previous trial had expired as Gamma took 2 weeks to reply. So we've created a new trial, the new ip has been sent to Gamma to whitelist which hopefully wont take another 2 weeks!

Will update once i hear back from them.

Thanks again for everyones input.

 

[blpsg001]

Hi All,

Finally Gamma have whitelisted the new IP and we have incomming and outgoing external calls via the web/app and physical phones.

Thanks again for everyone's help and input.