NVR Digital Receptionist dead air

[brd0382]

One of our 3cx servers has been having issues with the NVR/Digital receptionist picking up. A server reboot fixes the issue. The logs don't show any errors when the Digital receptionist stops picking up. Is there a fix for this issue?

 

[YiannisH_3CX]

Hello @brd0382

What is the PBX version you are using? You can see the exact build number on the dashboard under the information column, next to the licence info.
Also is it a windows or linux installation? Local or hosted? Do you face the issue with local calls to the Digital receptionist or is the issue only with calls coming from the provider? Are you using a SIP Trunk, gateway etc?
When the issue occurs are all the PBX services running?

 

[brd0382]

Thank you for the quick reply.

PBX version: 15.5.13103.5
Window install, Locally hosted on Hyper-V server.
Issue occurs weekly/biweekly. All calls to main number go to dead air instead of recorded receptionist
using a SIP Trunk with a Patton analog FXO.
All PBX services seem to be running when issue occurs.

 

[YiannisH_3CX]

So the call is picked up by the Digital receptionist but the message is not playing? What happens if you call the receptionist at that time from a local extension? Does that work?
Also do you see the call in the active calls screen of the dashboard?

 

[brd0382]

Correct, the call is picked up, message not playing. I will test from a local extension the next time the issue occurs. I do see the call in the active call screen on the dashboard.

Internet speed is slow in the area, but this issue started occurring after upgrading to current PBX version and rebuilding the server.

 

[leejor]

Have you checked the 3CX Activity Log to see if there is an error message, associated with the failed calls? Port not open?

 

[brd0382]

Hi @leejor, I have checked the activity log. There is no error message. I usually just reboot the server to get the phones back up, but am looking for a permanent solution. I have two other 3cx phone servers that do not have this issue.

 

[leejor]

If you run the Firewall Checker, it shows all of the voice ports open?

 

[YiannisH_3CX]

Check if the issue is present when calling from a local extension and make sure that the firewall checker passes all tests

 

[brd0382]

Update, Call shows up in the number of calls in use. Trunks, Extensions up, firewall show as fine.

 

[leejor]

using a SIP Trunk with a Patton analog FXO.

So...which is it? A SIP trunk, or an FXO gateway? Or, are there two trunk group involved?