One user cannot dial externally

[JonnyM]

Note: This is 18.0 (Build 939) Professional running in Azure, but I cannot post in the self-hosted section of the forum. Is it possible to move this thread and update my profile to self-hosted?

I have one user who cannot dial external extensions. The tickbox in their profile to disable external calls is not selected, and I have tried ticking it and unticking it but that made no difference. The symptoms are that they dial a number either on their hotdesk extension (Snom D713) or the 3CX app and the dialled number will stay on screen but no call will be placed. I also cannot see any call attempts in the 3CX call history or anything in the activity log.

If another user hotdesks onto this extension they can make external calls. If my problem user hotdesks onto another working extension they cannot make external calls. There are no outbound rules that would capture one extension and not the other, and neither extension has a DDI configured or an outbound caller ID. I have exported the two extensions to a CSV and the settings match other than the things like the name and number that you would expect to be different.

Is there anything I am missing, or is the next step to delete the extension and create it again?

 

[SnakeRiverWebDevelopment]

the next step to delete the extension and create it again?

This might be the best way to fix this, seems that something is wrong with the current one

 

[SteveITS]

running in Azure, but I cannot post in the self-hosted section of the forum.

This is by design; 3CX have told me hosting it yourself is considered on-premises. Just post where you can.

 

[leejor]

You don't say if the extension can call internally.

If there is no Activity Log showing a call attempt, then I have to assume that extension is not sending the Invite to the correct destination. Configuration error?

 

[JonnyM]

All internal calling works. I had incorrect information from the user regarding the app functionality, this works without a problem they just hadn't opened it for a long time so wasn't provisioned correctly. They get this issue when they log into a handset and the problem is following them around.

I have recreated the extension and the problem remains, I'm getting them to test now with a new extension number.

I think it's strange as well that internal calls work and external calls don't even make it to 3CX to be seen as a call attempt. To make things even weirder, if the user misdials a number then 3CX sees the incorrect number dial attempt, but putting in a correct number and the call doesn't show in the 3CX call logs. I can do a packet capture on the phone that shows it is sending the invites, but they don't appear in the 3CX capture. It sees the INFO 200 message with the XML in with information that the phone is dialling, but 3CX never receives the INVITE packet.

 

[JonnyM]

I think this is solved, the cause is a bit of a strange one. The combination of this users name and the length of an external number is enough to make the SIP INVITE 1454 bytes long which looks to be getting fragmented on the path somewhere. Other people have shorter names so this has never come up as a problem before.