One user not able to dial some numbers, others can reach same number

[GNT]

I have one user who is unable to dial out randomly, and when he asks someone else on our same 3cx system to try the same number, they are able to dial this number without any issue. He will also be able to call other numbers at the same time, just unable to reach the number he is currently trying to call.

Numbers are local, not international, etc and this occurs on the web client and soft phone. Any help/places to check would be appreciated.

Thank you
Nick

PS this seems to have started following our upgrade from v16 to v18, currently on 18.0 (Build 450)

 

[Saqqara]

Check the outbound rules

Check the activity log, to see why calls are being denied.

 

[GNT]

Good afternoon - in the activity/call logs the calls just say "no answer". I did some research and found a number that a handful of staff were not able to dial. They call, it rings indefinitely, call log lists "no answer". They pick up their mobile and call, receptionist picks right away - and confirms they have no missed calls from us.

I did some more digging and found the following: If staff call from v18 of the client or the web app, the call rings, no answer. If they call from their physical 3cx phone or v16 of the app, no issues. The issue is completely isolated to the webapp or v18 of the client. Has anyone seen this before?

 

[leejor]

...and in both cases, the same number, is being sent to the provider, when checking the 3CX Activity Log? If that is the case (the call logs look to be identical), you might confirm that the caller ID, from each device, is the same, or (at least) your provider, doesn't take issue with it.

 

[ChrisC_3CX]

To get a bit more information on this:

1. What SIP Provider are you using, is it a 3CX Supported one?
2. If not, is it Register based or IP based?
3. Definitely check the INVITE sent by the PBX for both a working and failed case to the same number as @leejor suggested, do you see any differences say in the dialed number?
4. Do you happen to have more than just one SIP Trunk and route on the Outbound Rules?
5. Does the call happen to always ring around 30 seconds before it drops or someone answers? Have you generally noticed anything peculiar even for working calls?

 

[GNT]

To get a bit more information on this:

1. What SIP Provider are you using, is it a 3CX Supported one?
2. If not, is it Register based or IP based?
3. Definitely check the INVITE sent by the PBX for both a working and failed case to the same number as @leejor suggested, do you see any differences say in the dialed number?
4. Do you happen to have more than just one SIP Trunk and route on the Outbound Rules?
5. Does the call happen to always ring around 30 seconds before it drops or someone answers? Have you generally noticed anything peculiar even for working calls?

Hi Chris and leejor, thank you for your time.

1. flowroute for route 1, siptrunk for route 2 and 3 (gw1/gw2.siptrunk.com). Both suggest they are supported but I still get an error on the dashboard that we are using unsupported providers. Assuming this is as I imported the without using the supported template.
2. register
3. I don't see a difference in the dialed number for a failed vs a a connected call
4. all outbound rules use the same trunk for each route

Confirmed again that from my yealnk phone, call connects immediately. Call from my v18 app, rings for about 20 seconds without connecting and then terminates the call with reason remotecancel

 

[leejor]

...and is the caller ID sent from each device, the same?

 

[GNT]

...and is the caller ID sent from each device, the same?

Correct, caller ID from each device is the same. I have confirmed this now with 3 staff members outside of my own equipment too, each person is able to call this number from v16, but not from v18.

 

[ChrisC_3CX]

1. flowroute for route 1, siptrunk for route 2 and 3 (gw1/gw2.siptrunk.com). Both suggest they are supported but I still get an error on the dashboard that we are using unsupported providers

If you get the warning on the Dashboard I highly recommend you recreate them with the latest template versions as they may be outdated if they were created a while back.

Call from my v18 app, rings for about 20 seconds without connecting and then terminates the call with reason remotecancel

What do you see in the eventlog of the 3CX MC. After the call fails you should see something like:

Could you provide a screenshot?

 

[GNT]

If you get the warning on the Dashboard I highly recommend you recreate them with the latest template versions as they may be outdated if they were created a while back.


What do you see in the eventlog of the 3CX MC. After the call fails you should see something like:
View attachment 29396
Could you provide a screenshot?

following the failed call, I do not see an event recorded in the event log

 

[ChrisC_3CX]

Well in that case, the call might no be considered a failed call SIPwise. Have you tried recreating the SIP Trunks with the newest tempaltes?

Note: I recommend taking a backup before making any changes so that you can restore if something goes wrong.

 

[GNT]

Well in that case, the call might no be considered a failed call SIPwise. Have you tried recreating the SIP Trunks with the newest tempaltes?

Note: I recommend taking a backup before making any changes so that you can restore if something goes wrong.

Thank you - this morning I recreated the trunk with the newest template and saw no change in the ability to call these numbers from v18 of the app or the webapp. v16 of the app continued to be able to call the same numbers.

I restored to the backup created directly before the import of the trunks.

 

[cobaltit]

Have you looked at the logs with your providers to confirm the call is reaching them? It looks like @leejor asked that earlier but I didn't see a response.

 

[ChrisC_3CX]

Before you do look through the logs, remember to enable Verbose Logging in "Dashboard >> Activity Log >> Settings". Then, place a call that fails and check the Activity Log. Use the "Filter" button above to control what you're viewing. If the failed call is the last call in the system, you can just select the last call from the drop-down list.