Only allowing one call in or out?

Discussion in '3CX Phone System - General' started by kjl1977, Jan 5, 2011.

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  1. kjl1977

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    Having a weird issue where if someone is on the line at the office (whether it is an incoming or outgoing call), anyone calling in from any of the numbers just gets a constant ring. What should happen is that they are forwarded to the digital receptionist. If none of the lines is in use, calls go through normally. I am able to call in on any of the four incoming numbers, and the gateway does seem to be delivering the calls. Here is what I see when I call the numbers and one of the lines is in use:


    Code:
    10:43:32.920  [CM503008]: Call(1177): Call is terminated
    
    10:43:32.920  [CM503008]: Call(1177): Call is terminated
    
    10:43:30.576  [CM503007]: Call(1177): Device joined: sip:8000@127.0.0.1:40600;rinstance=bbe011446ceed67b
    
    10:43:30.561  [CM503007]: Call(1177): Device joined: sip:anonymous@192.168.64.199:5060
    
    10:43:30.545  [CM505001]: Ext.8000: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX IVR;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX IVR] Transport: [sip:127.0.0.1:5060]
    
    10:43:30.545  [CM503002]: Call(1177): Alerting sip:8000@127.0.0.1:40600;rinstance=bbe011446ceed67b
    
    10:43:30.076  [CM503024]: Call(1177): Calling Ext:Ext.8000@[Dev:sip:8000@127.0.0.1:40600;rinstance=bbe011446ceed67b]
    
    10:43:30.061  [CM503004]: Call(1177): Route 1: Ext:Ext.8000@[Dev:sip:8000@127.0.0.1:40600;rinstance=bbe011446ceed67b]
    
    10:43:30.061  [CM503010]: Making route(s) to <sip:8000@192.168.64.200:5060>
    
    10:43:30.061  [CM505002]: Gateway:[Gateway1] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Patton SN4114 JO EUI 00A0BA0431E0 R5.2 2008-11-14 H323 SIP FXS FXO M5T SIP Stack/4.0.26.26] Transport: [sip:192.168.64.200:5060]
    
    10:43:30.045  [CM503001]: Call(1177): Incoming call from anonymous@(Ln.10000@Gateway1) to <sip:8000@192.168.64.200:5060>
    
    10:43:30.045  [CM503012]: Inbound out-of-office hours rule (unnamed) for 10000 forwards to DN:8000
    
    In regards to the first entry on the bottom, we don't have any inbound rules created, so I'm guessing it is just a default rule that goes to 8000 - which is the digital receptionist.

    Any ideas on what could be happening? Gateway is a Patton 4114.
     
  2. kjl1977

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    A little more info:

    There are 4 lines coming into the Patton. I noticed that when I call three of the lines, the end up going through one FXO/SIP - #3. And also on 3CX they are all coming through the same virtual extension (even though each number is programmed for a different virtual extension in 3CX). On the fourth line, I noticed on the Patton that it tries to connect to FXO/SIP #0, but just drops out and continues ringing. On the 3CX it attempts to connect to virtual extension 10000, but drops out. All the settings on the FXO/SIP ports look identical, so I don't see it as just one misconfigured port.
     
  3. leejor

    leejor Well-Known Member

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    In the trunk setting within 3CX you can set how many simultaneous calls (per trunk group) there can be. Is that just set to "1"?
     
  4. kjl1977

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    Each one is set to 4, but I had tried 1 before with the same results.

    Basically what happens is if I call over on one line with my desk phone and then try to call in any of the numbers with another phone at the same time, it just keeps ringing. Likewise, if someone at the branch is on the phone, anyone calling in to any of the numbers will have it just keep ringing. Once that person hangs up and all the trunks show idle, you can call in. The way it is supposed to work is that each trunk/virtual extension should correspond with the physical POTS line - am I right on that? Then the Patton and 3CX should be routing the calls around to use all four lines at once if need be?

    Sorry for the ignorance, I inherited this system about a year ago and we weren't having problems until more people moved into the office and I think that the increased phone traffic (albeit small) exposed this issue. It may not have been set up correctly in the first place.
     
  5. leejor

    leejor Well-Known Member

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    Haven't used that particular gateway, but my understanding, of multiple line gateways it that they can usually be set up in one of a couple of ways. One trunk group, with multiple members, or, as individual trunks. Since nothing has been changed recently to cause your problems, (that is the case?) then the gateway and 3CX may be set up as one trunk group with just one member. You may need to compare the current settings with 3CX set up guide for your device.
     
  6. kjl1977

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    Thanks for your input. It turns out that it wasn't 3CX OR the Patton gateway. Apparently, of the 4 jacks that the Patton was plugged into, one had a number that just rings, and the other two were dead. :roll: Again, I inherited this system, so I had assumed up until then that everything was kosher. My guess is that back when this system was put in place, the problem was never noticed because there were so few calls coming in and out. Since then more people have moved in and there's been more call volume.

    On the bright side, this little exercise has allowed me to learn some of the ins and outs of the system, so it's not a total loss. :mrgreen:
     
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