Only outgoing Calls Work

[Burt99]

Hi all,

Installed 3CX PBX v 18.... a few days ago. (i.e. latest version) on Raspberry Pi locally (meets all required spec of Pi etc.)
SIP Trunk bought from Gradwell (partner to 3CX) single DID number (will port fixed lines when I get the PBX working)
Only extension (100) on Mobile phone Samsung S8
Broadband speed 300+ Mbps
Router Synology RT2600ac (up to date) All ports configured and Firewall check passed (Fixed IP address)
Configured SIP Trunk + Inbound and Outbound rules on 3CX PBX on the Pi as per 3CX instructions
Gradwell install was automatic DID No etc.

Outbound works like a dream locally via WiFi to Samsung, and remotely too when connected to WiFi elsewhere. (clear instant connection, wonderful)
(I have a Yealink desk phone but not installed yet)

Inbound calls fail, I ring the DDI number setup by Gradwell from landline at the location of the PBX and it just clicks after a second then blank tone like the line does not exist.
Calling DDI number via mobile phone just gets silence for say ten seconds then disconnects with a slight bleep

Calling the DDI number from the Samsung (which has the 3CX app on it) just gets silence. I suspect not a good test as log shows 127.0.0.1 so I guess it connects internally. (just an internal loop)

I have probably mistakenly gone into the Gradwell control panel to configure the trunk as being supplied with the " SIP: {DDI number @ name.3cx.uk ) " I could not see why this was supplied if it wasn't needed for a config somewhere. Asking Gradwell if a config is needed there gets no response.

As I have checked the trunk and the in/out rules and the PBX control panel shows trunk up etc i.e. all green then not seeing any errors I'm at a loss of what to check and where and as inbound does not seem to log any faults (as it does not get as far as the PBX) then not sure where to look next.

One log shows ..

long string of info then...

"Reason: Credentials don't match, check that authorization-ID and password match the ones in extension settings"

but at a loss as to what this refers to.

Any help appreciated.

Regards...

 

[VasilisV_3CX]

Hi @Burt99,

Firstly, enable Verbose logging on the PBX, do this from Dashboard >> Activity Log >> Settings >> Verbose. Make the call again, do you see the call coming in, in the activity log?

 

[YiannisH_3CX]

Can you also let us know what registrar address you were provided by Gradwell? Did you use the one included in the template or did they provide a different one?

 

[Burt99]

New to this, please let me know what a "registrar address" is
Searching through correspondence as we speak.

as below

 

[Burt99]

I have turned on verbose logging, but swamped by updates usually ending in "Content 0"

I'm clearing the log then trying a call so if I can avoid pages of updates should have info soon.

 

[Burt99]

01/12/2021 11:15:04 - Line 90000 got Device: Dev(34720101):[sip:[email protected]:5063;rinstance=6e2208688a6cdbcb / 90000]

01/12/2021 11:15:04 - Source is identified as trunk Lc:90000(@WebMeeting bridge[<sip:[email protected]:5063/UDP>])

01/12/2021 11:15:03 - Timezone offset: 0 min.

 

[Burt99]

Firewall check

 

[Burt99]

Basically don't see anything in the activity log other than these updates.

I can see any personal info in the update info, only IP is loopback.

Do you want me to copy one of the updates here?

 

[Burt99]

replaced my trunk and only phone number with xxxx but does this have any relevance
i called the the mobile 3CX softphone to the trunk number (i.e.. where xxxx is )

01/12/2021 11:25:55 - ~Target=Unknown:xxxxxxxxxxxx@(Ln.10000@Gradwell Communications)

 

[Burt99]

Registrar address from Trunk config

sip.trunk.gradwell.com

This was filled in automatically as part of the config process as was the DID

 

[YiannisH_3CX]

sip.trunk.gradwell.com

Ok this is the correct one.

Did you add your PBX IP in the Gradwell portal? Unfortunately we do not have access to the portal anymore so can't help very much with that but we do have some instructions here.

replaced my trunk and only phone number with xxxx but does this have any relevance
i called the the mobile 3CX softphone to the trunk number (i.e.. where xxxx is )

01/12/2021 11:25:55 - ~Target=Unknown:xxxxxxxxxxxx@(Ln.10000@Gradwell Communications)

Not sure what you mean by this. Did you call the trunk number from the 3CX app? So you called the PBX from the PBX?

Let me tell you the easy way to check if calls are reaching your system. Navigate to Dashboard / Activity log / Settings and set the logging level to verbose if you have not done so already.
Then hit the "Filter" button and expand the "Search by call" drop down menu. There should be a number there is there were previous calls made. Leave everything else as default. So the date should not be selected and the "Search by extension" filed should show "All extensions".

Now make a call from your mobile number (not the 3CX app) to the trunk. Once it fails look at the "Search by call" field. Did the number increase by 1? You may need to refresh the page to get the updated info.

If it does increase then the call made it to the system. Select the last call and check for an error.

 

[Burt99]

Looking at the Gradwell Control Panel it is nothing like the info on this suggested config page

https://www.3cx.com/docs/gradwell-uk-sip-trunk/


I can't find anywhere to add my Pi PBX IP address the inbound config is this




I have replaced my initials with the "KK"

XXXXX-YYYYY is the phone/trunk number. The "destination" after the @ symbol is part of the FQDN I got when I registered with 3CX to get the key to install the PBX

 

[Burt99]

Ok this is the correct one.

Did you add your PBX IP in the Gradwell portal? Unfortunately we do not have access to the portal anymore so can't help very much with that but we do have some instructions here.


Not sure what you mean by this. Did you call the trunk number from the 3CX app? So you called the PBX from the PBX?

Let me tell you the easy way to check if calls are reaching your system. Navigate to Dashboard / Activity log / Settings and set the logging level to verbose if you have not done so already.
Then hit the "Filter" button and expand the "Search by call" drop down menu. There should be a number there is there were previous calls made. Leave everything else as default. So the date should not be selected and the "Search by extension" filed should show "All extensions".

Now make a call from your mobile number (not the 3CX app) to the trunk. Once it fails look at the "Search by call" field. Did the number increase by 1? You may need to refresh the page to get the updated info.

If it does increase then the call made it to the system. Select the last call and check for an error.

Yes I called the PBX from the PBX, using softphone on mobile to all the DID.

 

[Burt99]

Ok this is the correct one.

Did you add your PBX IP in the Gradwell portal? Unfortunately we do not have access to the portal anymore so can't help very much with that but we do have some instructions here.


Not sure what you mean by this. Did you call the trunk number from the 3CX app? So you called the PBX from the PBX?

Let me tell you the easy way to check if calls are reaching your system. Navigate to Dashboard / Activity log / Settings and set the logging level to verbose if you have not done so already.
Then hit the "Filter" button and expand the "Search by call" drop down menu. There should be a number there is there were previous calls made. Leave everything else as default. So the date should not be selected and the "Search by extension" filed should show "All extensions".

Now make a call from your mobile number (not the 3CX app) to the trunk. Once it fails look at the "Search by call" field. Did the number increase by 1? You may need to refresh the page to get the updated info.

If it does increase then the call made it to the system. Select the last call and check for an error.

Verbose on Under "filter" "Search by call" there are no calls.
Calling in from mobile (not 3CX app) nothing appears in the "Search by call field"

 

[YiannisH_3CX]

So it looks like the call is not even hitting the PBX.

XXXXX-YYYYY is the phone/trunk number. The "destination" after the @ symbol is part of the FQDN I got when I registered with 3CX to get the key to install the PBX

That looks correct. After the @ you should see your PBX FQDN and perhaps you should add the SIP port of the PBX. So it should look like [email protected]:5060.
Try and see if it makes any difference.

In the meantime I will try to contact Gradwell to see if they can provide any insights.

 

[Burt99]

So it looks like the call is not even hitting the PBX.


That looks correct. After the @ you should see your PBX FQDN and perhaps you should add the SIP port of the PBX. So it should look like [email protected]:5060.
Try and see if it makes any difference.

In the meantime I will try to contact Gradwell to see if they can provide any insights.

A good idea to add the port but alas it didn't work.
I have no idea how long the config change takes to come into effect, I left this five minutes.
I also set the SBC Profile to disabled again, this too made no difference.

Next possibility is to just delete the config and re apply, I will try this later today.

My overall feeling is that something isn't enabled/configured/allowed in the background as from a fixed line the result is, it rings, immediately there is a click and a blank tone, no message about not in service etc.

 

[YiannisH_3CX]

I think its a good idea to rebuild the config just in case while we wait for a reply from Gradwell.

 

[Burt99]

Hold on to your hats.....
The info from Gradwell on the config was wrong.
The FQDN from 3CX as created during the config was burt-andrews.3cx.uk

The info to configure the "Inbound was supplied as sip:[email protected]

I ADDED the burt- so it becomes sip:111111.2222@burt-andrews.3cx.uk

Called the number and it rings

I am not sure if I should have know to edit what they supplied ? :-(

 

[YiannisH_3CX]

Well perhaps they mistyped it at the beginning. Glad to see you were able to sort it out. So everything works now?