Solved outbound and inbound calls not working anymore

[Julia Stephex]

We have a hosted 3CX running for years (we keep it up-to-date). Now outbound calls are not working and inbound are connecting to the voicemail without first ringing the user. This is the case for everyone in the company. Internal calls to extensions do work.

I enabled verbose logging and tried to call to the outside and vice versa, the log is attached to this thread.
I tried restarting the server and services. A network test withing 3CX was also OK.

Are there any other things we can try?

With best regards

 

[Alphabetic]

I would run a trace and see what the invite format is for your calls.

 

[JohnS_3CX]

Hi,

Are you sure the system has not been set to "Out of office hours" ?

If you have this option below enabled, and the system is indeed set to out-of-office, then it would easily explain what you described.

 

[Julia Stephex]

Hi,

Are you sure the system has not been set to "Out of office hours" ?

If you have this option below enabled, and the system is indeed set to out-of-office, then it would easily explain what you described.

View attachment 30148

I checked the option but it's not enabled.

 

[Julia Stephex]

I would run a trace and see what the invite format is for your calls.

Where is the option to trace a call?

Thanks in advance

 

[Alphabetic]

Where is the option to trace a call?

Thanks in advance

https://www.3cx.com/docs/capture-network-traffic/

 

[JohnS_3CX]

We have a hosted 3CX running for years (we keep it up-to-date). Now outbound calls are not working and inbound are connecting to the voicemail without first ringing the user. This is the case for everyone in the company.

Which trunk provider do you use for external calls? Check the SIP trunks page of 3CX to see if it is actually up or down.

What voicemail message? The one 3CX plays, or one that your provider plays?

 

[Julia Stephex]

Which trunk provider do you use for external calls? Check the SIP trunks page of 3CX to see if it is actually up or down.

What voicemail message? The one 3CX plays, or one that your provider plays?

SIP are all up. Voicemail says that the number we're trying to reach is not in service.

 

[Julia Stephex]

https://www.3cx.com/docs/capture-network-traffic/

I have started the capture and tried to call an external number a couple of times then stopped the capture. I don't see anything inherently bad but this is not my area of expertise. What do I look out for?

 

[it_dept]

I have a similar problem. Local calls don't work. If I call the same number with the country prefix upfront it works. Any ideas?

 

[JohnS_3CX]

Voicemail says that the number we're trying to reach is not in service.

Ok this is coming from your trunk provider because 3CX does not have such an audio message.

I think you should contact your provider now and report this.

 

[JohnS_3CX]

I have a similar problem. Local calls don't work. If I call the same number with the country prefix upfront it works. Any ideas?

Please start a new thread in the sip trunks section
https://www.3cx.com/community/forums/sip-trunking.76/

 

[Alphabetic]

I have started the capture and tried to call an external number a couple of times then stopped the capture. I don't see anything inherently bad but this is not my area of expertise. What do I look out for?

Firstly confirm with your SIP provider all is working fine.

if yes then you need to look at what your SIP provider is sending you vs what 3CX is set up to receive

 

[Julia Stephex]

We found the cause. the service with the provider was disabled because usage was above the provisioned amount of our security deposit. We increased that and the service was enabled again.

Thanks for the help everyone

 

[JohnS_3CX]

Glad to hear you found the cause!