Outbound Calling

[Tony_91]

I am having issues with a 3cx on windows 10, on premise, version 16.0.8.9. the issue is the DID for the highschool you can call into and it works fine. But when you call out of that DID it gives the message " call cannot be established please contact the administrator." Any help would be much appreciated.

 

[Saqqara]

I would say this is a sip provider issue , as 3cx does not give you a message.

Check you are sending the correct number format that the sip provider is expecting

You configure the number using outbound rules https://www.3cx.com/docs/manual/sip-trunks/

 

[leejor]

when you call out of that DID it gives the message " call cannot be established please contact the administrator." Any help would be much appreciated.

With SIP trunks, using one provider, you will call out using an extension that has a DID number assigned, as outbound caller ID. So... the question is, is it only one extension that is having an issue, or all extensions?

Who is the provider that 3CX uses for outbound calling? From the message you described, it almost sounds as if you are routing into another PBX. If that is the case, then your outbound number (rules) will have to include any prefixes, that the other PBX requires.

 

[Tony_91]

With SIP trunks, using one provider, you will call out using an extension that has a DID number assigned, as outbound caller ID. So... the question is, is it only one extension that is having an issue, or all extensions?

Who is the provider that 3CX uses for outbound calling? From the message you described, it almost sounds as if you are routing into another PBX. If that is the case, then your outbound number (rules) will have to include any prefixes, that the other PBX requires.

It is with any extension that has that DID for caller ID. The thing is it just started a week or 2 ago and has been working fine for 2 years now its giving that message on that specific DID only. The SIP provider is Netlinks and they are saying its on the 3cx end.

 

[Tony_91]

After placing a call this is the error message I get on 3cx activity log.

• 
  Call or Registration to 8709332583@(Ln.10001@Netlink) has failed. 173.255.202.72 replied: 500 Service Unavailable; from IP:173.255.202.72:5060

 

[leejor]

The SIP provider is Netlinks and they are saying its on the 3cx end.

If they are so certain that it is a 3CX issue, then they should be able to tell you exactly what it is, that 3CX is sending, that they do not like, so you can correct it.

 

[Tony_91]

If they are so certain that it is a 3CX issue, then they should be able to tell you exactly what it is, that 3CX is sending, that they do not like, so you can correct it.

Well I agree but they are not, so I am trying to verify that it is them. It is just crazy to me that all other DID's on the same SIP trunk work fine but one.

 

[leejor]

Have you done a side-by-side comparison of the Activity Log, showing what is sent, for a working call, and the non-working extension?

 

[cobaltit]

Well you can always tell them if they can't help you, you will switch to a provider that can and see if that motivates them. But as @leejor mentions, if the problem is with a specific extension, I'd check the caller id set on that extension to make sure someone didn't change it