Outbound calls from mobile phones

[danien]

Hello,
I've happily set up a 3cx server and configured it here in my office. All has worked well.
I can receive external calls to all phones (android/iphone included).
I can make external calls from the windows based soft phone and from a cisco VOIP phone i have.
I can make and receive internal calls from all handsets (iphone and android included) from both inside and outside the LAN.
However I cannot make external calls from the app on Android or iPhone regardless of whether I am on local LAN or external.

The 3CX logs show:
SIP Server/Call Manager ID: 12294
Call or Registration to 0248xxxxxx@(Ln.10000@iiNet) has failed. 203.55.231.200 replied: 404 Not found; from IP:203.55.231.200:5060

The mobile phone apps were fairly flaky for the last couple of days (with internal calls) but this morning I upgraded to the new release (which I can't actually see the number now, but was released 30 Aug 2018. I think V16.) And they are a lot better.

Given that I can make and receive calls from other handsets I don't think it's a port issue.
Given that the call is getting all the way to the SIP server I don't think it's an internal issue at all.
But I can't work out why a call from a mobile phone is that different to a call from the windows based softphone or the handset.

Any help much appreciated.

Danien.

 

[Saqqara]

Have your ran the firewall check ? , any errors

If port 5090 open on the firewall, as the mobile apps use this port - https://www.3cx.com/docs/ports/

Have you unticked 'Block Remote Tunnel Connections' under Options tab for the extension.

As you have upgraded, try sending the welcome email again to import the latest config file

 

[danien]

Hi. Thanks for the prompt response.
Yes. I've done the firewall check. No errors.
Yes 5090 is open.
Block remote tunnel connections is unticked.
I've hit the reprovision button in the app but I'm wondering if I need to uninstall reinstall.
The device that are working were added to the system after upgrade. The ones that aren't working were part of the system prior to upgrade.
Let me try that and report back.

Regards
D.

 

[danien]

No. An uninstall, reinstall, re provision of the android app did not solve the problem.
If the call is failing at the ISP (404 - not found) then I'm assuming its not a firewall/ port issue.
Except maybe a port specific to android and iphone for outgoing calls that is not used for other devices/ softphones?

D.

 

[Saqqara]

Have you tried provisioning the phones again, by scanning the QBR code with is available in the welcome email.

Resend the welcome email

 

[danien]

When I uninstalled and reinstalled the app on the mobile phone I had to re provision. I used the QR code in the web management console.
But also resent the welcome email and used that.
Neither helped. Still cannot make outgoing call.

 

[danien]

Interestingly, in the phones list on the management console, the windows softphone and the cisco handset are there consistently and are not in bold.
The mobile apps are sometimes listed there, sometimes not. Sometimes listed as 'new' sometimes listed as 'provisioned'.
I think this indicates some bugs or errors somewhere,

 

[YiannisH_3CX]

Interestingly, in the phones list on the management console, the windows softphone and the cisco handset are there consistently and are not in bold.
The mobile apps are sometimes listed there, sometimes not. Sometimes listed as 'new' sometimes listed as 'provisioned'.
I think this indicates some bugs or errors somewhere,

Please note that while the windows clients are registering to the PBX continuously as they are always on the mobile clients only register to the PBX while the app in the foreground. Once the app goes to the background it relies on Push to receive calls. So the fact that the clients do not appear registered does not indicate an issue.
Regarding the issue you are facing, make sure that all calls use the same outbound rule to eliminate the possibility that calls get reformatted or any digits get deleted during calls. You could also run a wireshark capture on the PBX while trying a call and see what the PBX is sending to the provider and what is the difference compared to a working call.

 

[danien]

Hi, Thanks for the suggestion to use wireshark. See attached details of a successful and failed call.
They look the same to me. Should I be filtering for different content?
These results are by filtering to the ISP IP address.

 

[YiannisH_3CX]

You will actually need to expand the Invite messages for both calls and see the details in the SIP headers to see if there is a difference there. From the provided screenshots there are not a lot we can determine.

 

[danien]

Hi YiannsH.
I've reviewed the expanded data in WireShark and the detail of the 2 invites are identical, as are the 'Trying' responses from the server.
The two threads only differ where the server responds 404 'not found on the call originated from the mobile App and the call is connected on the call placed from the VOIP handset.

 

[danien]

[SOLVED]
I worked out that when placing a call from the android app, the call was being placed 'from'
sip:[outbound caller ID]@iinetphone.iinet.net.au:5060

whereas the handset was placing the call 'from'
sip:[SIP USER ID]@iinetphone.iinet.net.au:5060

When I deleted the outbound caller ID the call connected.

So I think this indicates there is a bug in the implementation somewhere. Anyone out there able to provide a workaround?

 

[YiannisH_3CX]

Glad to see the cause of the issue has been found. Does your provider accept different outbound caller IDs being sent? If you add the outbound caller ID to an extension using an IP phone does that work?