Solved Outbound calls not made

[YWiegman]

Hi guys,

I have a question about an issue i'm having since about a week.
The outbound calls from one of the sites we manage is not making any calls. We're using a Gigaset N870 DECT system with a 3CX SBC installed on a Windows device.
Both the SIP Trunk and the SBC are up and there are more then enough lines available to the customer.

However, since about a week the client is unable to make any outbound calls from their location. When I troubleshoot using a softphone on a Windows device it makes the call just fine the first time around, but after that first call i'm unable to make any more calls.
When using the Activity Log i'm not even seeing the second call show up.

The network is not configured to block any outbound traffic and inbound calls work without problems. Also, making internal calls to the same location doesn't work.

Stuff we've tried:
1. Reconfigure SBC
2. Reprovision the extension (After that, the first call works fine again, the second one doesn't go out or show up in the Activity Log).
3. Softphone installed at another location (different WAN), it works just fine.
4. DECT rebooted
5. Softphone using WiFi and cable (neither works).

We're at a loss here. Anybody have any tips on what to try?

Aditional: when using Wireshark we're seeing a lot of error 407 (Proxy authentication required). We've never had that with any other clients, but might have something to do with it.

 

[ChrisC_3CX]

To first gather a bit more information.

The outbound calls from one of the sites we manage is not making any calls

The network is not configured to block any outbound traffic and inbound calls work without problems. Also, making internal calls to the same location doesn't work.

Please clarify on the following:

You say that Outbound calls (calls to external numbers) from that site do not work. However, what happens in the following scenarios?

• Does an internal call (extension to extension) work when calling from an extension of that site to another extension on that same site?

• Does an internal call (extension to extension) work when calling from an extension of that site to another extension NOT on that same site?

• Does an internal call (extension to extension) work when calling from an extension NOT on that site to another extension on that site?

• Does an external incoming call that gets routed to an extension that resides on that site work?

You go on to say that the issue is also affecting the 3CX Apps on that site, meaning that this is not limited to the 3CX SBC only and suggesting more of a network related issue. Have any changes been made to that site in regards to network configuration recently? I have to say that this sounds like you might have to investigate further on the network level. Maybe performing a packet capture on both ends (PBX and site) might shed some light on the matter.

 

[YWiegman]

Thank you for the reply! I will try to elaborate.

• Does an internal call (extension to extension) work when calling from an extension of that site to another extension on that same site? No, this doesnt work.

Does an internal call (extension to extension) work when calling from an extension of that site to another extension NOT on that same site? This only works the first time. After the first time, it doesnt work and the call doesn't even show up in the Activity Log.

• Does an internal call (extension to extension) work when calling from an extension NOT on that site to another extension on that site? Internal inbound calls work fine.

• Does an external incoming call that gets routed to an extension that resides on that site work? Yes, this works.

My guess would be that this is indeed inside the network, and not necesarily in the 3CX configuration. Do you have any tips or tricks that I could look into?

Aditional: when using Wireshark we're seeing a lot of error 407 (Proxy authentication required). We've never had that with any other clients, but might have something to do with it.

Thanks for the help anyway!

 

[ChrisC_3CX]

My guess would be that this is indeed inside the network, and not necesarily in the 3CX configuration. Do you have any tips or tricks that I could look into?

Before we go into this, it just occurred to me that you mentioned only the 3CX softphone as the other 3CX app being tested. By softphone are you referring to the 3CX Windows App?


If yes, could you also give the 3CX Webclient a try and let me know if you get the same results? I'm asking this mainly because the 3CX Windows App and the 3CX SBC both use the 3CX Tunnel meaning that we might be able to narrow this down.

Also, what version of 3CX are you running, is it v16.0.8.9 or 18.0.1.237?

 

[Obeya Digital Solutions]

Are the extensions on the issue site in a VLAN?
How look the Firewall check? Green or red?
Is the SBC in 'SIP Trunks' green and up?
Look at uptime. Maybe the SBC goes up and down.
Are the extension provisioned on the correct SBC IP? (Provisioning Method = SBC Direct)

 

[YWiegman]

Hi guys!

Little update from the issue.
We rebooted the router and it just went back to normal. Was an internal networking issue after all.
When we were testing yesterday we were testing remote and forgot the first step of networking troubleshooting, just turn it off and on again.

Thank you for taking the time to think with me! Appreciate it!

 

[ChrisC_3CX]

Excellent news! Happy to hear you've reached a resolution!