Outbound calls not working to certain number format

[Suri]

Hi,

We are running standard license version 16.0.619 on a debian install. We have been testing inbound and outbound with a provider and have found the following:

• Inbound calls work fine
• Outbound calls work to local numbers (We are based in Melbourne so this is the 8 digit number format)
• Outbound calls DO NOT work to mobile numbers (10 digit format) or to the same local number with the area code (03) added

We have tried calling the same number (lets assume it is 12345678) with and without 03. When dialing 12345678, the calls connects fine but when dialing 0312345678, we get a recording saying "You are unable to make this call, please contact your system administrator".

The logs look identical for both the calls, we tested with verbose logging enabled but there is not "Forbidden" or any other error with the 03 number. At the end, it says the call terminated because of the BYE from local for both the calls. The pcap logs also show the same results for both the numbers. There are no specific outbound rules for number formats, we rules are based on extension. If an allowed extension tries to make a call to any number, it should go through. The allowed country codes settings are correct and the outbound parameters on the sip trunk are left default. The extensions have the main trunk did set as caller id (we tested with no number for caller id but had the same result). The extensions do not have restrictions in terms of making outbound calls.

Could we please get some help with this issue?

 

[AWS2P]

can you share a screen copy of your outbound rules please?

 

[leejor]

If the 3CX Activity Log confirms both calls pass through your outbound rules and that you are sending both number formats to your provider (is the recording from your provider?), then you should probably contact them, to confirm that they do accept calls with the 03 prefix. Perhaps they require additional digits. SIP provider dialplan formats can be quite different from the local PSTN provider.

If required, you could have the outbound rules strip the 03, if dialled.

 

[Suri]

If the 3CX Activity Log confirms both calls pass through your outbound rules and that you are sending both number formats to your provider (is the recording from your provider?), then you should probably contact them, to confirm that they do accept calls with the 03 prefix. Perhaps they require additional digits. SIP provider dialplan formats can be quite different from the local PSTN provider.

If required, you could have the outbound rules strip the 03, if dialled.

Hi Leejor,

I have contacted the provider as well regarding this and am waiting on a response. From what the provider has given us, they accept both the local and national number format in the standard 8 or 10 digit. I wanted to check if it was something that could be from the 3CX side at the same time.

 

[Suri]

can you share a screen copy of your outbound rules please?

Hi,

I have attached the outbound rules image, Test is the sip trunk.

 

[Suri]

Our provider has got back saying they do accept both 8 and 10 digit number format. The voice recording that says "you are unable to make this call, please contact system administrator" sounds like the 3CX voice recording.

 

[leejor]

The outbound rule you posted has no parameters. other than being limited to two extensions, no number format (leading digits), and no digit length specified.

 

[Suri]

The outbound rule you posted has no parameters. other than being limited to two extensions, no number format (leading digits), and no digit length specified.

Yes which is why I said our system does not format the numbers in any way, the rules are only to allow certain extensions to make a call. Basically any call from these two extensions should be the same. That is why I could not figure out why it can dial 8 digit local number format but not the 10 digit national number format when the provider accepts both.

Stripping or adding numbers will not really help as the provider accepts the numbers in regular number format. That is why the outbound rules are left the way they are (also since this is a test instance).

 

[cobaltit]

An actual log snippet would help but your description sounds like it is going out to the provider and then not completing. The local bye is you hanging up after hearing the message more than likely. I'm not sure what the guessing is about. Get the provider on the phone, make a call that doesn't work, and then ask them if they saw the attempt. They will most likely say yes and you need to make this change. Or simply make a rule to strip down 10 digit calls to 8 digits if they both work (no idea if that is actually feasible in your country)

 

[AWS2P]

Stripping or adding numbers will not really help as the provider accepts the numbers in regular number format. That is why the outbound rules are left the way they are (also since this is a test instance).

have you made a try, setting lenght for example to 2-14 digits in your outbound rule

 

[leejor]

As a test, change the rule to numbers that begin with 03, and are 10 digits long, strip 0 digits. See if that works. If not, change the rule to strip 2 digits (the 03). Check the Activity Log to confirm that the Test rule is being chosen.

Place this test rule above your "normal" catch all rule.

I'm wondering if 0312345678 is being seen by 3CX as an international number and therefore blocked.

 

[Suri]

As a test, change the rule to numbers that begin with 03, and are 10 digits long, strip 0 digits. See if that works. If not, change the rule to strip 2 digits (the 03). Check the Activity Log to confirm that the Test rule is being chosen.

Place this test rule above your "normal" catch all rule.

I'm wondering if 0312345678 is being seen by 3CX as an international number and therefore blocked.

Hi Leejor,

I have attached a log file for the calls, there is a description that represents which number format it is dialing. When the final number is 8 digit format, the call goes through, rest of the times "you are unable to place this call" message.

 

[Suri]

have you made a try, setting lenght for example to 2-14 digits in your outbound rule

Hi aws2p,

I have tried as you suggested but had same results. Sorry for the late response, I did not have a chance to perform the tests during the weekend.

 

[Suri]

An actual log snippet would help but your description sounds like it is going out to the provider and then not completing. The local bye is you hanging up after hearing the message more than likely. I'm not sure what the guessing is about. Get the provider on the phone, make a call that doesn't work, and then ask them if they saw the attempt. They will most likely say yes and you need to make this change. Or simply make a rule to strip down 10 digit calls to 8 digits if they both work (no idea if that is actually feasible in your country)

Hi Cobaltit,

I have posted the log below in another reply. From what I understand from the logs, the call flow outbound looks identical. I have been talking to the provider (talking as in sending the logs and tcmdumps of the calls, haven't actually talked to the voice team as I have been in contact with just the provisioning team) and this was their feedback:

"Requires all outbound calls from the customer‟s PBX to be signaled from a valid 10 digit number associated with the service.

Number to local can be 8/10 and E.164 format not supported and use domain *provider_domain* "

As a test, I turned off E 164 processing in 3cx to see if that would help but same results. The 10 digit number signaling is also being done with the valid number since 8 digit numbers are working fine. I have asked them the difference in the way they receive the numbers but they haven't given us an answer yet.

I just wanted to check the possible reasons behind the "unable to place this call" recording since it sounded like 3cx recording.

 

[leejor]

"Requires all outbound calls from the customer‟s PBX to be signaled from a valid 10 digit number associated with the service.

I take this to mean that your caller ID must be a valid number 10 digit number, that you have obtained from your provider. Nothing to do with the number of digits you are dialling. In other words, they do not allow you to spoof caller ID.

The log you posted does appear to be identical, in that both calls go to the provider. They are not sending a rejection SIP message, so, at this point I'm going to assume that the recording is coming from them. Can they confirm this, or monitor a failing call, to see what is reached at their end?

 

[Suri]

I take this to mean that your caller ID must be a valid number 10 digit number, that you have obtained from your provider. Nothing to do with the number of digits you are dialling. In other words, they do not allow you to spoof caller ID.

Te log you posted does appear to be identical, in that both calls go to the provider. They are not sending a rejection SIP message, so, at this point I'm going to assume that the recording is coming from them. Can they confirm this, or monitor a failing call, to see what is reached at their end?

Hi Leejor,

Yes, they mean the number that the call goes out from must be the same 10 digit number that we got from them which is being used correctly. I have not been able to get on the phone with them as I'm making these calls but have sent them all the logs and tcpdumps and asked them what the difference is (no response to this yet). I'll update this thread when I have more info from them, thank you for your help.

 

[Suri]

An update to this thread, I was finally able to get on the phone with support team of our provider and it was something they needed to fix on their end. They only allowed local calls (8 digit) not national calls until a checkbox was selected which they hadn't done. The support staff assumed that had been done as well so did not check for that before.

Thank you everyone for your suggestions and feedback, this issue has been resolved, not a 3cx issue though.