Solved Outbound calls Server Internal Error 500

[XionicFire]

Hi,

We're trying to setup a cloud based PBX for Alestra, an ISP in Mexico, and we keep encountering this error when MAKING calls and can't figure out what the problem is, inbound calls work 100%.

Redacted Logs:

06/22/2018 7:40:25 PM - Leg L:6.1[Extn:001] is terminated: Cause: BYE from PBX
06/22/2018 7:40:24 PM - [CM503020]: Call(C:6): Normal call termination. Call originator: Extn:001. Reason: Server Failure
06/22/2018 7:40:24 PM - L:6.1[Extn:001] failed to reach Line:10000>>0181837xxxx, reason Server Failure
06/22/2018 7:40:24 PM - Leg L:6.2[Line:10000>>0181837xxxx] is terminated: Cause: 500 Server Internal Error/INVITE from 200.94.xxx.xxx:5060
06/22/2018 7:40:24 PM - Call to T:Line:10000>>0181837xxxx@[Dev:sip:[email protected]:5060] from L:6.1[Extn:001] failed, cause: Cause: 500 Server Internal Error/INVITE from 200.94.xxx.xxx:5060
06/22/2018 7:40:24 PM - [CM503003]: Call(C:6): Call to <sip:[email protected]:5060> has failed; Cause: 500 Server Internal Error/INVITE from 200.94.xxx.xxx:5060
06/22/2018 7:40:24 PM - [CM503025]: Call(C:6): Calling T:Line:10000>>0181837xxxx@[Dev:sip:[email protected]:5060] for L:6.1[Extn:001]

The redacted IP is the carriers server, ours do not show in the logs.

Thanks in advance!

PS the carrier settings template for Alestra are outdated and are not accurate, many modifications are required to make them work, also Alestra is now merged with Axtel so other settings changed there as well.

 

[cobaltit]

It seems 3CX doesn't like the response from Alestra. A Wireshark or verbose debug log would give more detail. Do you have any instances working with this carrier or is this your first setup with them. And is this v16?

 

[XionicFire]

Thanks for the response, I suspect is something with exit routes but the error is non specific and doesnt say anything else so we cant debug more, its odd.

Calls inbound and between extensions are working perfect its just outbound that's a problem

its 15.5, how do i get a verbose log?

 

[cobaltit]

In the activity log view click the 'Settings' button and select Verbose logging.

 

[XionicFire]

wow this verbose thing is awesome, as suspected seems its a route issue, but no matter what i try it does not work, any suggestions? numbers are normal 10 digit numbers and some special 13 digit ones sometimes

Heres the redacted data:

03/27/2019 6:07:33 PM - Leg L:63.1[Extn:6969] is terminated: Cause: BYE from PBX
03/27/2019 6:07:33 PM - Terminated from "USER1"<sip:6969@INTERNALPBXIP>;tag=izQ5etYWOQn3LSljFQyC4LtxS-pU7ivD to <sip:044811555XXXX@INTERNALPBXIP;tag3cx=ozprdtlb>;tag=337f410b; reason: Rejected
03/27/2019 6:07:33 PM - L:63.1[Extn:6969] Sending: OnSendResp Send 404/INVITE from 0.0.0.0:0 tid=Pj7PIcsY6MIsLYEa8sfT1upzaig7D4TLbs Call-ID=aRA28WJ9IOoAgWu95Q-PkAcYS7bGcVCW:
SIP/2.0 404 Not Found
Via: SIP/2.0/UDP 192.168.160.102:5060;rport=5060;branch=z9hG4bKPj7PIcsY6MIsLYEa8sfT1upzaig7D4TLbs
To: <sip:044811555XXXX@INTERNALPBXIP;tag3cx=ozprdtlb>;tag=337f410b
From: "USER1"<sip:6969@INTERNALPBXIP>;tag=izQ5etYWOQn3LSljFQyC4LtxS-pU7ivD
Call-ID: aRA28WJ9IOoAgWu95Q-PkAcYS7bGcVCW
CSeq: 2661 INVITE
Warning: 499 (SERVERHOSTNAME) "Not found"
Content-Length: 0

03/27/2019 6:07:33 PM - SendMsg from <sip:044811555XXXX@INTERNALPBXIP;tag3cx=ozprdtlb>;tag=337f410b to "USER1"<sip:6969@INTERNALPBXIP>;tag=izQ5etYWOQn3LSljFQyC4LtxS-pU7ivD
03/27/2019 6:07:33 PM - Call(C:63) is terminated
03/27/2019 6:07:33 PM - [CM503020]: Call(C:63): Normal call termination. Call originator: Extn:6969. Reason: Not found
03/27/2019 6:07:33 PM - [CM503016]: Call(C:63): Attempt to reach <sip:044811555XXXX@INTERNALPBXIP:5060> from Extn:6969 has failed. Reason: Not Found
03/27/2019 6:07:33 PM - [CM503014]: Call(C:63): No known route from Extn:6969 to target: <sip:044811555XXXX@INTERNALPBXIP:5060>
03/27/2019 6:07:33 PM - Call(C:63): from Extn:6969 to 044811555XXXX doesn't match any outbound rule. No outbound rule could be selected.
03/27/2019 6:07:33 PM - [Flow] Target endpoint for 044811555XXXX can not be built!
03/27/2019 6:07:33 PM - Looking for outbound rule: dialed = [044811555XXXX], processed: [044811555XXXX]; from-ext:
03/27/2019 6:07:33 PM - [Flow] Building target endpoint to 044811555XXXX from "USER1" <sip:6969@INTERNALPBXIP:5060>
03/27/2019 6:07:33 PM - [CM503010]: Call(C:63): Making route(s) from Extn:6969 to <sip:044811555XXXX@INTERNALPBXIP:5060>
03/27/2019 6:07:33 PM - Remote SDP is set for leg L:63.1[Extn:6969]
03/27/2019 6:07:33 PM - OnOffer from "USER1"<sip:6969@INTERNALPBXIP>;tag=izQ5etYWOQn3LSljFQyC4LtxS-pU7ivD
03/27/2019 6:07:33 PM - [CM505001]: Endpoint Extn:6969: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CXPhone for iPhone 15.5.18.472] PBX contact: [sip:6969@INTERNALPBXIP:5060]
03/27/2019 6:07:33 PM - Inbound DID: ''; Phonebook Name: ''
03/27/2019 6:07:33 PM - [CM500002]: Call(C:63): Info on incoming INVITE from Extn:6969:
Invite-IN Recv Req INVITE from 192.168.160.102:5060 tid=Pj7PIcsY6MIsLYEa8sfT1upzaig7D4TLbs Call-ID=aRA28WJ9IOoAgWu95Q-PkAcYS7bGcVCW:
INVITE sip:044811555XXXX@INTERNALPBXIP;tag3cx=ozprdtlb SIP/2.0
Via: SIP/2.0/UDP 192.168.160.102:5060;rport=5060;branch=z9hG4bKPj7PIcsY6MIsLYEa8sfT1upzaig7D4TLbs
Max-Forwards: 70
Contact: "USER1" <sip:[email protected]:5060;inst="9C04D0";rinstance=0-uhmx1jeugty7r4lrbteyorks6zlm1a.p;ob>
To: <sip:044811555XXXX@INTERNALPBXIP;tag3cx=ozprdtlb>
From: "USER1"<sip:6969@INTERNALPBXIP>;tag=izQ5etYWOQn3LSljFQyC4LtxS-pU7ivD
Call-ID: aRA28WJ9IOoAgWu95Q-PkAcYS7bGcVCW
CSeq: 2661 INVITE
Session-Expires: 1800
Min-SE: 90
Allow: PRACK, INVITE, ACK, BYE, CANCEL, UPDATE, INFO, SUBSCRIBE, NOTIFY, REFER, MESSAGE, OPTIONS
Content-Type: application/sdp
Proxy-Authorization: Digest username="USERSUSERNAME",realm="3CXPhoneSystem",nonce="414d53595c9c104568:e460e8dfc0a91265be67b6014496bd5e",uri="sip:044811555XXXX@INTERNALPBXIP;tag3cx=ozprdtlb",response="4c4c9b594f24839ecfe2da8b48667eab",algorithm=MD5
Supported: replaces, 100rel, timer, norefersub
User-Agent: 3CXPhone for iPhone 15.5.18.472
Content-Length: 366

v=0
o=- 3762720453 3762720453 IN IP4 192.168.160.102
s=pjmedia
b=AS:84
t=0 0
a=X-nat:0
m=audio 4006 RTP/AVP 3 18 0 8 9 101
c=IN IP4 192.168.160.102
b=TIAS:64000
b=AS:84
a=rtcp:4007
a=sendrecv
a=rtpmap:3 GSM/8000
a=rtpmap:18 G729/8000
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:9 G722/8000
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-15
03/27/2019 6:07:33 PM - [CM503001]: Call(C:63): Incoming call from Extn:6969 to <sip:044811555XXXX@INTERNALPBXIP:5060>
03/27/2019 6:07:33 PM - Outbound URI is used: sip:[email protected]:5060;rinstance=0-uhmx1jeugty7r4lrbteyorks6zlm1a.p;ob;inst="9C04D0"
03/27/2019 6:07:33 PM - IncomingCall: C:63 from <sip:6969@INTERNALPBXIP:5060> to <sip:044811555XXXX@INTERNALPBXIP:5060>
03/27/2019 6:07:33 PM - Added leg L:C:63.1[No endpoint yet]
03/27/2019 6:07:33 PM - Timezone offset: -360 min.
03/27/2019 6:07:33 PM - Call from "USER1"<sip:6969@INTERNALPBXIP>;tag=izQ5etYWOQn3LSljFQyC4LtxS-pU7ivD to <sip:044811555XXXX@INTERNALPBXIP;tag3cx=ozprdtlb>;tag=337f410b

 

[cobaltit]

What do you have in your outbound rules currently?

 

[YiannisH_3CX]

03/27/2019 6:07:33 PM - Call(C:63): from Extn:6969 to 044811555XXXX doesn't match any outbound rule. No outbound rule could be selected.

It looks like the PBX cannot match the call to an outbound rule. what kind of restrictions do you have in your outbound rules currently?

 

[XionicFire]

found the problem, it was twofold

First routes, I had to create a route with ONLY this on it:

Calls to Numbers with a length of
10
Exit trough:
TRUNK

also on top of that we needed to set the trunk settings to this:


Unless you set everything EXACTLY to that it wont work, posting here for future people with a similar problem, and thank you all for the assistance