Outbound redirects not answered and lost more log details required

[oakley]

I have a number that is redirected to an external number for all inbound. Generally the calls go out and are connected but there are a number I see in the logs where it shows as not answered. I asked my gateway provider to check they are recving these calls and what they did with them. They checked their logs and advised that none of the calls I gave as examples were recvd by their gateway. Is there any detailed logging I can look at and send that will show the gateway conversation that took place for these calls? The regular log display does not give sufficient info to see the header details for the calls.

 

[JohnS_3CX]

Hi @oakley

You can start by enabling Verbose logs in Activity Log settings.

The PBX might not have outbound rules for those specific numbers or maybe something else happened.

Logs should at least start pointing you to the right direction.

 

[oakley]

John
Thanks for the update. Where exactly is this setting as I cannot find it in the advanced settings section?

 

[JohnS_3CX]

Hi Just click Activity Log from the dashboard, then you will see a Settings button there, simply follow the instructions you see there

 

[oakley]

Thanks for the detail. I have now found it. I see there is the following for an outbound call that shows as not answered and did not arrive at the sip gateway we use

19/02/2020 10:47:31 - [Flow] Target endpoint for 441268923138 can not be built!

19/02/2020 10:47:31 - NAT/ALG check:L:1727.1[Line:10002<<+441303251779] REQUEST 'INVITE' - some of SIP/SDP headers may contain inconsistent information or modified by intermediate hop Media session IP ('c=' attribute) is not equal to the IP specified in contact header: Media session IP:185.158.58.6 Contact IP:185.158.58.7 Media session IP ('c=' attribute) is not equal to the SIP packet source(IPort): Media session IP: 185.158.58.6 Received from: 185.158.58.7

 

[JohnS_3CX]

Firstly, establish what those 2 IPs are ending in 58.7 and 58.6

Is this a 3CX supported gateway? It may be doing something that is incompatible with the way the PBX works.

 

[JohnS_3CX]

Also please provide full details of your system as per here
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[oakley]

I called the gateway provider OrbTalk in the UK and they confirmed the ip address are their systems and they will look at the message to see if it points to an issue. I presume they have several gateway ips and load balance where this normally works as there are plenty of call going thru there might be one gateway returning something wrong. Just a guess as I have no idea about this SIP traffic. I have enabled verbose logging so maybe when it happens again there might be more to go on.

 

[JohnS_3CX]

Please confirm your 3CX version as per the link above on post #7

 

[oakley]

Version 16.0.493
Windows 2012 R2
Running locally in the office
Trunk provider is OrbTalk
Firewall checker failed
There are custom phone templates

 

[JohnS_3CX]

Did the SIP ALG test fail with result "detected" ?

 

[oakley]

Is this what you need? This is the results of the F/W test. We use a Cisco ASA5505
resolving 'sip-alg-detector.3cx.com'... done
testing 3CX SIP Server... done
stopping service... done
detecting SIP ALG... not detected
testing port 5060... done
starting service... done

 

[JohnS_3CX]

Please answer the below questions so we can better understand your example:

1. Did the firewall checker pass on all tests?
2. Did you setup your trunk as per our guide and template https://www.3cx.com/docs/orbtalk-uk-sip-trunk/
3. If you go to your trunks section and type 10002 in the searchbox, which trunk appears?
4. Is number 441268923138 the external destination you redirect to?
5. Is number +441303251779 the caller that failed to be redirected?

 

[oakley]

1. This is the result of the fw test attached
2. The 3CX has been in operation for over 5 years and we have not checked anything after the initial install only applied upgrades. I will need to go thru the link and check to see if there is anything not complied to
3. The search shows the Orbtalk trunk
4. Yes this is the redirected number for all inbound calls to +441268724005
5. Yes this is the inbound number but it is not always the same. There are examples of anonymous calls having the same issue

Most calls go thu without issue

 

[JohnS_3CX]

1. You will have to ensure that full cone (or 'static') NAT Forwarding is applied to the whole RTP range of 9000-10999 as per our recommendation otherwise you may face issues.

2. Create open a new tab next to your existing management console, then make a new "fake" trunk with our template (Country: UK > Provider: Orbtalk) and compare your settings one by one, the template may have changed since 5 years ago and pre-existing trunks do not get updated when we release new templates in the Updates section. You can make a full backup of your system if you want, and then delete the old trunk and recreate it using the latest template included in your system. If anything should go wrong you can restore to the previous state.

As for the error [Flow] Target endpoint for 441268923138 can not be built! we cannot say for sure why this failed. If you have a specific caller that always fails, then we can investigate easier.

If not, then you can enable verbose logging, wait until this happens again, and then download then download the Support Info file for further analysis. You just need to see which number failed in order to track it down in the logs.

 

[oakley]

Thank you for the update and suggestion. I will look at the creation of a new dummy trunk to see if there are differences. Would you like me to send the support info file on here or direct by email?

 

[JohnS_3CX]

That might not be necessary, It can be analyzed via the Bin Log viewer.
https://www.3cx.com/docs/3cx-log-viewer/

Once you isolate a single call from the logs its becomes much easier to see how the PBX made the decision to stop processing the one specific call.

 

[oakley]

OK I will download this and see what can be found

 

[oakley]

I have not had time to go thru the new trunk docs and set this up. However, I have discovered that any anonymous call recvd on one inbound number always give the caller Called number does not exist. I have several DDI that do recv anonymous calls and these are connected without issue. Is there a way to reject anonymous call on a particular inbound number as this might have been setup?

 

[JohnS_3CX]

Yes, for example this https://www.3cx.com/docs/trap-and-block-anonymous-callers/