Outgoing Calls Failing

[BEGRAFX]

I am new to 3CX. I've recently set up my system, but I'm encountering a problem.

Let's see, to provide what I think is all the necessary details, according to my 3CX desktop, I am using v18.0 Update 2 (Build 314). My system is hosted on AWS/Amazon Chime.

The problem: I am able to RECEIVE calls, but when I attempt to place an outgoing call from any of the configured phones, it sits for several seconds showing "dialing" and then I get a fast busy signal, at the bottom of the screen I get a message with the 3CX logo and "Temporarily Unavailable", and the call ends. Checking the log I find:

01/20/2022 4:36:37 PM - Call to T:Line:10000>>###########@[Dev:sip:10000@##########.voiceconnector.chime.aws;transport=TCP] from L:16.1[Extn:1000] failed, cause: Cause: 400 Invalid to number/INVITE from 3.80.16.102:5060
01/20/2022 4:36:37 PM - [CM503003]: Call(C:16): Call to <sip:###########@##########.voiceconnector.chime.aws:0> has failed; Cause: 400 Invalid to number/INVITE from 3.80.16.102:5060

Oddly, attempts 5 minutes earlier (with nothing changed) result in the same error message, but ending with

failed, cause: Cause: 503 Transport failure: no transports left to try/INVITE from local

instead of 400.

I can call OUT without problem. I can call between extensions within the system without problem, it is only when I attempt to make an outgoing call, that I encounter this problem.

I'm not sure where to start, trying to resolve this. Any help is appreciated.

 

[YiannisH_3CX]

Hello @BEGRAFX

The error suggests that you are dialing the number in the wrong format. If you are using Amazon Chime all numbers must be dialed in the E164 format (+1XXXXXXXXXXX).
Also make sure you follow the instructions in this guide and disable the E164 settings of the PBX if you are still having issues.

 

[BEGRAFX]

Thank you, @YiannisH_3CX. I have tried a variety of formats. I have tried:

9XXXYYYYYYY -- Result: The "400" errors shown above.
91XXXYYYYYYY -- Result: The "400" errors shown above.
1XXXYYYYYYY -- Result: (01/21/2022 10:12:04 AM - [Flow] Target endpoint for 1XXXYYYYYYY can not be built!)
YYYYYYY -- Result: (01/21/2022 10:14:17 AM - [Flow] Target endpoint for YYYYYYY can not be built!)
XXXYYYYYYY -- Result: (01/21/2022 10:15:16 AM - [Flow] Target endpoint for XXXYYYYYYY can not be built!)

(where XXX represents the Area Code and YYYYYYY is the seven-digit number)

My "Outbound Rule" is set up as:

Apply this rule to these calls

Calls to numbers starting with prefix: 9

The other options in that section are left blank. Under the "Make outbound calls on" section, Route 1 selects my Amazon Chime Voice Connector. "Strip Digits" is 1, and I have left the remaining fields blank, as we are now required to enter the area code on all calls.

 

[leejor]

You strip 1 digit (the 9), but will need to prefix with +. When you dial a number with a leading +, the next digit(s) are going to be the country code, which for North America, will be the 1.

You can also explore setting up the E164 options in 3CX.

The first two attempts, above, match the outbound rules, the remaining attempts do not.

 

[BEGRAFX]

I have added the + in the Prepend field. Now when I attempt to place an outgoing call I get:

failed, cause: Cause: 401 Unauthorized/INVITE from 3.80.16.102:5060

 

[leejor]

That could be be for a numer of reasons, it isn't specific. It could be a problem with the caller ID you are sending, or the number you are sending may still not be completely correct. What does the Activity Log now look like for a call sent to your provider?

 

[BEGRAFX]

Attempting to make a call, dialing:

91XXXYYYYYYY

The Activity Log shows:

01/21/2022 11:44:40 AM - Call to T:Line:10000>>+1XXXYYYYYYY@[Dev:sip:10000@[Amazon identifier].voiceconnector.chime.aws;transport=TCP] from L:34.1[Extn:1301] failed, cause: Cause: 401 Unauthorized/INVITE from 3.80.16.102:5060

01/21/2022 11:44:40 AM - [CM503003]: Call(C:34): Call to <sip:+1XXXYYYYYYY@[Amazon identifier].voiceconnector.chime.aws:0> has failed; Cause: 401 Unauthorized/INVITE from 3.80.16.102:5060

 

[leejor]

As long as you are sending +1 and 10 digits for a North American call, the the sent number (I assume) is OK. You may have to contact them to ask what is incorrect. As I said previously, it may be the caller ID, you are sending. You would have to check to see, that it is what they expect to receive.

 

[BEGRAFX]

I have nothing in the "Outbound Caller ID" field.

 

[leejor]

That doesn't necessarily mean that you are not sending something incorrect. In fact putting an acceptable number, in the outbound rules, in the correct format will override any other number you may be sending.

Caller ID can also originate from the extension settings, trunk settings, or you may be attempting to send the extension number itself, depending on the outbound trunk settings. Normally, if you have not changed the default settings, this won't be an issue, but, caller Id is only one possible problem. As I said, to save yourself some time, you might want to see if the provider can assist.

 

[BEGRAFX]

So what is SUPPOSED to go in the "Outbound Caller ID" field? is that the Business name? Is that the phone number that I want someone receiving the call to see the call as coming from?

 

[leejor]

It will be numeric only. It is a field that allows you to send a specific caller ID, for outgoing calls on that trunk. In most cases, people will use that, on a second route, to override the DID number set against the extension, when they don't want that number showing. Some use it, with a specific prefix, to change caller ID to appear to be a local number. when calling certain areas.

You don't have to use it, and, depending on your provider, you may be limited in what number you can send. If they do allow you to change caller ID to what you desire, there is usually still a required format, for the number, or the call may be rejected.

 

[YiannisH_3CX]

I think you might have missed a few steps from the user guide. To get an unauthorized message it means that you either did not add your public IP in the allowed list or the credentials you have used when setting up the trunk are wrong. I would recommend going back and checking those 2 things first.