Outgoing calls on two trunks

[MSC Andrew]

I am using hosted 3cx and VoIP.ms is my sip trunk provider. I have two numbers, one is our flooring company line and the other is an electrical company line. We have the two companies in the same office. A couple phones will be dedicated to the electrical company and the rest to the flooring company. We have a few flooring support staff people that are also support staff for the electrical company so I want them to be able to call out on the electrical line sometimes.

I added the electrical line (DID) to a sub VoIP.ms account so that I can add it as a separate SIP trunk. In 3cx, I have the two sip trunks added. I have three outbound rules set, one to direct all floors phones to the floors trunk, one to direct the electrical phones to their trunk, and one so that the flooring stuff can diel 9 and call out on the electrical line.



My problem is this, I am getting a 403 forbidden response from VoIP.ms on one line or the other and it's switching once in a while.

Right now I can call out on a floors extension by dialing 9 and a 10 digit number so it goes out on the electrical trunk, but I can't call out using the floors trunk. Last night it was the opposite.

I have seen other posts where outbound rules seem to be working sporadically.

Any help would be much appreciated.

Thank you,
Andrew

 

[Kevin@voxtelesys]

Kind of hard to tell without seeing the guts of the rules. First thing is to verify the call records, are you striping the 9? Sending a valid caller ID?

 

[MSC Andrew]

I am stripping the 9 and sending valid CID.

Here is the correspondence I got from VoIP.ms on the 403 error.

A 403 response would be related to the authentication of outbound call invites, I suggest you check the format in which these are being sent. The format our server is expecting to receive is the following

Contact: < sip:[sipaccount]@[your_IP]:5060;transport=UDP >

From: "CallerID Name"< sip:[sipaccount]@[server].voip.ms;transport=UDP >;tag=b227be76

To: < sip:[Number]@[server].voip.ms;transport=UDP >

Any different format, specially one that is missing the 'sipaccount' in the 'Contact' or 'From' portions of the invite would not be authenticated correctly, and our server would send a 403 response.

In my logs it looks like my sip account is being replaced with 10000?

10/28/2020 12:59:57 PM - [CM503025]: Call(C:321): Calling T:Line:10000>>810xxxxxxx@[Dev:sip:[email protected]:5060] for L:321.1[Extn:100]

 

[Kevin@voxtelesys]

What happens if you dial over each trunk individually? As long as the trunk is registered and accepting calls it should not matter if you use a prefix or not. I am not affiliated with the carrier you are using but speaking from my experience with our own carrier network.

 

[rgruber]

Maybe you are over thinking this. Just change the outbound caller ID at the user level of the individuals at the extensions for the electrical line. You can still have the two numbers coming in and the caller ID will be shown to the receptionist as to what lines she has coming in and how to answer. If you have any questions on how to set it up, let me know please.

 

[MSC Andrew]

What happens if you dial over each trunk individually? As long as the trunk is registered and accepting calls it should not matter if you use a prefix or not. I am not affiliated with the carrier you are using but speaking from my experience with our own carrier network.

I still have problems with one or the other. Never both at the same time. Both trunks show registered.

 

[MSC Andrew]

Maybe you are over thinking this. Just change the outbound caller ID at the user level of the individuals at the extensions for the electrical line. You can still have the two numbers coming in and the caller ID will be shown to the receptionist as to what lines she has coming in and how to answer. If you have any questions on how to set it up, let me know please.

Nope, not overthinking it. I have 3 or 4 people that support two seperate companies that need to be able to call out using either companies phone numbers. I have the incoming calls figured out and working just fine. If you are able to help with the outgoing calls that would be great. Thank you.

 

[rgruber]

What version of 3CX are you on? Also, try to use 8 for one trunk and 9 for the other. In addition, you may have to use a separate trunk provider. Your provider may be having a hard time trying to route the call correctly. You mentioned a sub account situation with your provider, that may be the issue.

 

[Kevin@voxtelesys]

If you can dial over both trunks in a regular format NPANXXYYYY then it is not the trunk, unless the carrier is having issues.

Regular dialing: 10-11 digit rule, no prefix, no stripping = Trunk 1
9 dialing: 11-12 digit rule, 9 prefix, 1 number stripping = Trunk 2

 

[YiannisH_3CX]

If the outbound rules were working sporadically then you would not get a 403 from the provider as the call would not go out.
I am not sure why you are having this issue but a possibility is that this happens because you have 2 trunks registering from the same IP to the same provider and when a call is made the authentication fails because the provider's SBC confuses the registrations and its expecting one Auth ID while its receiving another. That would also explain why the problem goes back and forth between the 2 trunks.
From the PBX side you can check that the PBX is sending the calls out correctly through the correct trunk based on the outbound rules and that and it authenticates the correct trunk each time.
You can do so from the activity log if you set the logging level to verbose.

 

[leejor]

Check to see if your provider will allow you to register one of the trunks, to a different server. Some do have multiple servers available..

Then you might consider changing you outbound rules to not allow overflow from one trunk to another.

You could create a 9 prefix rule, that is only used by a certain group of extensions, so one rule for the Electrical company, and one for the Flooring company. Then create 2 additional rules that use 8 as a prefix, one for the extensions of each company. These would rouet to the other trunks, so that each group could choose to call out using the other companies trunk by dialling 8.

Of course you will have to consider other call types, like international, and short digit (411), type calls. You may have to create additional rules, specific to each extension group, to handle these.