PBX Delivers Audio Option Breaks IVR Dialing

[redbudindustries]

We are doing some testing to fix an issue with one of our outbound SIP trunk and tried enabling the Advanced Option "PBX Delivers Audio" to see if it would help. It didn't fix our issue and produced an negative side effect. This trunk is our in our main inbound SIP and when we turn on that option the IVR dial options don't respond or if they do there is a substantial delay.
Can anyone explain why this would happen?

 

[Evolute IT]

We are doing some testing to fix an issue with one of our outbound SIP trunk and tried enabling the Advanced Option "PBX Delivers Audio" to see if it would help. It didn't fix our issue and produced an negative side effect. This trunk is our in our main inbound SIP and when we turn on that option the IVR dial options don't respond or if they do there is a substantial delay.
Can anyone explain why this would happen?

If you are using an official supported SIP trunk, DO NOT TOUCH those options. There is a reason it is unchecked.

What is the issue you were trying to fix?

 

[redbudindustries]

If you are using an official supported SIP trunk, DO NOT TOUCH those options. There is a reason it is unchecked.

What is the issue you were trying to fix?

We use Net2Phone for our main outbound and a SIP trunk from a local provider as our Incoming. We are having trouble making local calls over net2phone so we were going to route them to use the local Trunk. When we attempt to make outbound calls on that trunk we get a 403 forbidden error. I have been working with a support tech from that trunk provider and a captures shows that during the invitation our Via header address is our local pbx address instead of the external static IP. If we turn on the option to "put public IP in SIP VIA Header" outbound works but inbound calls don't ring and there is no sound on the caller side.

 

[Evolute IT]

We use Net2Phone for our main outbound and a SIP trunk from a local provider as our Incoming. We are having trouble making local calls over net2phone so we were going to route them to use the local Trunk. When we attempt to make outbound calls on that trunk we get a 403 forbidden error. I have been working with a support tech from that trunk provider and a captures shows that during the invitation our Via header address is our local pbx address instead of the external static IP. If we turn on the option to "put public IP in SIP VIA Header" outbound works but inbound calls don't ring and there is no sound on the caller side.

Are your inbound/outbound routes well configured? Also, you can disable inbound or outbound call for a trunk too to make sure it doesn't try on it.

Are you using the the same DID for both? Inbound should not be affected by your outbound "Put Public IP in SIP VIA" if it's a separate trunk.

 

[Evolute IT]

You can also try enabling "Call Source Identification" under "Inbound Parameters" for the incoming trunk and see if this fixes the issue.

 

[redbudindustries]

Are your inbound/outbound routes well configured? Also, you can disable inbound or outbound call for a trunk too to make sure it doesn't try on it.

Are you using the the same DID for both? Inbound should not be affected by your outbound "Put Public IP in SIP VIA" if it's a separate trunk.

We only have 1 DID on the trunk so using it for both in and out. We ended up fixing the trunk issue today. When our trunk first got set up it was doing its authentication directly to the switching infrastructure. Both sides of the trunk were trying to Auth at the same time and one would always fail. The Provider migrated us to their newer SIP routing appliance and we updated our trunk settings to match. Now we have a single point of Auth instead of one for each side.
Thanks for your help @Frederick Marcoux.

 

[JohnS_3CX]

Actually, PBX Delivers audio is on by default when setting a generic trunk. This ensures that the PBX functions as intended rather than allowing your phones to speak to the provider directly (which might break some features or audio or cause undesired effects).

In your case I imagine you are retiring net2phone altogether, and wish yo use a single trunk (your local provider as you say) for both in/outbound calls.

On thing I did not quite understand about the IVR issue, do you mean if you call another company and navigate their IVR or do you mean your own internal IVRs broke?

 

[redbudindustries]

Actually, PBX Delivers audio is on by default when setting a generic trunk. This ensures that the PBX functions as intended rather than allowing your phones to speak to the provider directly (which might break some features or audio or cause undesired effects).

In your case I imagine you are retiring net2phone altogether, and wish yo use a single trunk (your local provider as you say) for both in/outbound calls.

On thing I did not quite understand about the IVR issue, do you mean if you call another company and navigate their IVR or do you mean your own internal IVRs broke?

We are keeping Net2Phone for long distance and other non-local calls because the cost is much better.

Sorry for not being clear. I was talking about our own IVR. We got some complaints from customers calling in that the dial by name function and other dial options were not working. I called in using my cell phone a couple times and confirmed the issue. the Auto Attendant script would play and you could press the numbers and receive a response tone, but nothing would happen. The only change we had recently left in place was that option, and when I turned it off the IVR responded normally. I tried turning it back on and re-register the trunk and the issue came back, so I turned the option off again.

 

[JohnS_3CX]

Is your local provider supported by 3CX or were they set up as a generic trunk?

This is bit of a strange one because PBX Delivers audio should not really play a part here.

I would run a capture with it on, and another capture with it off to see how your provider forwards DTMF, and dial in externally to select some IVR options. You can PM me if you like to look further into this specific issue.