PBX receptionist goes straight to VM

[simplyict]

Hi,
So I have this 3CX instance, well several instances. but this is the only one doing it. as it uses the digital receptionist.
Every few weeks, for some unknown reason, The calls go straight to VM. nothing I seem to do gets it sorted apart from restore the last good backup done when it was working.
nothing has been changed.
I tried restarting the services that you would think were affected like IVR and sip and system and queue etc.
nothing.
Only thing that fixes it is the restore, everything works perfectly immediately.

Can anyone shed light on this and if they have seen anything similar.

 

[leejor]

Check the Activity Log when this happens, for any clues as to what might be happening to the call.
Do all services show as running on 3CX?
Does this happen on internal and external calls to the DR?

 

[simplyict]

Yes all services show as running.
I haven't seen anything really in the logs.
When it does fail. only external calls to the DR fail. internal still works fine.

I am still browsing logs.
It did happen again today. and I reset each service one by one and tested it each time.
When i reset the Sip service, it started working again.
I want to test that one again, so will wait for it to do it again. but does that give any clue?

 

[Pink_doggo]

Yes all services show as running.
I haven't seen anything really in the logs.
When it does fail. only external calls to the DR fail. internal still works fine.

I am still browsing logs.
It did happen again today. and I reset each service one by one and tested it each time.
When i reset the Sip service, it started working again.
I want to test that one again, so will wait for it to do it again. but does that give any clue?

So when the inbound rule is called is goes straight to the voicemail? Or is it after the digital receptionist.
You can also check the if the inbound rule has any setup for time that might explain something the VM.

 

[leejor]

If internal calls are still able to get through, then i have to assume it is a routing issue with external calls only. When this happens again, call in to the number not working, from a mobile, or landline. Then check the 3CX Activity log, (set to Verbose), to see what is happening with the call, and possibly, why.

 

[simplyict]

Hello and thanks.
I just had it happen again.
I checked it at 1pm today and all was good, Then the client rang me at 2:15pm and advised that it was going to voicemail. sure enough it was.
I restarted the sip server service which stopped and restarted several others and all good.
This happens regularly and without warning and the only way I know it happens is when the client gives me a call and is not happy.
I am checking the logs but in verbose mode it is quite extensive
. I will post the activity log and if someone can cast a wary eye over the timeframe from 1pm on the 15th to 2:20pm on the 1th and see something happening to the system that I can't.
It just does it by itself.

Ok this is interesting as when I restarted those services, The activity log cleared and reset. arrgg. why can't this data be sent to a syslog server.

 

[cobaltit]

You don't need the entire log. You just need to filter by call for one call when it works. Then when the client reports it you can call in yourself and look at the log for that call. Or generate a support package before restarting which should grab all the logs

 

[simplyict]

07/15/2022 2:53:43 PM - [CM504005]: Registration failed for: Lc:10000(@australian Phone Company[<sip:10000@**********:0/TCP>]); Cause: Cause: 408 Request Timeout/REGISTER from local

would this be the issue?
It is only happening to this client on Australian Phone Company.
several others are fine.

 

[simplyict]

how can i post a log when it gets deleted. sensitive data. apparently

 

[leejor]

The log you posted looks to be a trunk registration timeout/failure.