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Phone still ringing after answer

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Andriy

Andriy

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Dear community,

I have three 3cx installations. 2 of them are working fine. 3rd one has this problem:
When I call the number on the 3cx installation in question and answer the call, the other phones on ringing group continue to ring. The calling phone still makes ringing sounds. And the phone that i picked up the call at does not make any sounds at all. As a result - i can not answer the call and talk.
When i try to make a call from the 3cx system in question - i am getting UNAVAILABEL message and nothing happens.

The problem happens with Windows Softphones and with 3cx app for android too, so this does not seem to be a hardware or firewall issue.

I am using 3CX v16 latest updates
latest Windows softphones
latest 3cx apps
Fanvil 3cx phones with latest firmware suppoted by 3cx.

Could you please give me any advise on this?
Thank you
 
And what is your setup? Are the phones local to the server? If not, do you use an SBC, STUN?

I'm going to assume that outgoing calls are working (since you didn't mention that), so going by your description, I'm going to take a guess that you are using STUN, but, may not have set-up either the remote router, or the set local ports , correctly. It sounds like messages are not getting back to the server,or the remote router may not be able to handle more than one or two sets with problems (and forwarding). Did you run the 3CX Firewall test successfully?

Please provide additional information.
 
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Hello

Sorry - i missed some details. The server is in Google cloud. and phones are connected via 3cx SBC, and i tried direct STUN too but no luck.

However, because I have the same problem with Windows app and with android app, i think it might not a network related issue.

anyway - please let me know you thoughts.
 
All the extensions appear online.

When i tried to call my mobile number - i got this error:

Call or Registration to 09098686111@(Ln.10000@Yuhigaoka) has failed. 0.0.0.0 replied: 408 Request Timeout; internal
 
And the Firewall test all passes?
 
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Yes - this was the first thing to check. Firewall is all green.
 
Dear Leejor,

Regarding outgoing calls - only working sometimes - but most of the times not.
As in my fist message - When i try to make a call from the 3cx system in question - i am getting UNAVAILABLE message and nothing happens.
 
Are you seeing anything in the Activity log when this happens? If not, the the call is not getting to 3CX, so....maybe an SBC issue? Perhaps the local router (swap out?), is it the same make router, same settings/firewall as at the other sites?

What you might think about doing, as a test. Create a clone of one of the working sites SBC and move it to this location (shut down the other while doing this). If issues still occure, then you know it is something at that specific site. This doesn't narrow it down too much as it could still be network, or a hardware issue.
 
Dear leejor,

Thank you for helping me out.
1) i will take your suggestion and try to take my setup to working location to see if it works.

2) can you please let me know - even if my router settings are not ok, i still should be able to use my Windows application and android application? they are not dependent on router settings is that correct or am i wrong?

3) i can see the incoming calls in activity log and the systems seems to be receiving the calls, because the phones actually ring.

4) I have found that after rebooting 3cx outgoing calls work until i receive an incoming call. After that - outgoing calls do not work anymore.
 
Here is the error I am getting on outgoing call in Activity log.

07/01/2019 2:23:10 AM - Call to T:Line:10000>>09098686111@[Dev:sip:[email protected]:5060] from L:14.1[Extn:04] failed, cause: Cause: 408 Request Timeout/INVITE from local


07/01/2019 2:23:10 AM - Exception: ParseException ../../rutil/ParseBuffer.hxx:230, Parse failed unexpected eof in context: 09098686111 ^ @ ../../rutil/ParseBuffer.hxx:230
 
And here is the Activity log on incoming call:

07/01/2019 2:29:37 AM - Call to T:RingAll:80@[Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5060] from L:18.1[Line:10000<<09098686157] failed, cause: Cause: 486 Busy Here/INVITE from 127.0.0.1:5080


07/01/2019 2:29:37 AM - [CM503003]: Call(C:18): Call to <sip:[email protected]:5060> has failed; Cause: 486 Busy Here/INVITE from 127.0.0.1:5080

07/01/2019 2:29:21 AM - [CM503003]: Call(C:17): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5080
 
Maybe there is a problem with server configuration? I used PBX express.
 
Andriy said:
2) can you please let me know - even if my router settings are not ok, i still should be able to use my Windows application and android application? they are not dependent on router settings is that correct or am i wrong?
Click to expand...
If the Windows phpne is set to use the SBC, then if it still fails, it will probably pnly prove it is not a set issue. You could try using STUN with the Windows phone and bypass the SBC. It sounds as if some messgaes are not getting back to 3CX in their entirety.
 
Anything is possible, but, as you have other, workiing installations, you could do some substitution to try to narrow down where the issue lies.
 
Dear Eddv123 and Leejor

1) My softphone (Windows 3cx client) and android app are setup as they would uusually be setup by 3cx. Not STUN or SBC involved. I just install the app, and open configuration file that is incluided in the email.

2) it seems like when I call a number on 3cx (incoming call) the call is added to a queue or smth. When I answer the incoming call on one phone, i still hear ringing sounds on the phone i call from, and then next phone on 3cx start riinging. I will try wireshark - never used it before though so will need some time to get familiar.

3) I took the phones to my location where everything works - and everything works when I connect to working installation and does not work when i connect to installation in question.

4) I am using a SIP trunk of course to make and receive calls. This is a SIP trunk from the same provider that i use for other 2 installations that are working fine.

thank you
 
Dear community

After a lot of testing - i was able to narrow this down a little bit.
  1. Main DID is working fine - for both incoming and outgoing
  2. Secondary DID - works fine for outgoing calls

i believe this confirms that there are not firewall or network problems

However, when I place a call from my mobile to the secondary DID and answer the call - my mobile continues to give ringing sounds - and the phone where I answered the call (Windows Client, android app or Fanvil x3) look if they answered the call, seconds start to count, but of course no sound either way. My mobile does not see that the call was answered and continues to ring. Than the next phone connected to 3cx starts to ring too.

Does this mean i have a problem with Inbound rules or iinbound DID or smth?
Thank you
 
Here is the error I am getting when calling secondary DID

07/01/2019 1:50:09 PM - [CM503021]: Call(C:22): ACK is not received from sip:[email protected]


Primary DID works fine.
 
ACK issues will usually affect all calls , over a trunk to a provider, not individual DIDs riding on that trunk group. What will affect DIDs are the inbound rules. That is used by 3CX to match (an exact match to the DID number being sent by your provider), then route to the required destination.

Looking quickly over the log (delete that, as it contains a lot of info that should not be public), the only thing that I saw go by, that may indicate an issue, was a media not supported,message. I assume there are no Codec restrictions/limitations on your devices.
 
Thank you for reply. Sorry, i forgot to modify private info.
I have two DIDs and same Inbound rules for them. Outgoing calls work on both of them. Inbound calls work only for one DID. One DID can accept calls on every device the other one can not accept calls on those very same devices. I feel really puzzled now, cause there normally should not be any difference between the two.

I guess it is not ACK or network, but some settings in Inbound Rules or smth very simple... :(

Inbound rules also seem to work - because the call is forwarded to correct destination based on DID, the only problem is I can not answer it.
 
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