Phone System V9 SP4 - No incoming calls

[customhost]

Hi all,

after installing Service Pack 4 for the 3CX Phone System V9, I cannot receive incoming calls any more. The debug and error messages are displayed below (note that some values are changed for privacy reasons):

00:47:57.851  [CM505003]: Provider:[test_provider] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [cPBX 1.0] PBX contact: [sip:[email protected]:5060]
00:47:57.851  [CM503001]: Call(1): Incoming call from 01725XXXXX@(Ln.10000@test_provider) to <sip:[email protected]:5060>
00:47:57.726  [CM503008]: Call(1): Call is terminated
00:47:57.706  [CM503012]: Inbound out-of-office hours rule (unnamed) for 10000 forwards to DN:800
00:47:57.704  Looking for inbound target: called=100XXX; caller=01725XXXXX
00:47:57.702  [CM500002]: Info on incoming INVITE:
  INVITE sip:[email protected];rinstance=aee983434376a5d2 SIP/2.0
  Via: SIP/2.0/UDP 213.73.91.51:5060;branch=z9hG4bK-6098c0a45e4a57ab41c509a26fdbfaed
  Max-Forwards: 70
  Contact: "Anonymous"<sip:[email protected]:5060>
  To: <sip:[email protected]:5060;rinstance=aee983434376a5d2>
  From: <sip:[email protected]:5060>;tag=1ae37c72fb95bb5df42f94901c0d26d5
  Call-ID: [email protected]
  CSeq: 1733500 INVITE
  Expires: 240
  Allow: SUBSCRIBE, BYE, REFER, ACK, INVITE, NOTIFY, INFO, OPTIONS, CANCEL
  Supported: replaces
  User-Agent: cPBX 1.0
  Privacy: none
  Content-Length: 0

With just Service Pack 3 installed, everything was working fine.

Could somebody please help? I'm really helpless at the moment.

Thank you very much in advance!

Cheers,
Eric

 

[leejor]

It looks like it is going well up until the call forwards to ring group 800. What happens if you call 800 from an extension, does the call ring the members of the ring group or does it fail too? If it fails, then , look at the settings in the ring group.

 

[customhost]

It looks like it is going well up until the call forwards to ring group 800. What happens if you call 800 from an extension, does the call ring the members of the ring group or does it fail too? If it fails, then , look at the settings in the ring group.

Hi leejor,

thank you very much for your reply. I tried what you said and also changed the forwarding rules of my main extension to just ring my phone instead of connecting to a ring group but still with no success - the call is terminated even before my phone rings.

I think the actual problem is the very first line of the log: "Device info: Device Not Identified: User Agent not matched"
Could somebody please explain what this means exactly?

BTW, outbound calls work without any issues.

Thank you very much once again!

Cheers,
Eric

 

[mfm]

Hi,
That is not the problem, user agent not matched means that the PBX does not know what phone it is.

Im not sure what phone your using or if it is configured properly so what I would like you do is.

1. Set up a 3CX softphone and route all calls to it. Create a new extension for it.
2. If it is still failing, I would suggest you seek a higher level of paid support as we might need to take a close look at your coinfiguration.

 

[RichardCrabb1]

You did not say who the provider is. That could have a bearing on the problem. I suggest that you try with another provider who is known to work. For example, Voip Unlimited, VoipTalk, or Sipgate. There are templates available on the 3CX web site. If you need help with that then send me a private message. Also, as Leejor said try a 3CX softphone extension and direct incoming calls to that.

Kind regards
Richard Crabb