Polycom SS IP7000 can't dial outbound calls?

[shawhu]

Hi Guys,

Update:
Thanks for those who helped. I check the activity log. Here is what I found, it seems that...the outbound rule actually applied...
the activity log record reads:

07/17/2019 4:06:35 PM - Call to T:Line:10001>>013911111111@[Dev:sip:[email protected]:5060] from L:152.1[Extn:103] failed, cause: Cause: 480 Temporarily Unavailable/INVITE from 139.196.96.204:5060

What do you think? now I think it could be a codec issue? Possibly?

The original post
I've recently found a quite peculiar problem.
We have 2 Polycom IP7000 phones and a bunch of 3cx app (ios) users in our office. All works until yesterday I added 2 Sip trunks for outbound.
All 3cx app users are fine with the outbound calls but not the Polycom IP7000.

example number: 613711111111
From the log I can see that all the successful calls (made by ios 3cx apps) were correctly processed with the outbound rule. the To column shows the number that correctly processed by the outbound rule (stripped the first number and added prepend (0) using the example, the number is 013711111111
But those call from Polycom, on the other hand, haven't. The To column still shows the number as if it hasn't been processed by the outbound rule. Using the example number, here we should see exactly the same number 613711111111. and it failed calling

3 outbound rules that I setup
No.1 that all calls with prefix 6 should strip the first (6) and add a 0 and then callout,
No.2 is the same except the prefix is now #
No.3 says that all calling nubmers length greater than 5 should go.

3cx app users can do all three (types of calling), while the Polycoms can do none.

What I suspected is that the way Polycom IP7000 dial the number is different so it haven't been picked up by the outbound rule. But I'm not a expert of 3cx systems I need help troubleshooting this issue.

What should I do next to fix this?
all help appreciated and thanks in adv!

 

[Saqqara]

You need to look at the activity log, and see what number is be passed to 3CX from the IP700 and make the necessary adjustments to the outbound rules.

 

[shawhu]

You need to look at the activity log, and see what number is be passed to 3CX from the IP700 and make the necessary adjustments to the outbound rules.

thanks for the reply I would do this next but before that, it's still quite strange, you see one of my rules says all calls with a length of 4-15 should match...and it didn't have any other limiting factors as exts or ext groups, all empty. I wonder why this won't be applied...but you are right, I should have go check the activity log later...it just logically it doesn't compute, I can't think of a situation that render this behavior valid.

 

[Saqqara]

If the IP700 is passing a format of telephone number that 3CX does not understand (or your trunk provider)- it does not matter if you have an outbound length of 4-15

i.e. IP700 is dialling with prefix +, you do not have a rule for this - your provider may not understand + and this has to be replaced with 00. It would pass the outbound rule of 4-15 but the call will fail as it sip provider does not understand +

As above look at the activity log, to see what number is being passed to 3CX

 

[shawhu]

If the IP700 is passing a format of telephone number that 3CX does not understand (or your trunk provider)- it does not matter if you have an outbound length of 4-15

i.e. IP700 is dialling with prefix +, you do not have a rule for this.

I see your point, and thanks for the help! really. But again, all 3cx app users' calls are fine. Only Polycom IP7000 phones can't make outbound calls...There's no + prefix. The same number can be called with 3cx app, but it can't with Polycom. That's the strange part of this issue. unfortunately.

 

[JohnS_3CX]

Hi shawhu

You can run a quick capture via the management console and dial a number on the polycom.

End the capture and check it to see what the invite to the PBX actually contains, or at least what the polycom replies to the PBX when challenged for authentication