Problem with getting called or to call intl no. (Singapore)

[Palo Pillien]

Hi. Sorry for trouble guys but i need your help and i am a newbie on 3cx

We have already setup 3cx on our phones and IP Phone (Yealink T27G)
We also added Hoiio SG (not on the list, but Hoiio HK is) on the SIP trunk, got a green light, added DID, inbound and outbound rules, etc.

The problem is we can't call a number e.g. 65 xxxx 6248. it just keeps ringing

We can't received call also on the IP phone (000 extension)

badly need help. thanks in advance

 

[eddv123]

Hi Palo,

Check on the PBX, under Settings >> Security >> Allowed country codes that you have enabled that country code. As a test you could try allowing all Asia here and retesting.

The only other things it could be is your outbound rule or SIP trunking provider , you may wish to trace and see if the packets reach the trunk.

 

[Palo Pillien]

Hi eddv123. Thanks for your reply

We allowed Singapore on the allowed country codes. on our outbound rules, we put all extensions can call and selecting Hoiio SIP as Route 1-5

As for the tracing the trunk, i am not sure how to do that

 

[eddv123]

https://www.3cx.com/docs/collecting-logs-for-3cx-support/

Better yet you can also run the PCAP trace directly from the Activity log page now too. Just hit the "Capture" button.

 

[Palo Pillien]

Ok. Using my 3cx app on android, i tried calling 65 xxxx 0838 and the log shows this

05/04/2018 6:50:33 PM - [CM503003]: Call(C:118): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 61.93.226.18:5065

I dropped the call because it keeps ringing and goes to voicemail. it means that the call is routing to 000 extension right?

 

[eddv123]

I would take an estimated guess that 61.93.226.18 is your providers address, please confirm and if so I would contact them and find out why the request is not being processed by them.

 

[leejor]

Ok. Using my 3cx app on android, i tried calling 65 xxxx 0838 and the log shows this

05/04/2018 6:50:33 PM - [CM503003]: Call(C:118): Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 61.93.226.18:5065

I dropped the call because it keeps ringing and goes to voicemail. it means that the call is routing to 000 extension right?

I'm a bit confused...You say you are calling 65 xxxx 0838, yet the log shows a call to number 000 , then failing.
So...you dialled what, and it kept ringing, then goes to who's voicemail? Where does 000 get dialled?
Are your outbound rules processing the number correctly?

 

[Palo Pillien]

Under SIP Trunks > Hoiio SIP

 

[leejor]

You just posted incoming DID rules.

However, the log you posted "Call to <sip:[email protected]:5060> has failed; Cause: 487 Request Cancelled/INVITE from 61.93.226.18:5065"

Is an outgoing call to your provider, sending number 000, and it failed (probably because 000 is not seen as a valid number by your provider).

 

[eddv123]

Basically what Leejor is saying is create another extension (301 for example) and see if that works.

I have found extensions starting with 0 unfavourable for lots of things, 3CX custom apps and software is somewhere I have seen this also so definitely worth a try.

 

[leejor]

Well, not really. What I'm saying is that you are posting a log NOT related to the problem you are describing. The log looks to be an issue (why are you sending 000 to your provider?), but it is not a log showing an incoming DID call to 000.

You say you can't call your DID number, and that you don't get calls to your DID number. Can you call the number from a phone other than on 3CX? If you can, then it may be an outbound rule issue. If the called number just rings, or eventually goes to (3CX) voicemail, of extension 000, then it may be an inbound rule, or extension status issue.

Posting the correct Log, may show that