Problem with SOME outgoing calls to 800/888 numbers

Discussion in '3CX Phone System - General' started by hweams, Jan 31, 2013.

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  1. hweams

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    Over the last month or so, we've experienced issues with outgoing calls to certain numbers, specifically toll-free numbers. It appears to be random, though consistent for the affected numbers. That is, if a number fails, no one can make the call. Those that go through, always go through.

    For example, both yesterday and today, I was able to place calls to 888 numbers for conference calls without any issues. However, today, a co-worker could not place an outgoing call to a different 888 number (nor could I went I tried from my extension). She was able to place the call successfully on her cell phone, btw. On the failed calls, the call will just appear to hang (no sound) for about 30 seconds and fail with a "Not Acceptable" message at the phone.

    Looking at the logs, the traces for the successful and failed calls are identical up to the [CM503025] entry. Then, after the log shows a failure after about 30 seconds saying "....failed, cause: Cause: 487 Request Terminated/INVITE from <our voip provider ip>:5060. The call log is below from the point where the traces differ, redacted somewhat ;)

    What I don't know is whether this is a 3CX issue or a VoIP provider issue, so I'm starting here.

    Any help would be greatly appreciated.

    Code:
    31-Jan-2013 14:34:01.052	L:818.1[Extn]: Terminating targets, reason:
    31-Jan-2013 14:34:01.052	Leg L:818.1[Extn] is terminated: Cause: BYE from PBX
    31-Jan-2013 14:34:01.052	L:818.1[Extn] Sending: OnSendResp Send 406/INVITE from 0.0.0.0:0 tid=-33c17781 Call-ID=50313150-32aaa495@172.16.10.132:
    			SIP/2.0 406 Not Acceptable
    			Via: SIP/2.0/UDP 172.16.10.132:5060;branch=z9hG4bK-33c17781
    			To: <sip:18887344783@172.16.10.13>;tag=3841cb46
    			From: "Lisa"<sip:15@172.16.10.13>;tag=1d07c21430a5aaa1o0
    			Call-ID: 50313150-32aaa495@172.16.10.132
    			CSeq: 102 INVITE
    			Warning: 499 phoneserver.mydomain.com "Terminated"
    			Content-Length: 0
    31-Jan-2013 14:34:01.046	[CM503020]: Call(C:818): Normal call termination. Call originator: Extn:15. Reason: Terminated
    31-Jan-2013 14:34:01.046	[CM503016]: Call(C:818): Attempt to reach <sip:18887344783@172.16.10.13:5060> from Extn:15 has failed. Reason: Request Terminated
    31-Jan-2013 14:34:01.046	L:818.1[Extn] failed to reach Line:10000>>18887344783, reason Request Terminated
    31-Jan-2013 14:34:01.046	Call to T:Line:10000>>18887344783@[Dev:sip:mydomain@<voip provider ip>:5060] from L:818.1[Extn] failed, cause: Cause: 487 Request Terminated/INVITE from <voip provider ip>:5060
    31-Jan-2013 14:33:28.461	[CM503025]: Call(C:818): Calling T:Line:10000>>18887344783@[Dev:sip:mydomain@<voip provider ip>:5060] for L:818.1[Extn]
    31-Jan-2013 14:33:28.386	[Flow] Call(C:818): making call from L:818.1[Extn] to T:Line:10000>>18887344783@[Dev:sip:mydomain@<voip provider ip>:5060]
     
  2. leejor

    leejor Well-Known Member

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    In the past, I've seen call problems to toll free numbers as a result of the particular caller ID being sent.

    Normally, you cannot block caller ID to a toll free number, the thinking being, that if the called party is paying for the call, they have a right to collect information on the caller, your phone number.

    If the number that you are sending, does not come through as a "normal" number, or is missing altogether, some destinations will reject the call.
     
  3. hweams

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    Thanks for the insight. I've verified that all of our extensions are configured to use our 10 digit, main number for outgoing caller ID (no non-numeric chars). Looking around, I don't see any other place to set this, such as at the VoIP Provider level, outbound rule, etc. Am I missing something?

    BTW, we are on v11.
     
  4. jpillow

    jpillow Well-Known Member

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    in the Windows Management Console---> trunks and VoIP Provider--->other options---outbound caller ID. This will not ony change caller ID for specific esteunsions dialing out but the entire system. I hope thatj helps!
     
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  5. jpillow

    jpillow Well-Known Member

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    in the Windows Management Console---> trunks and VoIP Provider--->other options---outbound caller ID. This will not ony change caller ID for specific esteunsions dialing out but the entire system. I hope thatj helps!
     
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  6. hweams

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    Thanks again for the help.

    Under our VoIP provider - Outbound Parameters tab, the From : Display Name and From : User Part are both set to the Outbound Caller Id for the extension (which is set to our company's main number)

    Under the VoIP Providers - <VoIP Provider> - Primary Number - "Edit Port" - Other Options group - OutBound Caller ID was set to the company name (not sure why). I changed this to the "Port identification" value (which is the main number with our provider, though not the "main" company number, if that makes any sense :))

    Still no joy.

    Could the issue be that the prefix is the same as that locally? That is the number being dialed is '888-743-XXXX' and 'AreaCode-743-XXXX' is for the town next door. I ask because research has shown that some people have experienced this issue with different providers.
     
  7. DBPlus2

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    We maybe experiencing a similar issue as yours...

    In our case, we are able to dial out successfully. But when we try to enter the conference PIN... some of the keys we press are received as if we pressed the keys twice. This only happens with a very select few 800 conference call providers. We have no issue with the majority of them. We believe the issue is that the providers are processing both In-Band and Out-of-Band tones thus they "hear" the one keyed tone twice. We are not sure what we can do on our side to make it work for these few companies. One trick which can work at times is to mute the phone before pressing the keys when entering the PIN. It is very frustrating for us when it occurs. Any suggestions would be appreciated. -David
     
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