Unsupported PSTN call drops when I hit the other numbers IVR !!

[LS2106]

I have no problems with 3CX dialing or answering... expect one number that when I call it using 3CX via my Granstream ATA HT813 PSTN line, the other number rings, answers, I can hear the initial message, then i can hear the hold music but as soon as the other number is about to play out my queue position - i get disconnected. It only happens using 3CX - i can dial the other number using my Mobile (Cell/Handy depending which country you're from ), direct from my grandstream and other non 3CX devices.

Any ideas?
Thanks

Liam

 

[VasilisV_3CX]

Hi @LS2106,

To confirm, are you using the HT813 as a FXO, therefore the external call is going through the device?

The HT813 is not a supported gateway, therefore we're not in a position to say why it isn't working as expected.

 

[leejor]

Confirm, in the 3CX Activity Log that the Gateway is dropping the call. Once you know that is the case, then check to see if the gateway has an internal log. (haven't used that model), so I don't know if it does, or not.
If it does, it should show why the call dropped.

I suspect it to be one of a few of things...

Silence detection, is set incorrectly, and the gateway, for some reason thinks the call has ended.
The gateway is set to detect CPC, and your PSTN provider is sending a short disconnect (as is normally sent when the far end hangs up), for some reason.
Polarity reversal is being sent, and incorrectly detected, as a signal to drop the call.

Those are the only physical things, that I can see happening on a PSTN line causing a call to drop. This one number could be behaving differently because of a signal, sent back to your provider, who is simply passing it on to you, and your gateway is reacting to it.