"Ring Mobile Simultaneously" drops call when ext to ext...

[Erik Nathe]

We have been working on this issue for quite sometime now and have exhausted all possible issues with out SIP provider. I am hoping someone can give us some guidance... Here's the issue:

When dialing ext to ext the call drops and never rings the users cell. It is quickly followed by an email with the below message.

Call or Registration to 12021234567@(Ln.10001@NexVortex) failed.
100.200.300.45 replied: 500 Service Unavailable; from IP:100.200.300.45:5060

If we change the "From : User Part" header to "OutboundCallerID" Then the calls do not get dropped for ext to ext. However, the caller ID that shows on the users cell phone is their own desk number about half the time and the other half it is the actual callers number.

Our SIP provider has suggested setting a rule that recognizes an extension being routed to the nexVortex trunk and immediately overrides it with caller ID rather than sending an extension and asking the trunk to determine what should be passed to them.

I have played around with the outbound rules and not had any success...

 

[leejor]

Obviously an invalid PSTN number (extension number?) is being sent, that is being rejected by your provider.
What is it that you wish to be displayed, for this call type? The outbound caller ID assigned to the originator, the outbound caller ID assigned to the extension doing the forwarding, or your "main" number?

At this point, unfortunately, there is not an option to override the caller ID, by using some special routing, as suggested by your provider. What is sent, is chosen in the trunk outbound parameters. These settings will affect other call types as well.

It sounds as if you have been doing some testing by changing the required parameters (you may still have not found the right combination) , but I'm surprised that you are getting different results half of the time. That should remain constant. There may be some other variable involved.

 

[Kevin@voxtelesys]

Sounds like a trunk setting problem, I just tested with our SIP trunk (Voxtelesys) and the ring my mobile with no issues.

Since it looks like NexVortex is not a supported vendor (from what I can find) you will have to work with them to get the settings correct. Can you check your call records?

 

[Erik Nathe]

Obviously an invalid PSTN number (extension number?) is being sent, that is being rejected by your provider.
What is it that you wish to be displayed, for this call type? The outbound caller ID assigned to the originator, the outbound caller ID assigned to the extension doing the forwarding, or your "main" number?

At this point, unfortunately, there is not an option to override the caller ID, by using some special routing, as suggested by your provider. What is sent, is chosen in the trunk outbound parameters. These settings will affect other call types as well.

It sounds as if you have been doing some testing by changing the required parameters (you may still have not found the right combination) , but I'm surprised that you are getting different results half of the time. That should remain constant. There may be some other variable involved.

We want the originators caller ID to show. So if an external number calls one of our lines it simultaneously rings the cell with that callers ID. We CAN accomplish that when the "From : User Part" header is set to "OriginatorCallerID") but then internal ext to ext calls get dropped because a 3 digit number cannot be forwarded. Here is the full email they sent me:


"3CX is sending us an invalid header when it generates the outbound attempt on ext to ext calls. Because an extension does not have inherent caller ID on LAN to LAN calls, the Caller ID Headers are perfectly OK not being modified by the PBX when calls remain ext to ext. This does become an issue if the calls reach us in that format because upstream carriers have to mitigate fraud on their network, and rejecting calls with invalid CID is one way they can accomplish that.

I was able to find an example from today to share with you:

2020-10-26 08:05:10 -0500 : 35.196.105.141:5060 -> nV Proxy
INVITE sip:[email protected] SIP/2.0
From: "Erik Nathe"<sip:[email protected]>;tag=5c3b520d
Remote-Party-ID: <sip:[email protected]:5060>;party=calling
Call-ID: NjXmBDN0eo1frA7ZqosZDQ

I'm not sure if this is one of the attempts you made because I don't have the time stamp, but it demonstrates the issue I'm describing. Because the user parts are not populated with a valid 10 or 11 digit number, this call was rejected upstream. As all carriers continue to get better at tracking down outbound fraud, it's likely this will be come more of an issue as time goes on. Is there a way to override caller ID when the PBX passes an extension to the nexVortex Trunk?"

 

[leejor]

Does extension 625 have a 10 (or 11) digit, outbound caller ID, set against it?

And , yes, this is an issue which, for many, began about a year ago.

If NexVortex allows you to establish a second trunk group (sub-account), it could be set to only display the "main" number. However this would happen whether it were an internal or external number being forwarded.

 

[Erik Nathe]

It does. Now again though, that was from when we had the "From : User Part" set to "OriginatorCallerId" which then sends the 3 digit extension...

 

[leejor]

I have to think that if this were common, there would be many complaints of calls failing, because of the attempt to send the 3 or 4 digit extension number when forwarding calls to a mobile. This is why people choose to use supported providers, as these things are tested.

There are a number of parameters dealing with caller ID in the outbound trunk settings, and it can be very different from provider to provider. You may be lucky, and another 3CX forum member, using NexVortex, may post their settings for you to try, or you may just have to keep trying various combinations, in the hopes that one works.

 

[Erik Nathe]

This was NexVortex's latest reply below. Can anyone verify that when they have the "Ring my mobile simultaneously" that is sends the 3 digit extension?

"This is not a 3CX to nexVortex issue. There is nothing at the carrier level that we are doing to your caller ID to cause the intermittent failures on ext to ext calls. You need to send us valid Caller ID, and this is going to be the case for any carrier you do business with. If the originator of the call is an extension, then the extensions valid 10 or 11 digit caller ID must be sent to us by your 3CX on the outbound leg, which means the adjustment needs to be made there.

What are the caller ID settings for your extensions? Can you also share the settings you have for the forwarding rule? I'm happy to review any screenshots you can share with"

 

[Kevin@voxtelesys]

This was NexVortex's latest reply below. Can anyone verify that when they have the "Ring my mobile simultaneously" that is sends the 3 digit extension?

"This is not a 3CX to nexVortex issue. There is nothing at the carrier level that we are doing to your caller ID to cause the intermittent failures on ext to ext calls. You need to send us valid Caller ID, and this is going to be the case for any carrier you do business with. If the originator of the call is an extension, then the extensions valid 10 or 11 digit caller ID must be sent to us by your 3CX on the outbound leg, which means the adjustment needs to be made there.

What are the caller ID settings for your extensions? Can you also share the settings you have for the forwarding rule? I'm happy to review any screenshots you can share with"

As mentioned before it is likely a trunk setting on your 3CX. Since nexvortex is not a supported carrier you will have to play with the settings or find someone willing to share their settings that works.

or add a carrier that is supported to handle your transfer

or switch completely to a supported carrier

*edit: When I enable ring my mobile I get the originators caller ID.

 

[Erik Nathe]

As mentioned before it is likely a trunk setting on your 3CX. Since nexvortex is not a supported carrier you will have to play with the settings or find someone willing to share their settings that works.

or add a carrier that is supported to handle your transfer

or switch completely to a supported carrier

*edit: When I enable ring my mobile I get the originators caller ID.

But when you call ext to ext what shows on the mobile phones caller ID? I need to show NexVortex that this is an issue with them and not the PBX.

Because the issue is when we have the "From" header set to "OriginatorsCallerId" then we DO get the correct caller ID on the mobile but then the ext to ext calls get dropped. NexVortex is saying this is an issue with how the caller ID is forwarded to the mobile phone, that no carrier will allow a 3 or 4 digit extension to be forwarded to the mobile and it needs to be the full 10 or 11 digit number. I know for a fact we have had it working for many years where just the extension would forward to the mobile just fine.

We have set the trunk settings to what NexVortex has suggested, to no avail. I have also previously posted to get others settings but have not come back with a response. We would like to avoid changing carriers, which is why I have posted here.

 

[Kevin@voxtelesys]

What does the header look like when it leaves your 3CX? The example above posted looks like you were passing extension 625 in the from field.

 

[cobaltit]

Because the issue is when we have the "From" header set to "OriginatorsCallerId" then we DO get the correct caller ID on the mobile but then the ext to ext calls get dropped. NexVortex is saying this is an issue with how the caller ID is forwarded to the mobile phone, that no carrier will allow a 3 or 4 digit extension to be forwarded to the mobile and it needs to be the full 10 or 11 digit number. I know for a fact we have had it working for many years where just the extension would forward to the mobile just fine.

I'm so confused. So you're saying with this setting that when extension A calls extension B and extension B has ring mobile simultaneously that the call either calls extension B but doesn't ring the mobile because of the aforementioned caller-id issue, or it rings the mobile showing the correct caller-id (which is the trunk?) but drops on extension B? What does drop mean? It doesn't ring at all? It rings once and then stops? Extension to extension calls stay local to the PBX and wouldn't touch the trunk so if the current configuration allows the correct caller-id to pass then I'd focus on why extension B drops since that's internal.

We have set the trunk settings to what NexVortex has suggested, to no avail. I have also previously posted to get others settings but have not come back with a response. We would like to avoid changing carriers, which is why I have posted here.

It sounds like you'd also like this to work. So I guess in absence of a solution you'll have to decide which is more important to you.

 

[Erik Nathe]

I'm so confused. So you're saying with this setting that when extension A calls extension B and extension B has ring mobile simultaneously that the call either calls extension B but doesn't ring the mobile because of the aforementioned caller-id issue, or it rings the mobile showing the correct caller-id (which is the trunk?) but drops on extension B? What does drop mean? It doesn't ring at all? It rings once and then stops? Extension to extension calls stay local to the PBX and wouldn't touch the trunk so if the current configuration allows the correct caller-id to pass then I'd focus on why extension B drops since that's internal.


It sounds like you'd also like this to work. So I guess in absence of a solution you'll have to decide which is more important to you.

Sorry I was trying to re-explain to the other guy cause it didn't sound like he got the full issue and was only looking at part of it. The issue changes depending on what Outbound parameters we have set. So I will start with our original settings (that used to work fine) and then go from there.
With "Ring My Mobile Simultaneously" On and Original Outbound Parameter settings: "From : User Part" set to "OriginatorCallerId"
If Ext A call Ext B the call end's after a split second and goes to VM. It never rings the mobile. (According to Nexvortex this is because 3CX is sending just the 3 digit extension and that cannot be forwarded outside for fraud/spam issues).
BUT with these settings we do get calls from outside just fine. If a client calls my desk phone it rings both my desk and my cell AND it shows the correct caller ID every time.

After working with Nexvortex on this originally they said to set the Outbound parameters as follows:
"From : User Part" set to "OutboundCallerId" (Taken from the extensions settings) and "Remote Party ID - Calling Party : User Part" set to "OriginatorCallerID".
With this if Ext A calls Ext B it rings both the desk phone and mobile just fine (The mobile shows Ext A's "Outbound Caller ID" which is a full 10 digit number).
HOWEVER then we have an issue where if a outside caller calls my desk line it will ring both my desk and mobile BUT the caller ID on the mobile will only show their number about half the time. The other half it will show my own outbound caller ID..

Those are the issues. I am still working with NexVortex but they say that the issue (first issue) is that 3cx is sending the 3 digit extension to the mobile and that is not allowed by any carrier. So not I am hoping that someone with another carrier can chime in that it does work for ext to ext calls even though it's just a 3 (or 4) digit extension being sent to the mobile.

 

[Erik Nathe]

OK! I believe I came up with a fix for this. I set outbound rules in the Caller ID settings for the Sip Trunk so that any calls that are 3 digits and start with a 6 or 7 (our extensions start with a 6 or 7) will have the rest of the outbound caller ID prepended to the extension. Seems to be working great so far. Will test for a bit and be sure.