Solved Ring Mobile Simultaneously goes straight to Voicemail...

[Erik Nathe]

I have searched high and low for this issue and while I found several with the same or similar issue, no resolutions...

We have most of our users set up with "Ring my mobile simultaneously". It has worked fine up until today when enabled that same setting for a user that is going to be working from home for awhile. Now if I call ANY user with this setting enabled it rings 1/2 time then goes straight to voicemail. I tried turning it off for the user I just set it up for and continue to have the issue for everyone else. This is a very important function for our company and I am not sure what else to do... Any suggestions on where to start?

I get this email anytime it fails:
Call or Registration to 1813951****@(Ln.10001@NexVortex) has failed.

104.***.***.**:5060 replied: 500 Service Unavailable; from IP:104.***.***.**:5060

 

[leejor]

If the full Activity Log shows that reason for the call going to VM is the ring my mobile leg, and that is the log you are getting each time, then there would seem to be an issue with your provider, and either the digits sent, or the outbound caller ID you are sending. You might consider having them look into this to confirm before spending a lot of time troubleshooting.

Are you modifying incoming caller ID, then passing back out again , making the number non-standard? Does your provider allow to to sent the original callers number?

 

[Erik Nathe]

Thanks so much for the response! I am in contact with them as well, but trying to cover all my basis.

We are not modifying the inbound ID and I will be sure to ask about whether we can have the original callers number be display (if I am understanding correctly!)

 

[Erik Nathe]

Just did some more testing. It only happens when dialing a users extension internally. If I call a user from my cell phone it goes through to both their desk and mobile perfectly. But if I call the users extension from my desk phone it cuts straight to voicemail after half a ring.

 

[leejor]

...and what caller ID is being sent out to the mobile...the extension number?

 

[Erik Nathe]

It is the extension number. The SIP provider just emailed me this:
"Looks like the majority of calls to the mobile number are only sending three digits instead of a valid Caller ID, possibly just the extension. Our downstream gateways reject these calls with a service unavailable due to the invalid Caller ID.

A few calls did complete to the mobile, passing 12242579503 and 8135435612 in the from user part. Please adjust your outbound parameters to pass 10 or 11 digits in the from user part, then retest and let me know."

I believe he means the "From: User Part" Outbound parameter but I don't understand what he is saying to change it to...

 

[JohnS_3CX]

What does the user have here?

 

[Erik Nathe]

A 10 digit mobile number

 

[JohnS_3CX]

Are you currently using a supported provider or 3rd party?

 

[Erik Nathe]

AHA!! So I just added an outbound rule. when it's a 3 digit number (our extensions are 3 digits) it adds the full DID number to the front of it (11 digits total including the "1"). Seems to work just fine!

 

[Erik Nathe]

Ok... I spoke too soon. It seems to work a couple of times and now is having the same problem
EDIT: This makes no sense... When I check the box for "Ring Mobile Simultaneously" for one more user then we currently have, it stops working for everyone... then when I remove that user it works fine.

 

[JohnS_3CX]

You might want to check what you are sending out as @leejor said above.
This can be done via capture, to be 100% sure what invite gets sent out

If your not using a supported provider the Trunk>Outbound Parameters may need to be revised, along with your Outbound Rules (if needed)

 

[Erik Nathe]

It is NexVortex. They used to be supported but I don't believe they are any longer. Where I am confused is what Outbound parameter to change and what to change it to.

It is also very odd that it is currently working perfectly fine for all the users that have "Ring mobile simultaneously" set up. But as soon as I add another it stops working for everyone...

EDIT: And not it has stopped working for everyone again...

 

[JohnS_3CX]

I think this depends on the provider, they will have to tell you what they want you to send, and in which field to send it.

If you will go into this direction to troubleshoot, they will have to show you what you are sending wrong in a WireShark capture. You can then modify the relevant parameter and run your own capture to see if you send it the way they want. This takes some time to master, but once done you can ensure that you are sending whatever the provider expects to see.

 

[Erik Nathe]

Ok I think we have it now. From: Userpart changed to Outbound Caller ID from extension settings.

Thanks guys!

 

[leejor]

Do you, or did you try, use/using, the full DID number in the extensions Outbound Caller ID setting?

 

[Erik Nathe]

Yes, that is set up there. But in the Outbound Parameters it was sending just the extension, so once I changed that to use the Outbound Caller ID setting it works beautifully.

All good now. Thanks a million!