Solved Single extension cannot call externally

[IT-Steve]

Hi, a new employee's extension cannot call external numbers. The call rings, then gets a recording saying the call failed. He can receive incoming calls, and can send/receive calls to other extensions.

The low level log stated the extension has an inactive profile override. The verbose log is, well, very verbose. I compared the failed call with a 'good' call and this was the first point of difference. The italicized lines may hold the clue:

Failed call:
04/05/2022 9:01:21 AM - Call(C:14), Extn:7575 on exit: DlgInfo(14-5848/Early / I)
04/05/2022 9:01:21 AM - Call(C:14), Extn:7575 on entry: DlgInfo(14-5848/Initial / I)
04/05/2022 9:01:21 AM - Notify dialog-info: Extn:7575: sip:[email protected]:5063;rinstance=e1e8e477a2693d3a, Call(C:14)
04/05/2022 9:01:21 AM - L:14.1[Extn:7575]: Set UAS contact <sip127.0.0.1:5060/UDP>
04/05/2022 9:01:21 AM - L:14.1[Extn:7575]: PBX contact is defined by loopback source: 127.0.0.1:5063/UDP fk=15 tgt=
04/05/2022 9:01:21 AM - L:14.1[Extn:7575]: providing provisional response
04/05/2022 9:01:21 AM - L:14.1[Extn:7575] returns remote SDP:

Good call:
a=rtpmap:110 telephone-event/48000
a=rtpmap:126 telephone-event/8000
a=sendrecv
04/05/2022 9:18:48 AM - L:19.1[Extn:2757] MSEP([email protected]:5482) switched to Bound mode
04/05/2022 9:18:48 AM - L:19.1[Extn:2757]: Set UAS contact <sip127.0.0.1:5060/UDP>
04/05/2022 9:18:48 AM - L:19.1[Extn:2757]: PBX contact is defined by loopback source: 127.0.0.1:5063/UDP fk=15 tgt=
04/05/2022 9:18:48 AM - L:19.1[Extn:2757]: providing provisional response
04/05/2022 9:18:47 AM - L:19.1[Extn:2757] returns remote SDP:

We are self hosted, running v18.0 update 3 build 461

Thanks for assisting.

The complete log of the failed call is attached. it was too long to post as text. Here is a partial:


a=rtpmap:113 telephone-event/16000
a=rtpmap:126 telephone-event/8000
a=ptime:20
a=sendrecv
04/05/2022 9:01:21 AM - L:14.1[Extn:7575] request to join MSCall [email protected]:5482
04/05/2022 9:01:21 AM - L:14.1[Extn:7575] got remote SDP offer
04/05/2022 9:01:21 AM - OnOffer from L:14.1[Extn:7575]
04/05/2022 9:01:21 AM - [CM505001]: Endpoint Extn:7575: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX WebRTC proxy] PBX contact: [sip:[email protected]:5060]
04/05/2022 9:01:21 AM - [CM500002]: Call(C:14): Info on incoming INVITE from Extn:7575:
Invite-IN Recv Req INVITE from 127.0.0.1:5063 tid=323eb43247882d47 Call-ID=RJD5KW6KJFDPVn43I6NG3g..:
INVITE sip:[email protected]:5060 SIP/2.0
Via: SIP/2.0/UDP 127.0.0.1:5063;branch=z9hG4bK-524287-1---323eb43247882d47;rport=5063
Max-Forwards: 70
Contact: <sip:[email protected]:5063;rinstance=e1e8e477a2693d3a>
To: <sip:[email protected]:5060>
From: "Jonny K"<sip:[email protected]>;tag=0652462f
Call-ID: RJD5KW6KJFDPVn43I6NG3g..
CSeq: 2 INVITE
Subject:
Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, REGISTER, SUBSCRIBE, NOTIFY, REFER, INFO, MESSAGE
Content-Type: application/sdp
Proxy-Authorization: Digest username="wvu24Ss9oV",realm="3CXPhoneSystem",nonce="414d5359624c4bb151:49b863a22e493512dd34f4d3faa5008c",uri="sip:[email protected]:5060",response="8c1b5187570ee828cd58f5c7b37fc7e4",algorithm=MD5
Supported: replaces
User-Agent: 3CX WebRTC proxy
Content-Length: 642

v=0
o=3cxVCE 18446744073553057669 1174095412 IN IP4 127.0.0.1
s=3cxVCE Audio Call
c=IN IP4 127.0.0.1
t=0 0
m=audio 8530 RTP/AVP 0 8 9 111 63 103 104 106 105 13 110 112 113 126
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:9 G722/8000
a=rtpmap:111 opus/48000/2
a=fmtp:111 minptime=10;useinbandfec=1
a=rtpmap:63 red/48000/2
a=fmtp:63 111/111
a=rtpmap:103 ISAC/16000
a=rtpmap:104 ISAC/32000
a=rtpmap:106 CN/32000
a=rtpmap:105 CN/16000
a=rtpmap:13 CN/8000
a=rtpmap:110 telephone-event/48000
a=rtpmap:112 telephone-event/32000
a=rtpmap:113 telephone-event/16000
a=rtpmap:126 telephone-event/8000
a=ptime:20
a=sendrecv
04/05/2022 9:01:21 AM - [CM503001]: Call(C:14): Incoming call from Extn:7575 to <sip:[email protected]:5060>
04/05/2022 9:01:21 AM - L:14.1[Extn:7575] NoSDP - false
04/05/2022 9:01:21 AM - Leg L:14.1[Extn:7575] has external party ID {}
04/05/2022 9:01:21 AM - L:14.1[Extn:7575] joined to MSCall([email protected]:5482)
04/05/2022 9:01:21 AM - L:14.1[Extn:7575] request to join MSCall [email protected]:5482
04/05/2022 9:01:21 AM - L:14.1[Extn:7575] created MSEP ([email protected]:5482) (unbound)
04/05/2022 9:01:21 AM - L:14.1[Extn:7575]: device's outbound URI is used: 127.0.0.1
04/05/2022 9:01:08 AM - L:13.1[Extn:7575]: destroying InvADS.ADS(4856)
04/05/2022 9:01:08 AM - Stop call record for leg L:13.1[Extn:7575]
04/05/2022 9:01:08 AM - Removing leg L:13.1[Extn:7575]
04/05/2022 9:01:08 AM - Leg L:13.1[Extn:7575] is terminated: Cause: BYE from local
04/05/2022 9:01:08 AM - Call(C:13), Extn:7575 on entry: DlgInfo(13-8194/Terminated / I)
04/05/2022 9:01:08 AM - Notify dialog-info: Extn:7575: sip:[email protected]:5063;rinstance=e1e8e477a2693d3a, Call(C:13)
04/05/2022 9:01:08 AM - L:13.1[Extn:7575] got Terminated Send Req BYE from 0.0.0.0:0 tid=4b240515f92be940 Call-ID=52rVrOCrkSX7zvz8KvlC5w..:
BYE sip:[email protected]:5063;rinstance=e1e8e477a2693d3a SIP/2.0
Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---4b240515f92be940;rport
Max-Forwards: 70
Contact: <sip:[email protected]:5060>
To: "Jonny K"<sip:[email protected]>;tag=4ff35154
From: <sip:[email protected]:5060>;tag=19a04469
Call-ID: 52rVrOCrkSX7zvz8KvlC5w..
CSeq: 2 BYE
User-Agent: 3CXPhoneSystem 18.0.3.461 (461)
Content-Length: 0

04/05/2022 9:01:08 AM - L:13.1[Extn:7575] Sending: OnSendReq Send Req BYE from 0.0.0.0:0 tid=74862457e68b0263 Call-ID=52rVrOCrkSX7zvz8KvlC5w..:
BYE sip:[email protected]:5063;rinstance=e1e8e477a2693d3a SIP/2.0
Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---74862457e68b0263;rport
Max-Forwards: 70
Contact: <sip:[email protected]:5060>
To: "Jonny K"<sip:[email protected]>;tag=4ff35154
From: <sip:[email protected]:5060>;tag=19a04469
Call-ID: 52rVrOCrkSX7zvz8KvlC5w..
CSeq: 2 BYE
Content-Length: 0

04/05/2022 9:01:08 AM - Call(C:13), Extn:7575 on entry: DlgInfo(13-8194/Terminated / I)
04/05/2022 9:01:08 AM - Notify dialog-info: Extn:7575: sip:[email protected]:5063;rinstance=e1e8e477a2693d3a, Call(C:13)
04/05/2022 9:01:08 AM - L:13.1[Extn:7575]: Terminating ADS InvADS.ADS(4856)
04/05/2022 9:01:08 AM - Call(C:13), Extn:7575 on exit: DlgInfo(13-8194/Terminated / I)
04/05/2022 9:01:08 AM - Call(C:13), Extn:7575 on entry: DlgInfo(13-8194/Confirmed / I)
04/05/2022 9:01:08 AM - Notify dialog-info: Extn:7575: sip:[email protected]:5063;rinstance=e1e8e477a2693d3a, Call(C:13)
04/05/2022 9:01:08 AM - Terminating L:13.1[Extn:7575]; reason = SIP ;cause=200 ;text="Call terminated on user request"
04/05/2022 9:01:08 AM - CAHangup: on leg L:13.1[Extn:7575] dn=7575
04/05/2022 9:00:56 AM - Leg L:13.1[Extn:7575]: session is confirmed
04/05/2022 9:00:56 AM - Call(C:13), Extn:7575 on entry: DlgInfo(13-8194/Confirmed / I)
04/05/2022 9:00:56 AM - Notify dialog-info: Extn:7575: sip:[email protected]:5063;rinstance=e1e8e477a2693d3a, Call(C:13)

 

[VasilisV_3CX]

Hi @IT-Steve,

From the logs it looks the call is going out to the provider from the PBX and it's answered by someone. Can you tell me what message (recording) it's playing when you dial, word for word if you might.

 

[IT-Steve]

“THE NUMBER YOU HAVE DIALED IS NOT IN SERVICE. PLEASE CHECK THE NUMBER AND TRY YOUR CALL AGAIN. THANK YOU.”

We get the same message for calls to all external numbers.

Thanks.

 

[VasilisV_3CX]

Hi @IT-Steve,

That isn't a system prompt from the PBX, this seems to be coming from your provider. Does this happen with every external call?

 

[IT-Steve]

I spoke with our sip provider and we figured it out. For this user, his Outbound Caller ID number had dots between some numbers - 123.123.1234. Our provider requires only numbers. Once the caller id was changed to a 10 digit number (1231232134) with no symbols it works!

I had a few other extensions that had symbols in the caller id, but they had never complained about it. I guess some staff don't use their phones much .

Thanks for helping.

 

[VasilisV_3CX]

Great to hear @IT-Steve, feel free to open a new thread if you need anything else.