SIP Error 604 Does Not Exist Anywhere

[Drew9213]

I've recently taken over a 3CX phone system from a different IT company and upgraded them from V14 to V15 and the latest SP. I'm having an issue with one extension receiving an "invalid number" error message when trying to dial out to any number. It is only happening on this one extension. When I check the events I see "Call or Registration to *dialed number*@(*SIP trunk*) has failed. *IP address* replied: 604 Does not exist anywhere; from IP:*IP address*:5060"

 

[YiannisH_3CX]

Hello @Drew9213 ,

What type of phone is this? is this a local or a remote extension? What firmware is it running?

 

[Drew9213]

It is a Cisco SPA525G2 phone running firmware 7.6.1 (which I believe is the latest). I have done some testing and configured this problem extension in my 3CX app on my phone, the same error occurred calling from the extension on my app. The error does not seem to happen with any other extensions. I have just gone through and made a series of changes that appear to have resolved my issue. But I'm not exactly sure why they resolved my issue. The extension had the outbound caller ID filled in so I removed that. I also went into the outbound parameters of the SIP trunk and changed all of the remote party ID fields to leave default value. Anything other than "leave default value" in any of these fields results in the issue occurring. Changing to leave default value and keeping the outbound caller ID in the extension results in the issue. So to resolve it I had to change all the values to "leave default value" as well as remove the outbound caller ID in the extension. I have no idea why this worked.

 

[leejor]

I suspect that it may have been something to do with the number in the Outbound caller ID field, that could have combined with the outgoing options selected in the trunk settings causing your provider to block the calls. Do any other extensions make use of that option?

 

[Drew9213]

None of the other extensions make use of the outbound caller ID field. So yes, it does appear to be some kind of relationship between this field in the extension settings and the remote party ID fields in the SIP trunk outbound parameters.

 

[Drew9213]

An update on the issue, it looks like this may be a provider issue. I have also had to change the "From: Display Name" and "From: User Part" fields to "leave default value" any other value in these fields results in the same issue.

 

[leejor]

Provider can sometimes get very "picky" about changes to those settings. Always best to only make one change at a time (from the defaults), then test before moving on.