Sip Trunk not recieving calls

[lsmr]

Hi there,

I'm new in 3cx phone system and i've been learning a lot with it.

I've been testing and everything it seens working fine, except something strange that I cannot figure out what is it!

I had configured a sip trunk, it takes me a while to make it work and I can make external calls from 3cx to any number. But when I try to call my voip number the call cannot reach the pbx, i mean, I cannot see any information about the incoming call when I check the activity log, but I can call to the phone system if I use my mobile number, and only that.

I have no clue how about to fix it. I was looking around all the settings and as far I know everything looks fine to me. I also realize that when the sip trunk is not registered I hear the provider prompt that the number is not available, and when the sip is registered the call just end.

Any solution for this?

Thank you.

 

[SteveITS]

So the call isn't getting to 3CX, but if you call from your cell to the same number it works? That sounds like a problem between wherever you're making the outbound call, and your SIP provider. I've had cases like this where one provider has something misconfigured and isn't sending the call to the right place. Once when it was the same company...calls "internal to" the SIP provider failed but outside calls worked.

 

[YiannisH_3CX]

The first thing I would recommend is reaching out to the provider and asking where the calls are routed since the calls are not hitting 3CX. Even if the call was rejected by 3CX it would show in the Activity log.

Also make sure that the firewall checker passes all tests succesfully to avoid any issues with routing.

 

[leejor]

So, what happens when you call the number from somewhere other than your mobile number? Does it just continue to ring, or does the call end?

If you can see the incoming call, in the Activity Log when calling from your mobile, but not from any other number, then it is a VoIP provider issue. If your mobile company and your VoIP provider are associated, then they may not have completed porting the number.

 

[lsmr]

So the call isn't getting to 3CX, but if you call from your cell to the same number it works?

I only can reach the pbx from outside whe I use my mobile number, any other number I use to call the same voip number, the call just end.

The first thing I would recommend is reaching out to the provider and asking where the calls are routed since the calls are not hitting 3CX. Even if the call was rejected by 3CX it would show in the Activity log.

Also make sure that the firewall checker passes all tests succesfully to avoid any issues with routing.

I just run the firewall checker and I got this:

• testing 3CX PhoneSystem 01 SIP Server... failed (How to resolve?)
  • stopping service... done
  • detecting SIP ALG... not detected
  • testing port 5060... full cone test failed (How to resolve?)
  • starting service... done

It seens the problem is the port 5060! I remeber when I try to forward that port on my router firewall (the one that is provided by the isp) it says that is not possible to add that port because is being used by another application. So what if I try a new installation using another port, should work?

So, what happens when you call the number from somewhere other than your mobile number? Does it just continue to ring, or does the call end?

If you can see the incoming call, in the Activity Log when calling from your mobile, but not from any other number, then it is a VoIP provider issue. If your mobile company and your VoIP provider are associated, then they may not have completed porting the number.

The call just end

 

[YiannisH_3CX]

Some ISP router come with SIP settings enabled so 5060 cannot be forwarded to other applications so you will need to either disable it on the router or use a different SIP port for 3CX and forward that.
That should take care of the issue and will allow you to pass the firewall checker. When you do check if calls work and take if from there.

 

[lsmr]

I don't have the access to disable that configuration on the router. So I reinstall 3CX using 5061 for sip port and I still don't recieve calls from outside. I also run the firewall checker and I got the same results. I disable all the firewall for tests. Router firewall, windows defender (I dont know if this affects or not) and still no success.

Is there something I am missing?

 

[leejor]

I'm wondering how the call from your mobile, was able to get through, if port 5060 was not being forwarded to 3CX. Do you actually use the ATA, built into the router for phone services? Is your VoIP provider also your ISP? Many ISP supplied routers have a second SIP port, and that may use port 5061.

 

[YiannisH_3CX]

5061 is the default TLS port which your ISP might also be using. Try something like 5070 to be sure and see if that works.

 

[lsmr]

I tried already 5062 and 5070. It can register a make calls to anywhere but I can't recieve calls, except if I use my mobile number I can reach 3cx, for strange that sounds...

I have no more ideias, about to fix this.

 

[leejor]

Is your mobile provider the same as your ISP or VoIP provider? Something that would only allow, or route, calls from your number? Do you have someone else, using the same mobile provider, that can try a call to you?

 

[lsmr]

Yes, my mobile, ISP and voip are the same provider. The router also includes an ATA interface for the landline. I've tried to call from several numbers (more than five I think), including mobile and landline numbers from the same provider and the only number that can contact is my mobile, so all the other numbers the call just end.

I already contact my provider for the support and I report this situation, they are going to answer me soon. I hope they can fix that.

 

[leejor]

I suspect that because all services are from the same provider, that is why your mobile, but no other number, is able to call through. If you moved the VoIP number to this provider, or, they recently obtained it from a "pool" of numbers, it may not have been ported into them properly. This would mean that any other provider, would have no idea of where to route the call, or it still routes to whoever previously held the number..

 

[YiannisH_3CX]

The only other solution i can think of is to try Hosted by 3CX or host it your self in the cloud so you can bypass the providers modem. Then you can use a 3CX client to make and receive calls.