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Strange remote extension problem

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beaterku

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Dec 16, 2010
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Hello all,

I am having a problem with a remote extension. I have a ring group answer all incoming calls, it rings all internal extensions and one remote extension. When a call comes in, 3cx answers, rings all extension, except the remote extension trying to dial out the number that dialed in. For example, I call in on my cell phone, it rings all extension, the remote extension receives the ring and immediately try's to call my my cell phone. It is the strangest thing. Any ideas of what is going on here?

Side note, when I first provisioned the remote extension, if call in, the the DR pick up and dial the extension, it would ring normally and I could answer and talk with no problems. The problems start when I put the remote extension in the ring group and it doens't work from there on, neither waiting for the DR to pick up and dial nor via ring groups.

EDIT: I forgot to add that I am running V9 Free, with Service Pack 5. The phones are all Cisco SPA504g's.

Here is log of a call answered by a ring group:
Code:
13:19:55.921  [CM503003]: Call(61): Call to sip:[email protected] has failed; Cause: 487 Request Terminated; from IP:192.xxx.x.151:5060
13:19:55.921  [CM503003]: Call(61): Call to sip:[email protected] has failed; Cause: 487 Request Terminated; from IP:192.xxx.x.150:5060
13:19:55.812  [CM503008]: Call(61): Call is terminated
13:19:48.246  [CM503020]: Normal call termination. Reason: Not available
13:19:48.246  [CM503016]: Call(62): Attempt to reach "MCS:CALLERID    "<sip:[email protected]> failed. Reason: Not Registered
13:19:48.246  [CM503016]: Call(62): Attempt to reach "MCS:CALLERID    "<sip:[email protected]> failed. Reason: Not Registered
13:19:48.246  [CM503017]: Call(62): Target is not registered: PSTNline:993913xxxxxxx dialed on (AnyLine@Grandstream_GXW4104)
13:19:48.246  [CM303003]: There are no available outbound lines on gateway Grandstream_GXW4104 at this time.
13:19:48.246  [CM503017]: Call(62): Target is not registered: PSTNline:992913xxxxxxx dialed on (AnyLine@Grandstream_GXW4104)
13:19:48.246  [CM303003]: There are no available outbound lines on gateway Grandstream_GXW4104 at this time.
13:19:48.246  [CM503017]: Call(62): Target is not registered: PSTNline:991913xxxxxxx dialed on (AnyLine@Grandstream_GXW4104)
13:19:48.246  [CM303003]: There are no available outbound lines on gateway Grandstream_GXW4104 at this time.
13:19:48.246  [CM503010]: Making route(s) to "MCS:CALLERID    "<sip:[email protected]>
13:19:48.246  [CM505001]: Ext.202: Device info: Device Identified: [Man: Cisco;Mod: SPA Series;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, no-recvonly] UserAgent: [Cisco/SPA504G-7.4.6] PBX contact: [sip:[email protected]:5060]
13:19:48.246  [CM503001]: Call(62): Incoming call from Ext.202 to "MCS:CALLERID    "<sip:[email protected]>
13:19:47.809  [CM505001]: Ext.101: Device info: Device Identified: [Man: Cisco;Mod: SPA Series;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, no-recvonly] UserAgent: [Cisco/SPA504G-7.4.6] PBX contact: [sip:[email protected]:5060]
13:19:47.809  [CM503002]: Call(61): Alerting sip:[email protected]:5060
13:19:47.809  [CM505001]: Ext.102: Device info: Device Identified: [Man: Cisco;Mod: SPA Series;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, no-recvonly] UserAgent: [Cisco/SPA504G-7.4.6] PBX contact: [sip:[email protected]:5060]
13:19:47.809  [CM503002]: Call(61): Alerting sip:[email protected]:5060
13:19:47.793  [CM503025]: Call(61): Calling RingAll800:102Ext.102101Ext.101103Ext.103104Ext.104202Ext.202@[Dev:sip:[email protected]:5060]
13:19:47.731  [CM503025]: Call(61): Calling RingAll800:102Ext.102101Ext.101103Ext.103104Ext.104202Ext.202@[Dev:sip:[email protected]:5060]
13:19:47.731  [CM503025]: Call(61): Calling RingAll800:102Ext.102101Ext.101103Ext.103104Ext.104202Ext.202@[Dev:sip:[email protected]:5060]
13:19:47.684  [CM503004]: Call(61): Route 1: RingAll800:102Ext.102101Ext.101103Ext.103104Ext.104202Ext.202@[Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5060]
13:19:47.684  [CM503010]: Making route(s) to <sip:[email protected]:5060>
13:19:47.684  [CM505002]: Gateway:[Grandstream_GXW4104] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Grandstream GXW4104 (HW 1.0, Ch:4) 1.3.4.10] PBX contact: [sip:[email protected]:5060]
13:19:47.669  [CM503001]: Call(61): Incoming call from 913xxxxxxx@(Ln.10002@Grandstream_GXW4104) to <sip:[email protected]:5060>
13:19:47.669  [CM503012]: Inbound office hours rule (unnamed) for 10002 forwards to DN:800
13:19:28.520  [CM503003]: Call(60): Call to sip:[email protected] has failed; Cause: 487 Request Terminated; from IP:192.xxx.x.150:5060
13:19:28.520  [CM503003]: Call(60): Call to sip:[email protected] has failed; Cause: 487 Request Terminated; from IP:192.xxx.x.151:5060
13:19:28.411  [CM503008]: Call(60): Call is terminated
13:19:14.854  [CM505001]: Ext.102: Device info: Device Identified: [Man: Cisco;Mod: SPA Series;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, no-recvonly] UserAgent: [Cisco/SPA504G-7.4.6] PBX contact: [sip:[email protected]:5060]
13:19:14.854  [CM503002]: Call(60): Alerting sip:[email protected]:5060
13:19:14.854  [CM505001]: Ext.101: Device info: Device Identified: [Man: Cisco;Mod: SPA Series;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, no-recvonly] UserAgent: [Cisco/SPA504G-7.4.6] PBX contact: [sip:[email protected]:5060]
13:19:14.854  [CM503002]: Call(60): Alerting sip:[email protected]:5060
13:19:14.776  [CM503025]: Call(60): Calling RingAll800:102Ext.102101Ext.101103Ext.103104Ext.104@[Dev:sip:[email protected]:5060]
13:19:14.776  [CM503025]: Call(60): Calling RingAll800:102Ext.102101Ext.101103Ext.103104Ext.104@[Dev:sip:[email protected]:5060]
13:19:14.729  [CM503004]: Call(60): Route 1: RingAll800:102Ext.102101Ext.101103Ext.103104Ext.104@[Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5060]
13:19:14.729  [CM503010]: Making route(s) to <sip:[email protected]:5060>
13:19:14.729  [CM505002]: Gateway:[Grandstream_GXW4104] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Grandstream GXW4104 (HW 1.0, Ch:3) 1.3.4.10] PBX contact: [sip:[email protected]:5060]
13:19:14.714  [CM503001]: Call(60): Incoming call from 913xxxxxxx@(Ln.10002@Grandstream_GXW4104) to <sip:[email protected]:5060>
13:19:14.714  [CM503012]: Inbound office hours rule (unnamed) for 10002 forwards to DN:800

Thank you so much all!!

Nick
 
Very strange...Have you tried swapping the remote extension with one of the working local extensions (changing STUN settings as needed) to see if the issue moves with the set? What about deleting extension 202, in 3CX and rebuilding it?
 
I have not as of yet. I have been snowed in the last day, but I finally made it to the office. I am going to take one of the working phones with me this afternoon and see how it works. I will also try deleting the extension and try a new.

Thanks!

Nick
 
Ok, I took a known working local extension home and changes the setting within the SPA to allow for a remote connection. It connects, I can call in no problems whats so ever. As soon as I put this known working local extension that is now a remote extension, it does the same thing as before, it tries to immediately dial the number that is calling it. It is extremely weird.

I did also delete the remote extension and created a new extension with a different number and it did not help either.

Any ideas??

Thanks!
Nick
 
I have some additional findings. When one of my lines to ring directly to the remote extension, it rings fine and I can answer and have a conversation. So it appears to be something related to the call group. I am a bit perplexed.

Nick
 
It sure does sound like it could be an an option in the ring group. Haven't seen that sort of behaviour before. What happens if you call the ring group (dial 800) from an extension not in the ring group, same thing? What about if you create a second, new ring group. just put in two extensions, a local one and the remote one. Try a call from an extension to the RG, then try temporarily routing incoming calls to the new RG. Does it still "misbehave" ?
 
After some fiddling last night I came to the conclusion it has something to do when it autoprovisions with the #3CX server. I noticed that when I rebooted the phone, the provisioning address would change back to the local IP address on the LAN the 3CX is on. I deleted the provision line and changed my proxy back to the external IP of the 3CX and it seems to be OK so far. It is really odd. 98% of the time, the remote extension will no be needed in the ring group so it is not a big deal. It was more curiosity than anything. I will post up in a few days to let everyone know the status of this. I appreciate all of your help.

Thanks!
Nick
 
Well, we still have the problem. If I reboot the phone, it works fine for a few minutes and then reverts back to this mystery call back situation. I am at a loss here. I have triple checked all settings and still no go.

EDIT: after changing the logging to verbose, it appears as though the phone is the culprit. There is nothing in the log out of the ordinary that would indicate that 3CX is malfunctioning. I have looked through every setting and cannot find anything that would cause this to happen. Do you think it could have something to do with STUN? That is about the only variable in the setup.

Thanks!
Nick
 
Hi Nick,

Did you find a resolution to this issue?

We're having a similar issue with a remote SPA504G extension on 3CX version 9. But it doesn't matter if the extension is in a ring group or not - if we try to call the extension directly, either from one of our internal phones in the office or from a mobile, the remote extension immediately tries to make an external call back to the originating caller.

We have external SP942 extensions that work fine, so this seems to be something to do with the SPA504G? We updated to the latest supported firmware, but no change.

Any help greatly appreciated.

Alaistair
 
after a night of crazy testing I found the solution to this stupid problem! It's a stupid stupid stupid solution: update the phone firmware to the (unsupported) 7.4.8a and all will works fine!!! Now I try to open a support ticket to know how 3cx support manage this :eek:

Ciao
 
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