Tfer to 1 ext VM fails only from outside - failed, no answer

[Jono]

Hello,

When a call comes from the outside to a particular extension (115), it fails to go to voicemail: "Call transfer failed - no answer". Here are the non-verbose logs for a test call from an outside line—my cell phone—to that extension:

19-Aug-2015 10:09:39.139	Leg L:432.2[Ivr] is terminated: Cause: BYE from PBX
19-Aug-2015 10:09:39.139	[CM503008]: Call(C:432): Call is terminated
19-Aug-2015 10:09:39.137	Leg L:432.1[Line:10000<<248***9952] is terminated: Cause: BYE from 192.168.100.36:5060
19-Aug-2015 10:09:33.178	NAT/ALG check:L:432.1[Line:10000<<248***9952] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
19-Aug-2015 10:09:33.051	NAT/ALG check:L:432.2[Ivr] REQUEST 'INVITE' - basic check passed. No information for extended checks
19-Aug-2015 10:09:32.845	L:432.1[Line:10000<<248***9952] failed to reach Extn:115, reason Not Registered
19-Aug-2015 10:09:32.845	[CM503017]: Call(C:432): Target is not registered: Extn:115
19-Aug-2015 10:09:32.639	NAT/ALG check:L:432.1[Line:10000<<248***9952] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
19-Aug-2015 10:09:32.592	NAT/ALG check:L:432.2[Ivr] REQUEST 'INVITE' - basic check passed. No information for extended checks
19-Aug-2015 10:09:24.363	[CM503007]: Call(C:432): Ivr:890 has joined, contact <sip:[email protected]:40600>
19-Aug-2015 10:09:24.362	[CM503007]: Call(C:432): Line:10000<<248***9952 has joined, contact <sip:[email protected]:5060>
19-Aug-2015 10:09:24.360	L:432.2[Ivr] has joined to L:432.1[Line:10000<<248***9952]
19-Aug-2015 10:09:24.360	NAT/ALG check:L:432.2[Ivr] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
19-Aug-2015 10:09:24.210	[CM503025]: Call(C:432): Calling T:Ivr:890@[Dev:sip:[email protected]:40600;rinstance=17229fd966280c0f] for L:432.1[Line:10000<<248***9952]
19-Aug-2015 10:09:24.164	[CM503027]: Call(C:432): From: Line:10000<<248***9952 ("WIRELESS CALLER" <sip:248***[email protected]:5060>)  to  T:Ivr:890@[Dev:sip:[email protected]:40600;rinstance=17229fd966280c0f]
19-Aug-2015 10:09:24.164	[CM503004]: Call(C:432): Route 1: from L:432.1[Line:10000<<248***9952] to T:Ivr:890@[Dev:sip:[email protected]:40600;rinstance=17229fd966280c0f]
19-Aug-2015 10:09:24.163	[CM503001]: Call(C:432): Incoming call from Line:10000<<248***9952 to <sip:[email protected]:5060>
19-Aug-2015 10:09:24.162	NAT/ALG check:L:432.1[Line:10000<<248***9952] REQUEST 'INVITE' - basic check passed. No information for extended checks

Extension 115 is Not Registered, but the voicemail still works for inside calls. The Forwarding Rules are set to Available which is set to go to voicemail when No Answer and when Busy. The caller gets a message, "Call transfer failed - no answer" and then gets placed back into the main DR.

I called from my cell phone to another ext (136) that is also Not Registered and it goes to the voicemail normally. Here are the non-verbose logs for that call:

19-Aug-2015 10:13:46.011	Leg L:433.3[VMail] is terminated: Cause: BYE from PBX
19-Aug-2015 10:13:46.010	[CM503008]: Call(C:433): Call is terminated
19-Aug-2015 10:13:46.010	Leg L:433.1[Line:10000<<248***9952] is terminated: Cause: BYE from 192.168.100.36:5060
19-Aug-2015 10:13:40.765	Leg L:433.2[Ivr] is terminated: Cause: BYE from 127.0.0.1:40600
19-Aug-2015 10:13:40.738	NAT/ALG check:L:433.1[Line:10000<<248***9952] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
19-Aug-2015 10:13:40.667	[CM503007]: Call(C:433): VMail:999 has joined, contact <sip:[email protected]:40600>
19-Aug-2015 10:13:40.665	L:433.3[VMail] has joined to L:433.1[Line:10000<<248***9952]
19-Aug-2015 10:13:40.665	NAT/ALG check:L:433.3[VMail] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
19-Aug-2015 10:13:40.463	[CM503025]: Call(C:433): Calling T:VMail:999@[Dev:sip:[email protected]:40600;rinstance=f635f39b680f68b1] for L:433.1[Line:10000<<248***9952]
19-Aug-2015 10:13:40.432	[CM503005]: Call(C:433): Forwarding: T:VMail:999@[Dev:sip:[email protected]:40600;rinstance=f635f39b680f68b1]
19-Aug-2015 10:13:40.432	L:433.1[Line:10000<<248***9952] forwards call from Extn:136 to VMail:999 based on rule Fwd[Available/NotReg]
19-Aug-2015 10:13:40.432	L:433.1[Line:10000<<248***9952] failed to reach Extn:136, reason Not Registered
19-Aug-2015 10:13:40.432	[CM503017]: Call(C:433): Target is not registered: Extn:136
19-Aug-2015 10:13:40.225	NAT/ALG check:L:433.1[Line:10000<<248***9952] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
19-Aug-2015 10:13:40.098	NAT/ALG check:L:433.2[Ivr] REQUEST 'INVITE' - basic check passed. No information for extended checks
19-Aug-2015 10:13:30.976	[CM503007]: Call(C:433): Ivr:890 has joined, contact <sip:[email protected]:40600>
19-Aug-2015 10:13:30.975	[CM503007]: Call(C:433): Line:10000<<248***9952 has joined, contact <sip:[email protected]:5060>
19-Aug-2015 10:13:30.974	L:433.2[Ivr] has joined to L:433.1[Line:10000<<248***9952]
19-Aug-2015 10:13:30.974	NAT/ALG check:L:433.2[Ivr] RESPONSE 200 on 'INVITE' - basic check passed. No information for extended checks
19-Aug-2015 10:13:30.850	[CM503025]: Call(C:433): Calling T:Ivr:890@[Dev:sip:[email protected]:40600;rinstance=17229fd966280c0f] for L:433.1[Line:10000<<248***9952]
19-Aug-2015 10:13:30.812	[CM503027]: Call(C:433): From: Line:10000<<248***9952 ("WIRELESS CALLER" <sip:248***[email protected]:5060>)  to  T:Ivr:890@[Dev:sip:[email protected]:40600;rinstance=17229fd966280c0f]
19-Aug-2015 10:13:30.812	[CM503004]: Call(C:433): Route 1: from L:433.1[Line:10000<<248***9952] to T:Ivr:890@[Dev:sip:[email protected]:40600;rinstance=17229fd966280c0f]
19-Aug-2015 10:13:30.811	[CM503001]: Call(C:433): Incoming call from Line:10000<<248***9952 to <sip:[email protected]:5060>
19-Aug-2015 10:13:30.810	NAT/ALG check:L:433.1[Line:10000<<248***9952] REQUEST 'INVITE' - basic check passed. No information for extended checks

Any idea why calls from outside sources can't get transferred to the voicemail of this one extension?

Thanks in advance for any help.

Jono

 

[craigreilly]

Re: Tfer to 1 ext VM fails only from outside - failed, no an

Can you possibly delete the extension and start over? Seems like something is messed up for sure.

 

[Jono]

Re: Tfer to 1 ext VM fails only from outside - failed, no an

Can you possibly delete the extension and start over? Seems like something is messed up for sure.

Hi craigreilly. Thanks for your response. I was hoping there might be options to try before deleting the ext. I'll need to wait until he's back in the office before I do that; he's got voicemails.

If there are any other options to try first, I'd be very happy to hear about them. If not, I'll delete the ext when he's back in the office.

 

[leejor]

Re: Tfer to 1 ext VM fails only from outside - failed, no an

You don't, by chance, have the call forwarding option set to handle an external call differently, do you?

 

[Jono]

Re: Tfer to 1 ext VM fails only from outside - failed, no an

You don't, by chance, have the call forwarding option set to handle an external call differently, do you?

No. The "Different behavior for internal calls" checkbox is not checked for that ext. Is that what you mean?

 

[Jono]

Re: Tfer to 1 ext VM fails only from outside - failed, no an

I have no explanation for this, but I restarted the 3CX services and that worked.

I wish I knew why the problem occurred and how to keep it from happening again, but for now it works, and I don't really have the time to do a deep investigation.

Thanks for your help!

Jono