Solved Troubleshoot 3CX+Twilio: ported number and caller-id unverified

[Creighton]

Can anyone provide guidance for a complete 3CX and twilio noob?

Just ported a number to twilio and 3CX hosted system. Porting is completed. Ported phone number was also separately verified before port.
Can call within PBX and receive calls. Outbound calling fails instantly.
Twilio debugger showing error of [The caller-ID 602 ####### is unverified.]
Thee SIP is 602 #######@aaaaaaa.pstn.twilio.com

Should the caller-ID be E164 format? The caller id above matches the verified number. The caller id on the trunk and the extensions are both E164 format +1602#######

Here are the params in the request. Note the From "sip:602 ..." matches.

From	"sip:602 #######@aaaaaaa.pstn.twilio.com"
To	"+16021234567"
SipSrcIp	"###.###.###.###"
SipSrcTransport	"udp"
SipCallId	"[email protected]"
UserAgent	"3CXPhoneSystem 16.0.7.1078 (1078)"

 

[cobaltit]

Did you follow this document?

How to set up Twilio Elastic SIP Trunking with 3CX V15.5

Otherwise I recommend contacting Twilio support as they are the ones rejecting the call

 

[CodeWithPower-Joel]

Hey @Creighton so i use twilio for a few 3cx and there kinda a pain to get working but when you do its smooth.
So the main problems is your accounts not authenticating with them.

Under your Elastic Sip Trunking in twilio look under the trunk your trying to connect and ensure that the IP ACCESS CONTROL LISTS, and CREDENTIAL LISTS is right. Under Origination its needs to look like --> sip:"ipaddress"

Then go back to the Elastic Sip Trunking and check the authentication side.
check that the friendly name has an ip and a trunk assigned to it. Then click Credential list and check the same.

Let me know if your still having problems good luck!

 

[Creighton]

Hey @Creighton so i use twilio for a few 3cx and there kinda a pain to get working but when you do its smooth.
So the main problems is your accounts not authenticating with them.

Under your Elastic Sip Trunking in twilio look under the trunk your trying to connect and ensure that the IP ACCESS CONTROL LISTS, and CREDENTIAL LISTS is right. Under Origination its needs to look like --> sip:"ipaddress"

Then go back to the Elastic Sip Trunking and check the authentication side.
check that the friendly name has an ip and a trunk assigned to it. Then click Credential list and check the same.

Let me know if your still having problems good luck!

Thanks Joel, it looks like I'm fully authenticated, as I have 2 trunks here and they both show I'm up on the dashboard (BTW, yes, followed the elastic trunking guide).

Maybe you can tell me, should I show registration data on the trunk display? Does this look like a successfully setup trunk to you?

I do receive inbound, and can navigate the IVR, just can't get successful outbound. But as of this moment, it has stopped throwing the Twilio caller id messages, so I have minimal information to go on. I have a dashboard trunk warning that this is an unsupported trunk. See below.

 

[YiannisH_3CX]

Hi @Creighton

For the dashboard to show your trunk as unsupported it means that you either used a generic template to add the trunk or you used the import button. You show as supported you need to use the template that is included in the PBX.

Twilio trunks will always appear as registered as they are IP based trunks and there is no registration involved.

So make sure you are using the correct template to add Twilio and make sure that you have added the correct public IP in Twilio.
You also need to add the correct credentials (auth id and password) in your trunk settings. These are used for outbound calls only.

 

[Creighton]

Did you follow this document?

How to set up Twilio Elastic SIP Trunking with 3CX V15.5

Otherwise I recommend contacting Twilio support as they are the ones rejecting the call

Thanks @cobaltit - mostly looking for confirmation of correct config on the 3CX side before I start chasing Twilio. I am suspicious now I've had dueling problems, as I'm no longer throwing the caller ID warning. Could have taken them an extra 24 hours to accept the Caller ID for a fresh port I suppose. I did verify access lists and change credential password. The interesting thing about the Twilio Elastic guide is there's no summary of how it should look post config - I'll send across some screenshots and recommended update after I straighten this out. Screenshot of working trunk and Twilio event log (if anything shows) might be helpful at the end of doc.

Right now, all I'm getting is instantly failed calls, and in the 3CX call log they report "not answered". Nothing in 3CX events, and that appears to the the limit of logging on a hosted system, right?


I suppose I could grab another trunk from somewhere and set it up as a comparison point for a troubleshooting. I'll do that later today.

 

[YiannisH_3CX]

You can get additional logging from the activity log. Go to your Dashboard --> Activity Log --> Settings and enable verbose logging for the duration of your tests (remember to revert once you are done).
Then make an outbound call and go back to the Activity log to check the logs. You should see a reply from Twilio with the error.
We will see what we can do about the guide to make it more user friendly. Thank you for the feedback

 

[Creighton]

@YiannishH_3CX,

Thanks, that was just what I needed. It was outbound rule misconfiguration. Didn't have a pre-pend for 10 digit numbers. Was immediately apparent with verbose logging, so thanks for the pointer! A brief how to on troubleshooting pointing to log settings (and perhaps a newbie what does a call exchange look like) would be great. Maybe I just missed it!