U.K Emergency services number not in service

[Michael.puttock]

Hello all,

I'm hoping somebody can point me in the right direction, we had a BT SIP line installed just before Xmas which connects to a Beronet VOIP gateway and then to 3CX.

When emergency/Non-emergency numbers are dialled they are greeted with a "Number you have dialled is not in service" message, 999 and 101 are both set in the PBX for emergency numbers.

I have updated Debian and 3CX to V16 and also updated the Beronet box to the latest version.

If you need any logs etc. let me know.

Much love!

 

[Evolute IT]

Have you changed the Voicemail number? 999 is the default on 3-digits systems.

 

[Alphabetic]

Is the call going out to the SIP trunk? if yes, what digits are being sent?

What routing have you got your emergency numbers going to?

Make sure 999 and 101 are not system or user exts.

 

[JohnS_3CX]

Hi Michael,

For UK localizations, 666 becomes the voicemail, and 999 is free for accessing emergency services.


You must also Configure the Emergency services to match your Extension Group (mine is called linux in this example) and also select a route that can make that call:


So far so good, you now have to check your activity log to see if the call is being completed

 

[Michael.puttock]

Hi all thanks for your replies.

JohnS_3CX - Thanks, I also have the same as you already set up.

kieferschild - yes the call does go out towards the beronet box. The emergency numbers are routed to the beronet also.

I will get some logs from the Beronet, I'm wondering if the "number is not in service" message is from BT themselves.

 

[JohnS_3CX]

I will get some logs from the Beronet, I'm wondering if the "number is not in service" message is from BT themselves.

Yes go ahead, I don't think the PBX has such a message in the Prompts.
Ensure from the Beronet logs that the gateway actually calls the intended number when dialling on BT network. If it actually is, then talk to them about it for confirmation

 

[Michael.puttock]

Please see the below logs from the Beronet, External calls look the same too but they do work.

=== CDR,1,SIP:10.0.2.10,ISDN:1:1,"10000" <sip:[email protected]>,"" <sip:[email protected]>,10000,101,17/01/01-23:03:16,17/01/01-23:03:23,17/01/01-23:03:16,17/01/01-23:03:23,SIP,NUA_I_BYE:200,-,- <== I RELEASE|INDICATION|CID=00001 cause=16 (Normal call clearing) ==> I DISCONNECT|REQUEST|CID=00001 out_cause=16 (Normal call clearing) <== S BYE|INDICATION|CID=00001 <== I CONNECT|INDICATION|CID=00001 <== I SETUP_PROCEEDING|INDICATION|CID=00001 ==> I SETUP|REQUEST|CID=00001 port=1, channel=1 dad=101, dton=4 oad=10000, oton=4 === D INCOMING:CID=00001 SIP=>ISDN, from_id=d:SIP-ISDN-Extern-BRI, to_id=g:ISDN-Extern-BRI, line=3 new_src=10000, new_src_auto=10000 new_dest=101, new_dest_auto=101 <== S INVITE|INDICATION|CID=00001 from_user=10000 from_display=10000 to_user=101 request_user=101 contact_user=10000

 

[leejor]

The posted log seems to involve extension 101, but there is no indication of a dialled external number. Confirm, using the 3CX Activity Log, that the number(s) are actually being sent. (the call leaves 3CX) Compare a "normal" call, and a call to the emergency number(s). Perhaps the numbers are being screened/modified/blocked, using a dial-plan, in the gateway.

 

[Michael.puttock]

The logs from 3CX show the call:

03/03/2020 3:53:16 PM

User (231)

101

00:00:07

Below are logs from the Beronet when calling an external number (Removed last 3 digits) which works fine.

=== CDR,2,SIP:10.0.2.10,ISDN:1:1,"10000" <sip:[email protected]>,"" <sip:07732032***@10.0.2.11>,10000,07732032***,17/01/01-23:32:16,17/01/01-23:32:25,-,-,SIP,NUA_I_CANCEL:200,-,- <== S CANCEL|INDICATION|CID=00002 <== I PROGRESS|INDICATION|CID=00002 <== I SETUP_PROCEEDING|INDICATION|CID=00002 ==> I SETUP|REQUEST|CID=00002 port=1, channel=1 dad=7732032***, dton=2 oad=10000, oton=4 === D INCOMING:CID=00002 SIP=>ISDN, from_id=d:SIP-ISDN-Extern-BRI, to_id=g:ISDN-Extern-BRI, line=3 new_src=10000, new_src_auto=10000 new_dest=07732032***, new_dest_auto=07732032*** <== S INVITE|INDICATION|CID=00002 from_user=10000 from_display=10000 to_user=07732032*** request_user=07732032*** contact_user=10000

 

[Alphabetic]

Can you send a screenshot of the dialplan page?

 

[Michael.puttock]

Please see the Dialplan page below, thanks for all your help - this was all set up by a previous guy who left no notes so I'm a bit out of my depth.

 

[Alphabetic]

If you make a rule for the speaking clock (123) to go out the beronet and try calling that, are you getting the same thing?

 

[Michael.puttock]

Left work for the day so I'll test that tomorrow - Thanks Kieferschild

 

[Alphabetic]

Your dial plan looks exactly line mine btw.

 

[leejor]

What does the Beronet log , for a call that is failing, look like?