Unable to call specific US number

[adam.beckett]

We have a client who is trying to call the Hilton Cincinnati airport hotel.
the number they're dialing is: 0018593714400

When they dial it from a mobile phone it works fine.
when dialed from 3cx the call logs show that it connects about 50% of the time but there's nothing there. (screenshot of logs attached)
Yet in our SIP Trunk there's no logs of any calls to that number.

It's like 3CX isn't actually routing it out to the SIP trunk but it is showing as having connected?!
We can dial other numbers in the same format (including other business nearby) So this isn't a country restriction or outbound rule restrictions.
Outbound rules screenshot attached too.


in our SIP trunk we have no call restrictions set up. High risk and premium numbers are all set to be allowed (for testing) Still nothing.

Someone, please point me in the right direction.

 

[TheodorosG_3CX]

Have you run a call report?
There you can see some more information for the failed call.

 

[adam.beckett]

Have you run a call report?
There you can see some more information for the failed call.

Is this a call report in 3CX or on the SIP trunk?
In the SIP trunk the calls don't show up at all.
I can't find anywhere to get a call report (I'm presuming is license specific) /This instance is on a standard license

 

[OlegR_3CX]

In this case, you can run a general report type: Call report
and this will show you all the calls to the system. Since you are on V18, you can see a report called Trunk/DID but this only give you statistics on the calls and not detailed info as the Call report

 

[leejor]

Did you check the 3CX Activity Log? That would show where the call was sent, and the reply from your provider.