Unable to forward to outside number

[french1]

Hi Guys

I use 3CX in my office and use it like a lot of you for testing. I have the system setup during the day to forward to an outside number being my mobile number. It works fine.

I have setup another 3CX system for a client. They have 4 trunks on one SIP account and 2 trunks on another. When the system is setup with the Inbound rule on a DID number to forward to an outside number, it rings once on the mobile and then stops.
It fails about 9 out of 10 times. The time it works, it rings normally. Sometimes you will get a run of a few calls working in a row then it stops. I MAY have resolved this by going to VOIP providers, Provider name (Engin) and the ADVANCED tab and selecting Supports Re-invite and Supports Replace. After I did this it started working but this was earlier today so only time will tell.

The error message I was getting was:-
30-Aug-2013 10:35:14.430 Leg L:41.1[Line:10000<<0417611701] is terminated: Cause: CANCEL from 203.161.160.71:5060

I have another client with a very similar setup who again wants to forward a DID to an indial. I made the changes to his system but it did not work, same problem, rings one time then call fails.
Below is a snippet of the server activity log which has an "Unauthorised/INVITE" which I think is the error part but what is the error?
30-Aug-2013 20:00:19.960 Leg L:1.2[Line:10001>>0416096725] is terminated: Cause: 401 Unauthorized/INVITE from 203.161.160.71:5060
30-Aug-2013 20:00:19.960 [CM503025]: Call(C:1): Calling T:Line:10000>>0416096725@[Dev:sip:[email protected]:5060] for L:1.1[Line:10000<<0731984244]
30-Aug-2013 20:00:19.624 Call to T:Line:10001>>0416096725@[Dev:sip:[email protected]:5060] from L:1.1[Line:10000<<0731984244] failed, cause: Cause: 401 Unauthorized/INVITE from 203.161.160.71:5060
30-Aug-2013 20:00:19.624 [CM503003]: Call(C:1): Call to <sip:[email protected]:5060> has failed; Cause: 401 Unauthorized/INVITE from 203.161.160.71:5060
30-Aug-2013 20:00:19.364 [CM503025]: Call(C:1): Calling T:Line:10001>>0416096725@[Dev:sip:[email protected]:5060] for L:1.1[Line:10000<<0731984244]
30-Aug-2013 20:00:18.995 [CM503027]: Call(C:1): From: Line:10000<<0731984244 ("PEST CONTROLamian French" <sip:[email protected]:5060>) to T:Line:10000>>0416096725@[Dev:sip:[email protected]:5060]
30-Aug-2013 20:00:18.995 [CM503004]: Call(C:1): Route 2: from L:1.1[Line:10000<<0731984244] to T:Line:10000>>0416096725@[Dev:sip:[email protected]:5060]
30-Aug-2013 20:00:18.995 Line limit check: Current # of calls for line Lc:10000(@INCOMING[<sip:[email protected]:5060>]) is 1; limit is 4
30-Aug-2013 20:00:18.995 [CM503027]: Call(C:1): From: Line:10000<<0731984244 ("PEST CONTROLamian French" <sip:[email protected]:5060>) to T:Line:10001>>0416096725@[Dev:sip:[email protected]:5060]
30-Aug-2013 20:00:18.995 [CM503004]: Call(C:1): Route 1: from L:1.1[Line:10000<<0731984244] to T:Line:10001>>0416096725@[Dev:sip:[email protected]:5060]
30-Aug-2013 20:00:18.995 Line limit check: Current # of calls for line Lc:10001(@OUTGOING[<sip:[email protected]:5060>]) is 0; limit is 2
30-Aug-2013 20:00:18.995 Call(C:1): Call from Line:10000<<0731984244 to 0416096725 matches outbound rule '0416096725'
30-Aug-2013 20:00:18.995 [CM505003]: Provider:[INCOMING] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:[email protected]:5060]
30-Aug-2013 20:00:18.993 [CM503001]: Call(C:1): Incoming call from Line:10000<<0731984244 to <sip:[email protected]:5060>
30-Aug-2013 20:00:18.988 Line limit check: Current # of calls for line Lc:10000(@INCOMING[<sip:[email protected]:5060>]) is 1; limit is 4
30-Aug-2013 20:00:18.264 [CM503012]: Inbound any hours rule (PEST CONTROL) for 10000 forwards to DN:0416096725

 

[leejor]

30-Aug-2013 20:00:19.624 [CM503003]: Call(C:1): Call to <sip:[email protected]:5060> has failed; Cause: 401 Unauthorized/INVITE from 203.161.160.71:5060

That is definitely it. It would seem that your provider doesn't like something in the INVITE message you are sending, at least, that's what I suspect.

I assume that any, normal (not forwarded), outgoing call works just fine?

If that is the case, it may be something to do with the caller ID (the originators), you are attempting to pass on to the mobile. Some providers don't allow call spoofing. They require that your phone number be the one showing up at the receiving end. You might want to check with them, on this, before spending more time on troubleshooting. They may (should) be able to look at their system after one of your failed calls and tell you exactly why they are rejecting it.

 

[french1]

Thanks for the help leejor

Yes you are correct, normal non forwarded calls work fine with no problems. The customer has two SIP accounts. One of these SIP accounts has unlimited calls and calls are routed via these trunks for outgoing calls. The second SIP account is for incoming calls with the main DID number on this SIP account being advertised. I don't know if this may be the cause of the problem but I have requested that the provider display the caller ID of the main number on the INCOMING account when calls are made via the OUTGOING account. That way when customers receive a call from my my client they will receive caller ID of the INCOMING account rather than the OUTGOING account. This works great, hopefully its not part of the problem.

 

[leejor]

Is the provider of any help in identifying what the problem with the INVITE might be?

Have you tried a forwarded call from another extension, rather than from an outside number, or...forwarding to another landline number rather than a mobile? If either of those worked, you might have a clue as to where to go next.

 

[french1]

Yes I have tried setting up a virtual extension and when extensions is unavailable, setting it to use its mobile number. I have also tried another number. Also I have confirmed this problem is on more than one 3CX system! I believe its the carrier (ENGIN) so I will be contacting them. They have already looked at it once and said "not their problem" but following working with 3CX support who have been really good, I can get calls made from my ENGIN account to forward to the outside number ok however when I call from my MOBILE, its rejecting!

 

[leejor]

Which all suggests that they do not like your attempt to "spoof", or pass-on, an originators number, that they do not "own", to that forwarded party. The other explanation is that the CID format/length/characters is not acceptable .