Unable to make calls from Teams but can receive

[DavidHodgson]

Hi,

I have set up our Teams Direct Routing integration (again, we stopped using it for a short period, all Direct Routing settings were removed from Teams when we stopped using it).

We have a valid Certificate, DNS A record is pointing to 3CX (hosted on Azure) and port 5062 is open to 3CX through the Azure networking section.

I have enabled Direct Routing, restarted Secure SIP in 3CX and ran the scripts which created the settings in Teams and then I enabled the user sync (ensured users contact number is M365 is in the correct format). I have ran the users script and check each user and they have the correct number and policies assigned.

Users can receive calls in Teams with 2-way audio but we cannot dial out to external numbers or to extension numbers within 3CX. We get the following message...



I have created a new Outbound Rule in 3CX for numbers starting with +44 to strip 3 digits and prepend with 0 but that has not solved the problem.

From what I can tell there is no traffic generated in the Activity Log in 3CX, I enabled Verbose logging and made a call but can't see any attempt of an outbound call from Teams.

Any advice would be appreciated.

Thanks

 

[Evolute IT]

What type of SSL are you using?

Also make sure the port 5062 is actually opened in the firewall.

 

[DavidHodgson]

What type of SSL are you using?

Also make sure the port 5062 is actually opened in the firewall.

Unsure - purchased from Comodo - PositiveSSL (DV) - not wildcard or anything like that and the certificate worked find in previous setup before scrapped it.

Unsure what more I can do to check the firewall port is actually open, we did not make any change to that port after scrapping a previous setup that was working, so I don't think there is an issue...

 

[Evolute IT]

You'll need to run a packet capture and set the system to verbose and see if Teams even reaches the PBX in this case.

 

[DavidHodgson]

I have Verbose logging enabled when I make the call in Teams and I don't see any record of the call in 3CX.

That puts me at a loss of what to look at next because everything appears to be set up correctly and as I say Teams can pick up calls just unable to make any calls.

 

[Evolute IT]

I have Verbose logging enabled when I make the call in Teams and I don't see any record of the call in 3CX.

That puts me at a loss of what to look at next because everything appears to be set up correctly and as I say Teams can pick up calls just unable to make any calls.

You need to check the Activity Log for inbound SIP signals from Teams. A capture is easier to find it if it reaches.

 

[Charles_3CX]

Hi DavidHodgson, as ConceptsWeb mentioned a packet capture would be a good idea to be run on all interfaces from the management console but what's also recommended is switching the logging to verbose and restarting the 3CX services, as the logs required to check, are the logs viewed within the 3cx Binary Log Viewer, information of which can be found here:https://www.3cx.com/docs/3cx-log-viewer/

What you will be looking for is the SIP invite from the extension dialing the outbound number and going from there.

I would though, first recommend, checking the user's teams settings > Calls > Caller ID section and ensuring that the option to 'Hide my phone number and profile information for all calls', is unchecked.

Here are also some more troubleshooting tips and advice: https://www.3cx.com/docs/microsoft-teams-integration-faqs/

 

[DavidHodgson]

Yep looking at the Activity Log, I would run a capture but not sure what I would be looking for if I then looked at it.

 

[Charles_3CX]

Yep looking at the Activity Log, I would run a capture but not sure what I would be looking for if I then looked at it.

See my reply above

 

[DavidHodgson]

See my reply above

Yes sorry saw that as I posted the reply, I will follow the steps

 

[DavidHodgson]

Hi DavidHodgson, as ConceptsWeb mentioned a packet capture would be a good idea to be run on all interfaces from the management console but what's also recommended is switching the logging to verbose and restarting the 3CX services, as the logs required to check, are the logs viewed within the 3cx Binary Log Viewer, information of which can be found here:https://www.3cx.com/docs/3cx-log-viewer/

What you will be looking for is the SIP invite from the extension dialing the outbound number and going from there.

I would though, first recommend, checking the user's teams settings > Calls > Caller ID section and ensuring that the option to 'Hide my phone number and profile information for all calls', is unchecked.

Here are also some more troubleshooting tips and advice: https://www.3cx.com/docs/microsoft-teams-integration-faqs/

Thanks for the prompts, we had a Caller ID policy in Teams that was overriding the caller ID, I have removed that and can now make calls.

 

[srane.sushant]

Can you please share SS of the above policy? @DavidHodgson as i am checking we only have default org policy and not assigned to any user