Unable to receive incoming call by Digital Reception but DID direct number no problem

[SL Lim]

Hi every 3cx experts,

My incoming calls to the direct line have no problems at all, but when they are routed from the digital reception (picked from 1-5), 3CX keeps showing a busy line. (error code: Call to T:Extn:005@[Dev:sip:[email protected]:5060] from L:5.1[Line:10001<<+SIP Trunk mainline number] failed, cause: Cause: 486 Busy Here/INVITE from 192.168.1.53:5060

 

[TheodorosG_3CX]

Does 005 extensions has an ip phone?
What is the status of the extension?

 

[SL Lim]

Does 005 extensions has an ip phone?
What is the status of the extension?

Status of all phone is up, Model Yealink SIPW60B. Setting same as previous by using call control softphone. Tested on confiure outbound ID with direct DID on the extension line call in/out is correct number.

 

[TheodorosG_3CX]

The local ip (192.168.1.53) is from the base?
What is the extension Status(Available, DND, etc)?
Using the web client are you able to receive calls?
What is the firmware version of the base?

 

[SL Lim]

Yes local ip from base, All off the extension status is available and not only ext 005 cant ring but all.

The web client is experiencing the same issue. All the rules are correct and never did change. When the call is routed from the digital reception, picking any number attached to a specific extension, it will directly hang up the call, and there's a missed call that appears on the phone's end. But if i call using DID, theres no problem at all.

 

[TheodorosG_3CX]

So the issue is only with the redirection from the IVR correct?

 

[SL Lim]

yes exactly

 

[TheodorosG_3CX]

Are you using a 3CX Supported Provider?

 

[SL Lim]

https://www.3cx.com/docs/sip-trunk/singtel-asia/

Yes, it almost 1 year smooth running. im able to dial in call out i think its not related to provider.

 

[TheodorosG_3CX]

Since you are in V18, under the Sip Trunk options, do you have the options Replaces and ReInvites enabled?

 

[SL Lim]

Replaces and ReInvites enabled < yes

 

[TheodorosG_3CX]

Please disable those options and make another attempt.

 

[SL Lim]

Tried, result same.

 

[TheodorosG_3CX]

This might need to check further with logs.
Please contact with your Partner to check first and if required he can contact us with a Support ticket to further advice.