Unable to route your call...

[Nkosana]

Hello all,

3CX is giving a message "we are unable to route your call please consult your service provider" for selected networks in South Africa especially vodacom. When we bypass 3CX and using the same trunks the same providers/numbers goes through. The scenario only happens on 3CX. The scenario just happened this week all my client installation are reporting the same issue.Please kindly assist.

 

[cobaltit]

So I'm pretty sure 3CX doesn't have a message that says that. What does the logs say in 3CX? What do you mean by bypass 3CX?

 

[leejor]

I would confirm exactly the digits being sent in both cases. If all calls are failing from one instance, then it may also be the result of the Caller ID you are presenting to the provider. I would contact your provider, as they should be able to quickly tell you, what they don't like. Some providers allow you to see your completed, and in some cases, attempted calls, on-line.

From the message you described, your call may be getting beyond even your provider.

The 3CX Activity Log (for one of the failed calls), will show what is being sent, to where.

 

[YiannisH_3CX]

Hello @Nkosana

Please note that the prompt you are getting does not originate from 3CX so your call is reaching your provider. I would recommend contacting your provider and ask them why you are getting this message as it may help you resolve the issue much faster.

 

[Nkosana]

Hello @Nkosana

Please note that the prompt you are getting does not originate from 3CX so your call is reaching your provider. I would recommend contacting your provider and ask them why you are getting this message as it may help you resolve the issue much faster.

Hi Yiannish,

I'm getting a prompt that says "we are unable to route your call please consult your service provider"

See the log below,
12/04/2018 3:43:16 PM - Call to T:Line:10001>>0828679627@[Dev:sip:[email protected]:5060] from L:70.1[Extn:300] failed, cause: Cause: 480 Temporarily not available/INVITE from 196.2.126.44:5060
12/04/2018 3:43:04 PM - Call to T:Line:10001>>0828679627@[Dev:sip:[email protected]:5060] from L:69.1[Extn:300] failed, cause: Cause: 480 Temporarily not available/INVITE from 196.2.126.44:5060
12/04/2018 3:42:54 PM - Call to T:Line:10001>>0828679627@[Dev:sip:[email protected]:5060] from L:68.1[Extn:300] failed, cause: Cause: 480 Temporarily not available/INVITE from 196.2.126.44:5060

 

[YiannisH_3CX]

Does the IP "196.2.126.44" belong to your provider? If so then you need to contact them and ask them why you are getting this prompt.

 

[Nkosana]

Hi Hi Yiannish,

When we register the sip accounts directly on the phone and not on 3CX we able to call the number.
We are also able to call the number using the same trunk via Asterisk, provider also did test the number from their side and they were able to call it. It only doesn't go through on 3CX. Kindly note that the same numbers that are no longer going through we have been able to call them before the issue just started last week.

Thanks
Nkosana

 

[Nkosana]

Does the IP "196.2.126.44" belong to your provider? If so then you need to contact them and ask them why you are getting this prompt.

Hi Yiannish,

Yes it belong to my provider - and I was on the call with them few minutes ago.
They regestered my sip trunk on Asterisk and they able to call the number. It quite a lot of them that I used to call from 3CX but all of a sudden they are no longer going through.

The same issue is occuring on all my 3CX client installation.
However other numbers are going through without a problem, majority that are not going through belong to the same mobile operator, mostly vodacom numbers.

 

[YiannisH_3CX]

Did they tell you why they reject the call or only that it works on Asterisk? Did they change something on their end that caused all your systems to stop working?

 

[Nkosana]

Did they tell you why they reject the call or only that it works on Asterisk? Did they change something on their end that caused all your systems to stop working?

Hi Yiannish,

Thanks for your feedback - I have relayed the same questions to the provide.


Thanks
Nkosana

 

[leejor]

Your provider should be able to tell you if the recording is one of theirs, or comes from a provider that they are passing the call onto. They should also be able to tell you what is different (what they don't like?) about a call from the sources (devices) that work, and 3CX. Could it be a caller ID issue with the destination number, that is causing it to be rejected?

 

[Nkosana]

Does the IP "196.2.126.44" belong to your provider? If so then you need to contact them and ask them why you are getting this prompt.

Hello @Nkosana

Please note that the prompt you are getting does not originate from 3CX so your call is reaching your provider. I would recommend contacting your provider and ask them why you are getting this message as it may help you resolve the issue much faster.

Hi Yiannish,

See below the response I got,

Dear Customer,

Various interconnect partners has embarked on conformed SIP normalised rules for various reasons but most important for the purpose of refiling or spoofing of A- Number Identification (ANI/CLI). Currently dialled numbers already have these rules in place where a dialled number format will consist either as National (0x) or E164 (27) formats.


In addition to the current SIP Implementation we hereby notify all customers terminating local South African traffic to XConnect, that the following will apply i.e.

1. A – Number Identification or CLI

1.1 Normal Call

International originating ANI - These may not be refiled or changed by any party. The ANI must be consistent with E164 format ie. +27. No exceptions for a normal direct call.

National originating ANI - These may not be refiled or changed by any party. The ANI must be consistent with E164 format ie. +27. No exceptions for a normal direct call.


1.2 Diversion

Redirected or Call forwarded ANI’s – Diversion headers must be included in the appropriate SIP messages and conform to the below sample for Vodacom ie.If a user receives a call and Call Forward/Divert to an mobile number for instance.

1.3 Withheld CLI

Where the originating user opted to withhel their CLI

1. ANI Routing

Only the following number range CLI will be terminated except where a customer owns a range not listed below ie.

1. CODECS

Only the below codecs are allowed ie.

Priority 1 – G729

Priority 2 – PCMA/G711a




Regards

 

[YiannisH_3CX]

Not sure what your current configuration as this is not a supported provider but you may need to adjust your settings to conform with the changes made by your provider. Alternatively i would suggest using a supported provider. https://www.3cx.com/partners/sip-trunks/

 

[YiannisH_3CX]

Also we are unable to view the images. Perhaps you can fix the links so they are visible.

 

[Nkosana]

Not sure what your current configuration as this is not a supported provider but you may need to adjust your settings to conform with the changes made by your provider. Alternatively i would suggest using a supported provider. https://www.3cx.com/partners/sip-trunks/

Hi Yiannish,

Other providers offer retail not wholesale - we getting the service from our upstream at 50% less than the supported provider and add our margin which matches the rate of the supported provider. In short we are at the same league with them.


Is it feasible for us to be the supported provider ?


I tried playing around with the P- Asserted fields with no luck, if I would like go that route which info should I request from my upstream so that I can make the right adjustment on 3CX.

Which strategy can I play to get the right setting and make the changes on 3CX.


Thanks
Nkosana

 

[leejor]

The document from your provider would seem to indicate that you cannot change caller ID to anything that you have not been assigned (by them). The fact that calls go though when you "bypass 3CX" suggests that the caller ID may be different when using 3CX. You'd need to confirm this. They should also be able to tell you exactly why the call is being rejected.

 

[Nkosana]

Also we are unable to view the images. Perhaps you can fix the links so they are visible.

Hi Yiannish,

Se below the call logs,

Isn't it there are inline with what document speciffies ?

12/10/2018 9:35:11 AM - Call to T:Line:10001>>27828679627@[Dev:sip:[email protected]:5060] from L:262.1[Extn:300] failed, cause: Cause: 480 Temporarily not available/INVITE from 196.2.126.44:5060
12/10/2018 9:32:20 AM - Call to T:Line:10001>>27828679627@[Dev:sip:[email protected]:5060] from L:261.1[Extn:300] failed, cause: Cause: 480 Temporarily not available/INVITE from 196.2.126.44:5060
12/10/2018 9:04:33 AM - Call to T:Line:10001>>27828679627@[Dev:sip:[email protected]:5060] from L:259.1[Extn:300] failed, cause: Cause: 480 Temporarily not available/INVITE from 196.2.126.44:5060

 

[Nkosana]

The document from your provider would seem to indicate that you cannot change caller ID to anything that you have not been assigned (by them). The fact that calls go though when you "bypass 3CX" suggests that the caller ID may be different when using 3CX. You'd need to confirm this. They should also be able to tell you exactly why the call is being rejected.

Hi leejor,

Here are the logs below and the pdf version of the doc with the pictures.

12/10/2018 9:35:11 AM - Call to T:Line:10001>>27828679627@[Dev:sip:[email protected]:5060] from L:262.1[Extn:300] failed, cause: Cause: 480 Temporarily not available/INVITE from 196.2.126.44:5060
12/10/2018 9:32:20 AM - Call to T:Line:10001>>27828679627@[Dev:sip:[email protected]:5060] from L:261.1[Extn:300] failed, cause: Cause: 480 Temporarily not available/INVITE from 196.2.126.44:5060
12/10/2018 9:04:33 AM - Call to T:Line:10001>>27828679627@[Dev:sip:[email protected]:5060] from L:259.1[Extn:300] failed, cause: Cause: 480 Temporarily not available/INVITE from 196.2.126.44:5060