Unsupported Unsupported provider

[clendee]

Hi folks,

I'm a bit of a noob to this VOIP world.

I have setup 3CX PRO (v18.0) on Digital Ocean.
I have a SIP trunk with Andrews & Arnold in the UK.

On speaking to the SIP provider, everything is set up correctly their end.
When I try to ring into my DO 3CX install via our main line in, I just get dead air, no ringing tone. Also, the IVR does not start at all currently, even though it has been setup in the 3CX portal to do so.

Though sometimes it does kick in and other times it doesn't, though I have never heard a ringing tone. Its quite frustrating.

Ringing out to external numbers works perfectly.

Does anyone have any thoughts on this issue?
Many thanks.

 

[gtcldn]

So you set your SIP trunks and IVR.
In the Sip trunk, have you routed how your calls will be routed?
Example: Route to Main trunk No: # ### ### ####
destination for calls during office hours: choose ext. or the digital receptionist you created,
you can set the office hours here as well, or if yours are a little more complicated and not a 9-5 you can create an extension and use the fowarding rules to route your calls depending on time. then just have the sip trunk point to that ext.

hope this helped

 

[clendee]

Hi, thank you for your response.
Yes, I've setup the SIP trunks and the IVR. We have a simple setup, where an external caller goes directly to the IVR which is then routed to 1 of 5 options depending on external callers keypress.

This morning, it all works again. Its the intermittent nature of the issue that is quite frustrating. How can it be working one day and not the next. No changes were made in the admin console during this time.

 

[JohnS_3CX]

Hi,

Two simple tests:

- Call the IVR internally to confirm it works

- Send the trunk calls directly to an extension instead of the IVR, and call in to make sure it works


You are using an unsupported provider, it's not unheard of to not have the progress tone / ringing tone play in these cases.

If you are new to VoIP it definitely helps choosing a preferred or supported provider that we have already tested and have ready-made configs for them. https://www.3cx.com/partners/sip-trunks/uk/

 

[clendee]

Thank you for your comments. I appreciate any feedback and have been looking into some of the supported provider options.

So, connecting in to the IVR from externally worked for a few hours this morning and has now stopped working again.

- I can call the IVR internally without issue

- When I send the trunk calls directly to an extension, I heard the ringing tone (for the first time ever) on an incoming call, however I couldn't hear the voicemail greeting as that user didn't pick up.

 

[JohnS_3CX]

It really sounds like a provider audio issue. This can usually happen when

- 3CX PBX is behind a firewall and the correct UDP port range has not been forwarded (9000 - 10999)
- The PBX VM has more than one NIC (and is not configured properly as per our guides specifically)
- The trunk settings are incorrect (including codecs)
- Using an unsupported provider (some might work fine, others might work intermittently)


We usually see the 1st reason causing audio issues so please confirm that first, and then run the firewall checker in the management console. Please note that the checker only looks at the first and last few ports, but you still have to forward the entire range regardless of whether the checker passes or not.

If you can't find a solution and will remain on this provider for now, you might need to get help from a 3CX partner so they can investigate.

 

[clendee]

- 3CX is using Digital Ocean pbxexpress instance, inbound ports 9000-10999 are open. Running the firewall checker gives me lots of green 'done' feedback on all the ports mentioned above. The only thing that comes in as 'not detected' is the SIP ALG. Everything else gets a green 'done' after it.

- The Digital Ocean hosted instance (which was built by your automated process) gets a single IPv4 and IPv6 address.

- Trunk settings... as it works sometimes and doesn't work other times, Im not sure what I should be changing in the trunk settings to 'repair' the issue. I'll look further into this.

- Yes, I am using an unsupported provider, though this provider has assured me they have hundreds of users running 3CX behind their SIP hosting services.

Can you recommend a 3CX partner that might be willing to troubleshoot this issue further for me?

 

[AWS2P]

If it's not a supported Trunk provider , i guess you did use a generic template to set the trunk ?
If so did you change specific settings or did you only set credentials to get the trunk connected , is it in green status on 3CX side ?

Perhaps could you ask your trunk provider for a tutorial giving you 3CX steps in detail to follow to be sure of what needs to be done

 

[clendee]

If it's not a supported Trunk provider , i guess you did use a generic template to set the trunk ?
If so did you change specific settings or did you only set credentials to get the trunk connected , is it in green status on 3CX side ?

Yes, I used a generic template to set the trunk.
I think I only set credentials to get the trunk connected. Im using IP based authentication.
The trunk shows as 'red !' in the dashboard and clicking on it gives the message 'I am using an unsupported trunk'.

 

[AWS2P]

Are you sure the sip provider requires only the credentials ip authentication and no other settings ,
Do you have a static public IP on DO vm ? and did you provided it to your sip provider ?