User press 115 but its going to 111. confirmed with the user

[Song]

Hi,
This is hard to troubleshoot, but maybe someone experience the same issues. Maybe its a dialtone issues or the tone issues that needed to be adjust on 3cx side? Anyway, so a user called into the IVR and then the user press 115, but it ring to 111. user at extension picked it up at 111 and ask the guest what number did you dial. The guest says 115. Ok. so the user tell the guest to hang up and call back again by pressing 115. Again it goes to extension 111. So the guest is not lying. Strange thing is in the IVR log i see it show the guest press 1 1 1. So what can be causing this issues? anyone know. I'm pulling my hair on this.

Here is the log from this two incident.
call log:
07/16/2020 1:24:11 PM ELLEN (323937xxxx) 111 Lynda (111) 00:00:41
07/16/2020 1:23:55 PM ELLEN (323937xxxx) IVR (800) 00:00:14
07/16/2020 1:22:56 PM ELLEN (323937xxxx) 111 Lynda (111) 00:00:40
07/16/2020 1:22:39 PM ELLEN (323937xxxx) IVR (800) 00:00:14

3cxIVR.log
13:22:39.376 [00007d7c] IVRHandlerMENU = 800
16/07/2020 13:22:39.376 [00007d7c] IVRHandlerTO = 800
16/07/2020 13:22:39.376 [00007d7c] IVRHandlerFROM = 323937xxxx
16/07/2020 13:22:39.376 [00007d7c] IVRHandlerIN = 1
16/07/2020 13:22:39.376 [00007d7c] IVRHandlerDID = -
16/07/2020 13:22:39.376 [00007d7c] 2107 NEW IVR : 323937xxxx -> 800 (800)
16/07/2020 13:22:39.376 [00007d7c] 2107 ENQUEUE START 0
16/07/2020 13:22:39.376 [00007d7c] DR Added new session 2107, total 1
16/07/2020 13:22:39.376 [00007d82] 2107 PROCESS START 0
16/07/2020 13:22:39.376 [00007d82] 2107 $_I = 2107
16/07/2020 13:22:39.376 [00007d82] 2107 $_A = 323937xxxx
16/07/2020 13:22:39.376 [00007d82] 2107 $_B = 800
16/07/2020 13:22:39.376 [00007d82] 2107 $_C =
16/07/2020 13:22:39.376 [00007d82] 2107 $_P = #EMPTY
16/07/2020 13:22:39.376 [00007d82] 2107 $_V = -
16/07/2020 13:22:39.376 [00007d82] 2107 $_S = 5060
16/07/2020 13:22:39.376 [00007d82] 2107 $_O = 177
16/07/2020 13:22:39.376 [00007d82] 2107 PromptSet aa07583f-b260-48ba-aa06-dcb60f4cc951
16/07/2020 13:22:39.376 [00007d82] IVR session has been started for call from 323937xxxx
16/07/2020 13:22:39.376 [00007d82] 2107 Starting 12PromptAction
16/07/2020 13:22:39.376 [00007d82] 2107 PLAY id = 1 : Greeting.wav = /var/lib/3cxpbx/Instance1/Data/Ivr/Prompts/Greeting.wav
16/07/2020 13:22:39.376 [00007d82] /home/repomaster/workspace/Releases/16.0.SP4/Sources/Projects/Common/VoIPFileEngine/IMMFileStreamReader.cpp(144) /var/lib/3cxpbx/Instance1/Data/Ivr/Prompts/Greeting.wav taken from the cache
16/07/2020 13:22:39.376 [00007d82] 2107 Awaiting result
16/07/2020 13:22:52.460 [00007d7a] 2107 ENQUEUE DTMF 1 of type 4
16/07/2020 13:22:52.460 [00007d82] 2107 PROCESS DTMF 1 of type 4
16/07/2020 13:22:52.460 [00007d82] 2107 Locked DTMF type to RFC2833
16/07/2020 13:22:52.460 [00007d82] 2107 DTMF buffer: + 1
16/07/2020 13:22:52.460 [00007d82] 2107 Cancelling Playback
16/07/2020 13:22:52.460 [00007d82] DR Added session from timer, total 1
16/07/2020 13:22:52.460 [00007d82] 2107 TM_SET 'INTER-DIGIT' for 2000 ms -> 4
16/07/2020 13:22:52.460 [00007d82] 2107 Still awaiting result
16/07/2020 13:22:52.620 [00007d7a] 2107 ENQUEUE DTMF 1 of type 4
16/07/2020 13:22:52.620 [00007d82] 2107 PROCESS DTMF 1 of type 4
16/07/2020 13:22:52.620 [00007d82] 2107 DTMF buffer: 1 + 1
16/07/2020 13:22:52.620 [00007d82] 2107 TM_CAN 'INTER-DIGIT' -> 4
16/07/2020 13:22:52.620 [00007d82] DR Added session from timer, total 1
16/07/2020 13:22:52.620 [00007d82] 2107 TM_SET 'INTER-DIGIT' for 2000 ms -> 2
16/07/2020 13:22:52.620 [00007d82] 2107 Still awaiting result
16/07/2020 13:22:52.860 [00007d7a] 2107 ENQUEUE DTMF 1 of type 4
16/07/2020 13:22:52.860 [00007d82] 2107 PROCESS DTMF 1 of type 4
16/07/2020 13:22:52.860 [00007d82] 2107 DTMF buffer: 11 + 1
16/07/2020 13:22:52.860 [00007d82] 2107 TM_CAN 'INTER-DIGIT' -> 2
16/07/2020 13:22:52.860 [00007d82] 2107 Grammar OK: [0-9]{3}|0|2|4|5|7|9
16/07/2020 13:22:52.860 [00007d82] 2107 DTMF buffer: 111
16/07/2020 13:22:52.860 [00007d82] 2107 Continue with new action
16/07/2020 13:22:52.860 [00007d82] 2107 Starting N19DigitalReceptionist18DTMFTransferActionE
16/07/2020 13:22:52.860 [00007d82] 2107 $dest = 111
16/07/2020 13:22:52.860 [00007d82] 2107 $trprompt = 1
16/07/2020 13:22:52.860 [00007d82] 2107 Starting 14TransferAction
16/07/2020 13:22:52.860 [00007d82] 2107 Transferring to sip:[email protected]:5060
16/07/2020 13:22:52.860 [00007d82] 2107 Awaiting result
16/07/2020 13:22:53.520 [00007d68] Inserted: CONNECTION.6944
16/07/2020 13:22:53.520 [00007d68] IVR Collect : CONNECTION
16/07/2020 13:22:56.569 [00007d68] Updated: CONNECTION.6942
16/07/2020 13:22:56.569 [00007d68] IVR Collect : CONNECTION
16/07/2020 13:22:56.571 [00007d68] Updated: CONNECTION.6944
16/07/2020 13:22:56.571 [00007d68] IVR Collect : CONNECTION
16/07/2020 13:22:56.717 [00007d7c] Call from 323937xxxx transfered successfully to sip:[email protected]:5060
16/07/2020 13:22:56.717 [00007d7c] DR Session 2107 has been ended by PBX, total 0

seond time:
13:23:55.866 [00007d7c] IVRHandlerMENU = 800
16/07/2020 13:23:55.866 [00007d7c] IVRHandlerTO = 800
16/07/2020 13:23:55.866 [00007d7c] IVRHandlerFROM = 323937xxxx
16/07/2020 13:23:55.866 [00007d7c] IVRHandlerIN = 1
16/07/2020 13:23:55.866 [00007d7c] IVRHandlerDID = -
16/07/2020 13:23:55.866 [00007d7c] 2108 NEW IVR : 323937xxxx -> 800 (800)
16/07/2020 13:23:55.866 [00007d7c] 2108 ENQUEUE START 0
16/07/2020 13:23:55.866 [00007d7c] DR Added new session 2108, total 1
16/07/2020 13:23:55.866 [00007d82] 2108 PROCESS START 0
16/07/2020 13:23:55.866 [00007d82] 2108 $_I = 2108
16/07/2020 13:23:55.866 [00007d82] 2108 $_A = 323937xxxx
16/07/2020 13:23:55.866 [00007d82] 2108 $_B = 800
16/07/2020 13:23:55.866 [00007d82] 2108 $_C =
16/07/2020 13:23:55.866 [00007d82] 2108 $_P = #EMPTY
16/07/2020 13:23:55.866 [00007d82] 2108 $_V = -
16/07/2020 13:23:55.866 [00007d82] 2108 $_S = 5060
16/07/2020 13:23:55.866 [00007d82] 2108 $_O = 177
16/07/2020 13:23:55.866 [00007d82] 2108 PromptSet aa07583f-b260-48ba-aa06-dcb60f4cc951
16/07/2020 13:23:55.866 [00007d82] IVR session has been started for call from 323937xxxx
16/07/2020 13:23:55.866 [00007d82] 2108 Starting 12PromptAction
16/07/2020 13:23:55.866 [00007d82] 2108 PLAY id = 1 : Greeting.wav = /var/lib/3cxpbx/Instance1/Data/Ivr/Prompts/Greeting.wav
16/07/2020 13:23:55.866 [00007d82] /home/repomaster/workspace/Releases/16.0.SP4/Sources/Projects/Common/VoIPFileEngine/IMMFileStreamReader.cpp(144) /var/lib/3cxpbx/Instance1/Data/Ivr/Prompts/Greeting.wav taken from the cache
16/07/2020 13:23:55.866 [00007d82] 2108 Awaiting result
16/07/2020 13:24:08.572 [00007d7a] 2108 ENQUEUE DTMF 1 of type 4
16/07/2020 13:24:08.572 [00007d82] 2108 PROCESS DTMF 1 of type 4
16/07/2020 13:24:08.572 [00007d82] 2108 Locked DTMF type to RFC2833
16/07/2020 13:24:08.572 [00007d82] 2108 DTMF buffer: + 1
16/07/2020 13:24:08.572 [00007d82] 2108 Cancelling Playback
16/07/2020 13:24:08.572 [00007d82] DR Added session from timer, total 1
16/07/2020 13:24:08.572 [00007d82] 2108 TM_SET 'INTER-DIGIT' for 2000 ms -> 2
16/07/2020 13:24:08.572 [00007d82] 2108 Still awaiting result
16/07/2020 13:24:08.652 [00007d7a] 2108 ENQUEUE DTMF 1 of type 4
16/07/2020 13:24:08.652 [00007d82] 2108 PROCESS DTMF 1 of type 4
16/07/2020 13:24:08.652 [00007d82] 2108 DTMF buffer: 1 + 1
16/07/2020 13:24:08.652 [00007d82] 2108 TM_CAN 'INTER-DIGIT' -> 2
16/07/2020 13:24:08.652 [00007d82] DR Added session from timer, total 1
16/07/2020 13:24:08.652 [00007d82] 2108 TM_SET 'INTER-DIGIT' for 2000 ms -> 4
16/07/2020 13:24:08.652 [00007d82] 2108 Still awaiting result
16/07/2020 13:24:09.042 [00007d7a] 2108 ENQUEUE DTMF 1 of type 4
16/07/2020 13:24:09.042 [00007d82] 2108 PROCESS DTMF 1 of type 4
16/07/2020 13:24:09.042 [00007d82] 2108 DTMF buffer: 11 + 1
16/07/2020 13:24:09.042 [00007d82] 2108 TM_CAN 'INTER-DIGIT' -> 4
16/07/2020 13:24:09.042 [00007d82] 2108 Grammar OK: [0-9]{3}|0|2|4|5|7|9
16/07/2020 13:24:09.042 [00007d82] 2108 DTMF buffer: 111
16/07/2020 13:24:09.042 [00007d82] 2108 Continue with new action
16/07/2020 13:24:09.042 [00007d82] 2108 Starting N19DigitalReceptionist18DTMFTransferActionE
16/07/2020 13:24:09.042 [00007d82] 2108 $dest = 111
16/07/2020 13:24:09.042 [00007d82] 2108 $trprompt = 1
16/07/2020 13:24:09.042 [00007d82] 2108 Starting 14TransferAction
16/07/2020 13:24:09.042 [00007d82] 2108 Transferring to sip:[email protected]:5060
16/07/2020 13:24:09.042 [00007d82] 2108 Awaiting result
16/07/2020 13:24:09.559 [00007d68] Inserted: CONNECTION.6947
16/07/2020 13:24:09.559 [00007d68] IVR Collect : CONNECTION
16/07/2020 13:24:11.824 [00007d68] Updated: CONNECTION.6945
16/07/2020 13:24:11.824 [00007d68] IVR Collect : CONNECTION
16/07/2020 13:24:11.826 [00007d68] Updated: CONNECTION.6947
16/07/2020 13:24:11.826 [00007d68] IVR Collect : CONNECTION
16/07/2020 13:24:11.974 [00007d7c] Call from 323937xxxx transfered successfully to sip:[email protected]:5060
16/07/2020 13:24:11.974 [00007d7c] DR Session 2108 has been ended by PBX, total 0
16/07/2020 13:24:11.974 [00007d7c] 2108 ENQUEUE EXIT 0
16/07/2020 13:24:11.974 [00007d7c] RTP frees ports 12852, 12853
16/07/2020 13:24:11.974 [00007d82] 2108 PROCESS EXIT 0
16/07/2020 13:24:11.974 [00007d82] 2108 OnExit - do nothing
16/07/2020 13:24:11.974 [00007d82] 2108 Stack is cleared
16/07/2020 13:24:11.974 [00007d82] 2108 Closing Media...

 

[leejor]

Does it do the same thing if you dial the IVR from another extension?
Have you checked the 3CX Activity Log to see why the call rings where it does?

 

[Song]

This only happen sometime. and we cannot figure this out. It is maybe some kind of tone that the user is pressing and it is not regonizing it so it think it is 1 1 1 instead of 1 1 5. I tried to call in to the main line and press 115 and it goes to 115. i tried it about 10 time and 10 times it goes to 115. So i don't what is so special about that one caller. This happen like a couple of times a day that user press the correct number but it goes to extension 111. So strange..I cannot firgure this out. Maybe i'll just get a support ticket open for this.

I downloaded the support log file and I do not see Activities log in there. Where can i downloa that and take a look.

 

[leejor]

I can't see how something would decipher a 5 as a 1, as both tones used to make that digit in DTMF are different. It may be that the last digit is being detected twice for some reason.

 

[Song]

I can't see how something would decipher a 5 as a 1, as both tones used to make that digit in DTMF are different. It may be that the last digit is being detected twice for some reason.

That is possible. But I tried like 10 times again just pushing it fast.. It never went to extension 111 when I press 115. I press it fast sometime and slow and fast and fast. Still went to 115. The user did confirmed with the guest that she indeed press 115 . So that is not a lie. Its really hard to troubleshoot this becuase its random. I'm still thinking its a tone issues with some provider? or maybe the codec i'm using is not correct?

I'm pulling my hair on this.. I think I will need to put in a ticket with 3cx tech support and see what they can find out.

 

[leejor]

...and did you check the Activity Log when it does this, to see if there is some other reason the call is going there?

If other digits (extensions) are dialled, do they work?

 

[Song]

...and did you check the Activity Log when it does this, to see if there is some other reason the call is going there?

If other digits (extensions) are dialled, do they work?

I can't seem to find the activity log? in the dashboard I do see the activity log there, but I cannot go to today activity log becuase it is gone. By any chance it is in the support download log with the other logs? Yes other digits extentions are dialled it work fine. LIke I says, tried myself just dialing other extension and it work fine. I cannot reproduce it. This only happen to some people calling in. Humm,, thinking about it. I did turn the log to verbose. Maybe that is messing things up? Can that be possible?

This is a didicated 3cx server with i5 with 8GB memory and SSD drive. So I don't think the logging will trip it.

 

[AWS2P]

No with this kind of hardware you have no chance this interfere with PBX behavior.

Is this problem coming the same from internal and external calls?

 

[Song]

No with this kind of hardware you have no chance this interfere with PBX behavior.

Is this problem coming the same from internal and external calls?

this only happen external calls calling in..

 

[leejor]

What type of trunks are you using? Is it a gateway, or 3CX supported SIP provider?
Did this problem just start (recent upgrade?), or has it been happening since the PBX was installed?

 

[Song]

What type of trunks are you using? Is it a gateway, or 3CX supported SIP provider?
Did this problem just start (recent upgrade?), or has it been happening since the PBX was installed?

We are using the Patton FXO gateway. the provider is AT&T handling off the analog to us. This happen ever since we installed the PBX. But we didn't notice that until the user keep on complaining why they are getting messages not for them. We traced it a couple of times int he log and see the guest did press that number. So we thought the guest was lying. So yeah this has been happening since day one.

thank you..

 

[leejor]

Since you are using a Gateway, the DTMF will be coming in to that as analogue. There could be a number of issues. One of the analogue lines may have a lower level than the others, or some distortion, this could explain it working sometimes, and not at others. This could be a faulty linecard at the AT&T end. Your provider should be able to test that. You could attempt to force test calls on to each line at a time, to see if you can isolate.

There might be an issue with the DTMF Method currently being used, in that there may be a more reliable choice. You'd have to investigate the current settings.

 

[Song]

Since you are using a Gateway, the DTMF will be coming in to that as analogue. There could be a number of issues. One of the analogue lines may have a lower level than the others, or some distortion, this could explain it working sometimes, and not at others. This could be a faulty linecard at the AT&T end. Your provider should be able to test that. You could attempt to force test calls on to each line at a time, to see if you can isolate.

There might be an issue with the DTMF Method currently being used, in that there may be a more reliable choice. You'd have to investigate the current settings.

Yes. this sound like the right path. you mean force test the call on each line and press 115 and see if it goes to 111 correct? I see what you mean. Maybe one of the line is messing it up. I Have downloaded the support log. is there a way to go into the log and see at that given time how many incoming lines was in used? so i know which line to test it out specificly..

 

[leejor]

It all depends on how your gateway was set up. If all incomimg calls come from the gateway IP, and a single port, on the gateway, then that won't help. If you have each line set with an individule DID number, then you could use that to trace.

 

[Song]

It all depends on how your gateway was set up. If all incomimg calls come from the gateway IP, and a single port, on the gateway, then that won't help. If you have each line set with an individule DID number, then you could use that to trace.

So we have like 5 analog line. the main line will roll over to the 2nd line and 3rd line and 4th line and 5th line. On the patton gateway it will show something like line 1 = 000001. line 2 = 000002.

 

[leejor]

If the four overlines were assigned "real" numbers, and not pseudo numbers, they you could dial directly into them for testing. Otherwise, the Activity Log should show the "DID" numbers, for each call. You would have to cause lines to be busy, to force calls to hunt past them.

 

[Song]

If the four overlines were assigned "real" numbers, and not pseudo numbers, they you could dial directly into them for testing. Otherwise, the Activity Log should show the "DID" numbers, for each call. You would have to cause lines to be busy, to force calls to hunt past them.

That is so true. yes. good ideas.. each one have its own DID. so i'll call each line and test and provide feedback. hopefully one of the line is acting up and I can either one tell the provider to fix it or 2. just not have it in the system .. thank you..

 

[Song]

Since its going to the patton gateway . There is an option under the Voip Profile.
DTMF Relay sett o Default. I do not know what the default mean. But there is other option
RTP
Singaling
Should I be messing around with those setting and see if it help..

 

[leejor]

I have not used that gateway, so I cannot advise. Someone else, on the forum, probably has, and may offer some comments.

Make note of all of the original settings before making any changes, and do one at a time, to see if it has fixed the issue (or broken something), before changing another.
Setting may revert to the originals if the gateway is re-provisioned.

The fact that this does not happen all of the time, leads me to believe it is not a common setting , but a line problem.