Solved v18 Beta 1 Remote Extensions No Longer Working

[skywaveorg]

The remote extensions can be dialed from our office, but they cannot dial out to a local extension or through the SIP trunk. What changed between v16 and v18 regarding remote extensions?

07/22/2021 10:20:57 AM - Leg L:52.1[Extn:2904] is terminated: Cause: BYE from PBX
07/22/2021 10:20:57 AM - Terminated from "FirstName LastName" <sip:[email protected]:5062>;tag=871792653 to <sip:[email protected]:5062>;tag=f3561c33; reason: Rejected
07/22/2021 10:20:57 AM - L:52.1[Extn:2904] Sending: OnSendResp Send 404/INVITE from 0.0.0.0:0 tid=309515782 [email protected]:

SIP/2.0 404 Not Found

Via: SIP/2.0/UDP 192.168.0.113:5065;branch=z9hG4bK309515782;rport=5065;received=172.301.247.184

To: <sip:[email protected]:5062>;tag=f3561c33

From: "FirstName LastName" <sip:[email protected]:5062>;tag=871792653

Call-ID: [email protected]

CSeq: 40 INVITE

Warning: 499 pbx.domain.org "Not found"

Content-Length: 0



07/22/2021 10:20:57 AM - SendMsg from <sip:[email protected]:5062>;tag=f3561c33 to "FirstName LastName" <sip:[email protected]:5062>;tag=871792653
07/22/2021 10:20:57 AM - Call(C:52) is terminated
07/22/2021 10:20:57 AM - [CM503020]: Call(C:52): Normal call termination. Call originator: Extn:2904. Reason: Not found
07/22/2021 10:20:57 AM - [CM503016]: Call(C:52): Attempt to reach <sip:[email protected]:5062> from Extn:2904 has failed. Reason: Not Found
07/22/2021 10:20:57 AM - [CM503014]: Call(C:52): No known route from Extn:2904 to target: <sip:[email protected]:5062/UDP>
07/22/2021 10:20:57 AM - Call(C:52): from Extn:2904 to 2011 doesn't match any known extension number.
07/22/2021 10:20:57 AM - [Flow] Call(C:52): Direct SIP call to <sip:[email protected]:5062>
07/22/2021 10:20:57 AM - [CM503010]: Call(C:52): Making route(s) from Extn:2904 to <sip:[email protected]:5062/UDP>
07/22/2021 10:20:57 AM - Remote SDP is set for leg L:52.1[Extn:2904]
07/22/2021 10:20:57 AM - [CM505001]: Endpoint Extn:2904: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Grandstream GXP2160 1.0.11.35 000b827460d9] PBX contact: [sip:[email protected]:5062]
07/22/2021 10:20:57 AM - Inbound DID: ''; Phonebook Name: ''
07/22/2021 10:20:57 AM - [CM500002]: Call(C:52): Info on incoming INVITE from Extn:2904:

Invite-IN Recv Req INVITE from 172.301.247.184:5065 tid=309515782 [email protected]:

INVITE sip:[email protected]:5062 SIP/2.0

Via: SIP/2.0/UDP 192.168.0.113:5065;branch=z9hG4bK309515782;rport=5065;received=172.301.247.184

Max-Forwards: 70

Contact: "FirstName LastName" <sip:[email protected]:5065>

To: <sip:[email protected]:5062>

From: "FirstName LastName" <sip:[email protected]:5062>;tag=871792653

Call-ID: [email protected]

CSeq: 40 INVITE

Accept: application/sdp, application/dtmf-relay

Allow: INVITE, ACK, OPTIONS, CANCEL, BYE, SUBSCRIBE, NOTIFY, INFO, REFER, UPDATE, MESSAGE

Content-Type: application/sdp

Supported: replaces, path, timer

User-Agent: Grandstream GXP2160 1.0.11.35 000b827460d9

Privacy: none

P-Preferred-Identity: "FirstName LastName" <sip:[email protected]:5062>

P-Access-Network-Info: IEEE-EUI-48;eui-48-addr=D8-0D-17-9B-14-6B

P-Emergency-Info: IEEE-EUI-48;eui-48-addr=00-0B-82-74-60-D9

Content-Length: 309



v=0

o=2904 8000 8000 IN IP4 192.168.0.113

s=SIP Call

c=IN IP4 192.168.0.113

t=0 0

m=audio 14006 RTP/AVP 9 0 8 18 101

a=sendrecv

a=rtpmap:9 G722/8000

a=ptime:20

a=rtpmap:0 PCMU/8000

a=rtpmap:8 PCMA/8000

a=rtpmap:18 G729/8000

a=fmtp:18 annexb=no

a=rtpmap:101 telephone-event/8000

a=fmtp:101 0-15

07/22/2021 10:20:57 AM - [CM503001]: Call(C:52): Incoming call from Extn:2904 to <sip:[email protected]:5062>
07/22/2021 10:20:57 AM - IncomingCall: C:52 from <sip:[email protected]:5062/UDP> to <sip:[email protected]:5062/UDP>
07/22/2021 10:20:57 AM - Added leg L:C:52.1[No endpoint yet]
07/22/2021 10:20:57 AM - Call from "FirstName LastName" <sip:[email protected]:5062>;tag=871792653 to <sip:[email protected]:5062>;tag=f3561c33
07/22/2021 10:20:57 AM - CSTA: onReadyToSend: CSTA Send 200/INFO from 0.0.0.0:0 tid=1399664114 Call-ID=oJFqcL1qENMWy-870Rz7Cg..:

SIP/2.0 200 OK

Via: SIP/2.0/UDP 192.168.0.113:5065;branch=z9hG4bK1399664114;rport=5065;received=172.301.247.184

Contact: <sip:[email protected]:5062>

To: <sip:[email protected]:5062>;tag=6970f96f

From: <sip:[email protected]:5065>;tag=1461747436

Call-ID: oJFqcL1qENMWy-870Rz7Cg..

CSeq: 7 INFO

User-Agent: 3CXPhoneSystem 18.0.0.1849 (1849)

Content-Length: 0



07/22/2021 10:20:57 AM - CSTA: on info: CSTA Recv Req INFO from 172.301.247.184:5065 tid=1399664114 Call-ID=oJFqcL1qENMWy-870Rz7Cg..:

INFO sip:[email protected]:5062 SIP/2.0

Via: SIP/2.0/UDP 192.168.0.113:5065;branch=z9hG4bK1399664114;rport=5065;received=172.301.247.184

Max-Forwards: 70

Contact: <sip:[email protected]:5065>

To: <sip:[email protected]:5062>;tag=6970f96f

From: <sip:[email protected]:5065>;tag=1461747436

Call-ID: oJFqcL1qENMWy-870Rz7Cg..

CSeq: 7 INFO

Allow: INVITE, ACK, OPTIONS, CANCEL, BYE, SUBSCRIBE, NOTIFY, INFO, REFER, UPDATE, MESSAGE

Content-Disposition: signal;handling=required

Content-Type: application/csta+xml

Supported: replaces, path, timer

User-Agent: Grandstream GXP2160 1.0.11.35 000b827460d9

Content-Length: 598



<?xml version="1.0" encoding="UTF-8"?>
<OriginatedEvent xmlns="http://www.ecma-international.org/standards/ecma-323/csta/ed5">
    <monitorCrossRefID>0</monitorCrossRefID>
    <originatedConnection>
        <callID>1</callID>
        <deviceID>sip:[email protected]:5062</deviceID>
    </originatedConnection>
    <callingDevice>
        <deviceIdentifier>sip:[email protected]:5062</deviceIdentifier>
    </callingDevice>
    <calledDevice>
        <deviceIdentifier>sip:[email protected]:5062</deviceIdentifier>
    </calledDevice>
    <localConnectionInfo>connected</localConnectionInfo>
    <cause>normal</cause>
</OriginatedEvent>

 

[JohnS_3CX]

Hi,

Please open those two extensions and scan the QR code on two mobiles using the 3CX app.

Then have them call each other.

Let's see if this works first before we troubleshoot the deskphones.

 

[skywaveorg]

It looks like the 3CX app is having issues as well dialing out. So did the network requirements change for v18, do I need to open more ports up?

 

[JohnS_3CX]

Judging from your logs it appears the system cannot find the extension number you tried to dial:

07/22/2021 10:20:57 AM - Call(C:52): from Extn:2904 to 2011 doesn't match any known extension number.

I for example get the same message when I try to dial a non existent extension on my system:

23/07/2021 09:29:28 - Call(C:103): from Extn:096 to 400 doesn't match any known extension number.

I hate to ask the obvious, but does 2011 really exist on the system you are testing or is this just a case of mistaken identity?

 

[skywaveorg]

It does exist, and my configuration has not changed from v17. All external desk phones worked without issue before I upgraded to v18. This is a new issue with v18.

 

[JohnS_3CX]

There is no V17, we skipped from 16->18

Please also check your extensions (ie. 2011) and tell me if they have any value typed in the SIP ID field.

If so, remove it, save and try calling it again.

 

[skywaveorg]

The SIP ID option is empty for every extension so it doesn't appear to be related to that

 

[JohnS_3CX]

Take a look under Settings > Network > FQDN and let me know if

1. your FQDN appears correctly here
2. your FQDN appears correctly here too
3. this option is currently ON or OFF

 

[skywaveorg]

It looks like it's using the my3cx.us FQDN and not the pbx.xxx.org that I thought it would be using.

 

[JohnS_3CX]

those two fields should be exactly the same, just like your FQDN you use to access the managment console / web client.

If they are not, copy the top field and paste in the bottom one. Press ok to save and try to make a call.

 

[skywaveorg]

Yep that fixed the issue! Is the only way to use my own FQDN is re-installing the PBX software?

 

[JohnS_3CX]

Yes absolutely, if you try modifying it without reinstalling it will cause some very bad results

To modify it you will need to take a backup without the FQDN option ticked, then you need to visit your customer portal and release your current FQDN (which will be lost).

Then during fresh installation, you can restore from backup to keep the rest of your setup, but you will be given the option to use your own FQDN.

Do note though, that you will:

- be responsible for buying, installing, and updating your own certificates
- you need to also make sure your phones accept the new certificate provider you choose (each brand and model series is different - you have to contact the manufacturer to see which ones they support)
- you need to update your own DNS records
- your existing webmeeting links will become invalidated
- all remote SBCs, phones and clients will need to be provisioned from scratch

All in all, your 3CX license already provides a lot automated functionality which will now have to become manual work - I would recommend to weigh that against the benefits provided by using a custom FQDN to see if it is worth the effort or not.

Let me know if you have any additional questions and I will be glad to help!

 

[skywaveorg]

Yes absolutely, if you try modifying it without reinstalling it will cause some very bad results

To modify it you will need to take a backup without the FQDN option ticked, then you need to visit your customer portal and release your current FQDN (which will be lost).

Then during fresh installation, you can restore from backup to keep the rest of your setup, but you will be given the option to use your own FQDN.

Do note though, that you will:

- be responsible for buying, installing, and updating your own certificates
- you need to also make sure your phones accept the new certificate provider you choose (each brand and model series is different - you have to contact the manufacturer to see which ones they support)
- you need to update your own DNS records
- your existing webmeeting links will become invalidated
- all remote SBCs, phones and clients will need to be provisioned from scratch

All in all, your 3CX license already provides a lot automated functionality which will now have to become manual work - I would recommend to weigh that against the benefits provided by using a custom FQDN to see if it is worth the effort or not.

Let me know if you have any additional questions and I will be glad to help!

Thank you for the information, I will leave it as-is!

 

[JohnS_3CX]

No problem, glad we got it sorted!