Incoming calls not working

Hi all, this morning our inbound calls have stopped working. Outbound calls are working, no changes have been made and this was working yesterday.

Is anyone able to help? I can see in inbound call in the full log, but not work out what is causing it. It would usually land the caller on a phone menu, which I can see attempted in the logs but on the device making the call, it just rings once and then silence for a few seconds before the line goes dead.

[2022-12-06 12:31:41] VERBOSE[2552][C-00000003] netsock2.c: Using SIP RTP TOS bits 184
[2022-12-06 12:31:41] VERBOSE[2552][C-00000003] netsock2.c: Using SIP RTP CoS mark 5
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:1] NoOp(“SIP/Zen Trunk 1-00000002”, “Catch-All DID Match - Found 01234567891 - You probably want a DID for this.”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:2] Set(“SIP/Zen Trunk 1-00000002”, “__FROM_DID=01234567891”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:3] Goto(“SIP/Zen Trunk 1-00000002”, “ext-did,s,1”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx_builtins.c: Goto (ext-did,s,1)
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:1] Set(“SIP/Zen Trunk 1-00000002”, “__DIRECTION=INBOUND”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:2] Set(“SIP/Zen Trunk 1-00000002”, “CHANNEL(tonezone)=us”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:3] ExecIf(“SIP/Zen Trunk 1-00000002”, “0?Set(__FROM_DID=s)”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:4] Set(“SIP/Zen Trunk 1-00000002”, “returnhere=1”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:5] Gosub(“SIP/Zen Trunk 1-00000002”, “app-blacklist-check,s,1()”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:1] GotoIf(“SIP/Zen Trunk 1-00000002”, “0?blacklisted”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:2] Set(“SIP/Zen Trunk 1-00000002”, “CALLED_BLACKLIST=1”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:3] Return(“SIP/Zen Trunk 1-00000002”, “”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:6] Set(“SIP/Zen Trunk 1-00000002”, “CDR(did)=01234567891”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:7] GotoIf(“SIP/Zen Trunk 1-00000002”, “0?”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:8] ExecIf(“SIP/Zen Trunk 1-00000002”, “1 ?Set(CALLERID(name)=+449876543210)”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:9] Set(“SIP/Zen Trunk 1-00000002”, “__MOHCLASS=”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:10] Ringing(“SIP/Zen Trunk 1-00000002”, “”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:11] Set(“SIP/Zen Trunk 1-00000002”, “__RINGINGSENT=TRUE”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:12] Set(“SIP/Zen Trunk 1-00000002”, “__REVERSAL_REJECT=FALSE”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:13] GotoIf(“SIP/Zen Trunk 1-00000002”, “1?post-reverse-charge”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx_builtins.c: Goto (ext-did,s,15)
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:15] NoOp(“SIP/Zen Trunk 1-00000002”, “”) in new stack
[2022-12-06 12:31:41] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:16] Wait(“SIP/Zen Trunk 1-00000002”, “2”) in new stack
[2022-12-06 12:31:43] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:17] Set(“SIP/Zen Trunk 1-00000002”, “__CALLINGNAMEPRES_SV=allowed_not_screened”) in new stack
[2022-12-06 12:31:43] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:18] Set(“SIP/Zen Trunk 1-00000002”, “__CALLINGNUMPRES_SV=allowed_not_screened”) in new stack
[2022-12-06 12:31:43] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:19] Set(“SIP/Zen Trunk 1-00000002”, “CALLERID(name-pres)=allowed_not_screened”) in new stack
[2022-12-06 12:31:43] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:20] Set(“SIP/Zen Trunk 1-00000002”, “CALLERID(num-pres)=allowed_not_screened”) in new stack
[2022-12-06 12:31:43] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:21] NoOp(“SIP/Zen Trunk 1-00000002”, “CallerID Entry Point”) in new stack
[2022-12-06 12:31:43] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:22] Set(“SIP/Zen Trunk 1-00000002”, “__CRM_DIRECTION=INBOUND”) in new stack
[2022-12-06 12:31:43] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:23] Set(“SIP/Zen Trunk 1-00000002”, “__CRM_SOURCE=+449876543210”) in new stack
[2022-12-06 12:31:43] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:24] Set(“SIP/Zen Trunk 1-00000002”, “__CRM_LINKEDID=1670329901.2”) in new stack
[2022-12-06 12:31:43] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:25] AGI(“SIP/Zen Trunk 1-00000002”, “agi://127.0.0.1/sangomacrm.agi,true”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] res_agi.c: <SIP/Zen Trunk 1-00000002>AGI Script agi://127.0.0.1/sangomacrm.agi completed, returning 0
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:26] ExecIf(“SIP/Zen Trunk 1-00000002”, “1?Set(CHANNEL(hangup_handler_push)=crm-hangup,s,1)”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:27] Goto(“SIP/Zen Trunk 1-00000002”, “timeconditions,1,1”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx_builtins.c: Goto (timeconditions,1,1)
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:1] Set(“SIP/Zen Trunk 1-00000002”, “DB(TC/1/INUSESTATE)=INUSE”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:2] Set(“SIP/Zen Trunk 1-00000002”, “DB(TC/1/NOT_INUSESTATE)=NOT_INUSE”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:3] NoOp(“SIP/Zen Trunk 1-00000002”, “TIMENOW: 12:31,Tue, 6,Dec,Europe/London”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:4] NoOp(“SIP/Zen Trunk 1-00000002”, “TIMEMATCHED: FALSE”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:5] GotoIfTime(“SIP/Zen Trunk 1-00000002”, “08:30-15:30,fri,,,Europe/London?truestate”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:6] NoOp(“SIP/Zen Trunk 1-00000002”, “TIMENOW: 12:31,Tue, 6,Dec,Europe/London”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:7] NoOp(“SIP/Zen Trunk 1-00000002”, “TIMEMATCHED: TRUE”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:8] GotoIfTime(“SIP/Zen Trunk 1-00000002”, “08:30-17:15,mon-thu,,,Europe/London?truestate”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx_builtins.c: Goto (timeconditions,1,17)
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:17] GotoIf(“SIP/Zen Trunk 1-00000002”, “0?falsegoto”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:18] ExecIf(“SIP/Zen Trunk 1-00000002”, “0?Set(DB(TC/1)=)”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:19] Set(“SIP/Zen Trunk 1-00000002”, “DEVICE_STATE(Custom:TC1)=NOT_INUSE”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:20] ExecIf(“SIP/Zen Trunk 1-00000002”, “0?Set(DEVICE_STATE(Custom:TCSTICKY)=INUSE)”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:21] GotoIf(“SIP/Zen Trunk 1-00000002”, “1?ivr-2,s,1”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx_builtins.c: Goto (ivr-2,s,1)
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:1] Set(“SIP/Zen Trunk 1-00000002”, “TIMEOUT_LOOPCOUNT=0”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:2] Set(“SIP/Zen Trunk 1-00000002”, “INVALID_LOOPCOUNT=0”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:3] Set(“SIP/Zen Trunk 1-00000002”, “_IVR_CONTEXT_ivr-2=”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:4] Set(“SIP/Zen Trunk 1-00000002”, “_IVR_CONTEXT=ivr-2”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:5] Set(“SIP/Zen Trunk 1-00000002”, “__IVR_RETVM=”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:6] GotoIf(“SIP/Zen Trunk 1-00000002”, “0?skip”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:7] Answer(“SIP/Zen Trunk 1-00000002”, “”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:8] Set(“SIP/Zen Trunk 1-00000002”, “IVR_MSG=custom/MK_Voicew_Menu”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:9] Set(“SIP/Zen Trunk 1-00000002”, “TIMEOUT(digit)=3”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] func_timeout.c: Digit timeout set to 3.000
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:10] ExecIf(“SIP/Zen Trunk 1-00000002”, “1?Background(custom/MK_Voicew_Menu)”) in new stack
[2022-12-06 12:31:44] VERBOSE[6585][C-00000003] file.c: <SIP/Zen Trunk 1-00000002> Playing ‘custom/MK_Voicew_Menu.slin’ (language ‘en_GB’)
[2022-12-06 12:31:50] WARNING[2552] chan_sip.c: Retransmission timeout reached on transmission 6129b941-ebd8-4d54-a555-cd6fcc3482fa for seqno 5156 (Critical Response) – See SIP Retransmissions - Asterisk Project - Asterisk Project Wiki
Packet timed out after 6399ms with no response
[2022-12-06 12:31:50] WARNING[2552] chan_sip.c: Hanging up call 6129b941-ebd8-4d54-a555-cd6fcc3482fa - no reply to our critical packet (see SIP Retransmissions - Asterisk Project - Asterisk Project Wiki).
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] pbx.c: Spawn extension (ivr-2, s, 10) exited non-zero on ‘SIP/Zen Trunk 1-00000002’
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:1] Hangup(“SIP/Zen Trunk 1-00000002”, “”) in new stack
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] pbx.c: Spawn extension (ivr-2, h, 1) exited non-zero on ‘SIP/Zen Trunk 1-00000002’
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] app_stack.c: SIP/Zen Trunk 1-00000002 Internal Gosub(crm-hangup,s,1) start
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:1] NoOp(“SIP/Zen Trunk 1-00000002”, “Sending Hangup to CRM”) in new stack
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:2] NoOp(“SIP/Zen Trunk 1-00000002”, “HANGUP CAUSE: 18”) in new stack
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:3] ExecIf(“SIP/Zen Trunk 1-00000002”, “0?Set(__CRM_VOICEMAIL=)”) in new stack
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:4] NoOp(“SIP/Zen Trunk 1-00000002”, “MASTER CHANNEL: 1670329901.2 = 1670329901.2”) in new stack
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:5] GotoIf(“SIP/Zen Trunk 1-00000002”, “0?return”) in new stack
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:6] Set(“SIP/Zen Trunk 1-00000002”, “__CRM_HANGUP=1”) in new stack
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:7] AGI(“SIP/Zen Trunk 1-00000002”, “agi://127.0.0.1/sangomacrm.agi”) in new stack
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] res_agi.c: <SIP/Zen Trunk 1-00000002>AGI Script agi://127.0.0.1/sangomacrm.agi completed, returning 0
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] pbx.c: Executing [[email protected]:8] Return(“SIP/Zen Trunk 1-00000002”, “”) in new stack
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] app_stack.c: Spawn extension (ivr-2, h, 1) exited non-zero on ‘SIP/Zen Trunk 1-00000002’
[2022-12-06 12:31:50] VERBOSE[6585][C-00000003] app_stack.c: SIP/Zen Trunk 1-00000002 Internal Gosub(crm-hangup,s,1) complete GOSUB_RETVAL=

it looks like it came inbound , hit a catch all route , navigated a time condition and landed on an IVR. - if youre not hearing that message its playing the subsequent timeout and hangup are related to no audio path being set up

Either Plivo didn’t get the 200 response to the incoming INVITE, or Asterisk didn’t receive the resulting ACK. Check that in Asterisk SIP settings, External Address is correctly set (your public IP address may have changed). Also check SIP Legacy Settings. If you change these, after Submit and Apply Config you must restart Asterisk.

If that’s not your issue, at the Asterisk command prompt type
sip set debug on
make a failing incoming call, paste the Asterisk log for the call at pastebin.freepbx.org and post the link here.

Thank you for the comments, I’m pretty sure the IP address hasn’t changed its a static IP.

I have modified real numbers and IP addresses, the inbound call in the logs has been modified to be received from +447706611111

https://pastebin.freepbx.org/view/5fb51e35

[2022-12-06 13:40:46] VERBOSE[2552] chan_sip.c:
<--- SIP read from UDP:219.29.7.229:5060 --->
INVITE sip:[email protected]:5060 SIP/2.0

What does this 219.29.7.229 represent? Is it a redacted value? If not, is any aspect of your infrastructure in Japan? That’s where the PBX seems to be sending the 200 OK, so it’s not surprising that it gets no response.

In any case, it’s unusual for the host part of the SIP URI to be the same as the source address. Do you have a NAT router/firewall between the PBX and the internet that has SIP ALG enabled? If so, see whether disabling that helps.

Hi Stewart, yes that isn’t the actual IP address, I changed some values in it to redact it.

None of the infrastructure is in Japan.

We do have a router/firewall between the PBX and internet, I’m not sure if SIP ALG is enabled or not I will have to have a look.

Thank you, I’ll check that last point out shortly.

In the typical case, there should be only two IP addresses at the top level of the signaling dialog; the address of the trunking provider (62.3.88.24 in your paste, resolves to gateway04d-vip.sp-roch.voip.zen.net.uk, looks plausible) and the address of Asterisk (217.155.7.222 in your paste, resolves to dsl-217-155-7-222.zen.co.uk, also looks plausible). So, although 219.29.7.229 is not the real value, what does it represent?

That IP is actually another Zen IP address, 212.23.7.228 which resolves to voice.zen.co.uk

I am not sure how to configure the audio path setup, would you mind pointing me in the right direction please?

For the audio, in your router/firewall forward UDP ports 10000-20000 (or whatever you changed RTP Port Ranges to in Asterisk SIP Settings) to the LAN address of the PBX.

For the signaling, possibly the ACK is coming from an address other than 212.23.7.228 . Forward UDP port 5060 to the PBX. If no luck, capture packets on the router WAN interface to see whether it is altering packets.

Thank you Stewart, adding the 5060 port forwarding has resolved the problem.

How it ended up in the broken state is beyond me, no changes were made and it stopped working over night.

Many thanks for your help, you’ve been invaluable.

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