IVR stopped working for no apparent reason

Hi, a strange thing has happenend to the IVR on one of my boxes (FreePBX The IVR was fine up until 2 weeks ago and has been fine for a year previous.

  • When the call comes in there is nothing and eventually cuts off
  • The call registers as “answered” in the CDR
  • The IVR rings through correctly from a test extension that forwards to the IVR
  • The number rings through to another extension correctly

Thank you in advance for any thoughts.

Provide a call trace:

1 Like


Hi, just in case, here is another one as its possible there are lines missing off the first as you pointed out.


Thank you for your help.

Both cases appear to be missing lines, there should be more as the caller progresses thru the IVR.

My apologies, let me try again.


caller enters IVR dialplan:

[2018-11-27 14:09:00] VERBOSE[20187][C-00000075] pbx.c: Executing [[email protected]:10] Set("SIP/VOIPMS-IN-", "TIMEOUT(digit)=3") in new stack
[2018-11-27 14:09:00] VERBOSE[20187][C-00000075] func_timeout.c: Digit timeout set to 3.000

Prompt is played to caller:

[2018-11-27 14:09:00] VERBOSE[20187][C-00000075] pbx.c: Executing [[email protected]:11] ExecIf("SIP/VOIPMS-IN-", "1?Background(custom/engorspan_pt2)") in new stack
[2018-11-27 14:09:00] VERBOSE[20187][C-00000075] file.c: <SIP/VOIPMS-IN-> Playing 'custom/engorspan_pt2.slin' (language 'en')
[2018-11-27 14:09:18] VERBOSE[20187][C-00000075] pbx.c: Executing [[email protected]:12] WaitExten("SIP/VOIPMS-IN-", "1,") in new stack

No dtmf input was received from caller:

[2018-11-27 14:09:19] VERBOSE[20187][C-00000075] pbx_builtins.c: Timeout on SIP/VOIPMS-IN-, going to 't'
[2018-11-27 14:09:19] VERBOSE[20187][C-00000075] pbx.c: Executing [[email protected]:1] Set("SIP/VOIPMS-IN-", "TIMEOUT_LOOPCOUNT=1") in new stack

Dialplan looped again with no input and call was terminated. If the caller was attempting to enter dtmf after the prompt, then you have an issue with dtmf recognition over the trunk.

Hi, It was me making a test call from my mobile, I heard nothing, that sounds like one way audio, however a test call via an extension to an extension that forwards to the IVR works perfectly…still one ay audio?

System worked fine for a year, is hosted off site at a data centre and nothing has changed that I´m aware of.

Thank you.

Maybe the datacenter has changed its network layout. Have you double checked NAT settings?

I´ll have a look. I do have othe boxes at the same data centre with no issues. I havent looked at the NAT too much as there werent any issues up until a few weeks ago but I will look there next.

Thanks again.

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