[VoiceOps] 3CX Trunk Unregistering

Carlos Alvarez caalvarez at gmail.com
Wed Sep 2 10:10:09 EDT 2020

We host 3CX for our customers, in our own infrastructure, and manage it for
them.  I have an advanced certification with them, but this sort of thing
was never covered in training, and I've never heard of it before.  Our core
infrastructure is Asterisk (where all other servers register to).  So this
all may be very different from your situation.  We also have one customer
with their own off-net server.  In every case, we use IP authentication and
not usernames, that may be something to consider trying.

3CX has some semi-hidden features that can deeply modify the SIP behavior.
We have not changed any of that, other than how CLID is presented so that
calls that forward from the PBX who the original CLID and not the
PBX's own CLID.  I'd ask if any of that has been changed.

The 3CX forums are very good, and very much to the point.  It's a resource
you should search, at least, and perhaps post there.  Their support is also
quite good, if maybe slightly slow because most of them are in the EU and
the timezones play a factor.  If the customer is off support, well, excuse
me, but screw them for being idiots.

On Wed, Sep 2, 2020 at 5:48 AM Pete Eisengrein <peeip989 at gmail.com> wrote:

> Hi all.
> I have a customer running 3CX who sometimes has calling problems because
> the trunk becomes unregistered from our Broadworks platform. When you look
> at the REGISTERs, there are a couple peculiarities:
>    1. 3CX sends an un-REGISTER (expires=0) right before it re-REGISTERs
>    rather than just re-registering the session
>    2. 3CX sometimes, but not always, starts a new session (new Call-ID)
>    for the "new" REGISTER rather than simply refreshing the existing session
>    3. Not a problem, but something I find odd and worth mentioning is
>    that it sends the User-Agent info when it un-registers but *not *when
>    it registers
> The problem comes in when we get the un-REGISTER but it is not followed by
> a new REGISTER and calls begin to fail. The customer is obviously
> frustrated and is expecting *me *to do something about it, but....
> Anyone familiar with 3CX and can give advice? Any idea why it behaves this
> way? They're running v16.0.5.619 (based on #3 above).
> Thanks in advance.
> -Pete
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