3CX Phone System Advanced Training

Troubleshooting 3CX Phone System

Version 20151201
Activity Log
Activity Log – Filtering Log Messages
Activity Log – Troubleshooting Call Issues
● Reproduce the issue, noting the extensions involved

● Filter the Log by one of the extensions

● Filter the Log by the last call from that extension

● View the Logs for all extensions involved:

○ Remove the Extension Filter to filter only for the call

Troubleshooting Example 1
Scenario:
● Ext:100 tries to call Ext:120, but the call is being sent to Voicemail

● From the Activity Log, Filter by Extension 120

● Filter by Call 15, remove the Extension filter, click "Apply"

Troubleshooting Example 1
Leg L:15.2[VMail:999] is terminated: Cause: BYE from PBX [CM503008]: Call(C:15):
Call is terminated
Leg L:15.1[Extn:100] is terminated: Cause: BYE from 192.168.109.1:54445
[CM503007]: Call(C:15): VMail:999 has joined, contact sip:999@127.0.0.1:40600
[CM503007]: Call(C:15): Extn:100 has joined, contact sip:100@192.168.109.1:54445
[CM503025]: Call(C:15): Calling T:VMail:999@[Dev:sip:999@127.0.0.1:40600;
rinstance=f77ac1401bc2d404]
[CM503005]: Call(C:15): Forwarding: T:VMail:999@[Dev:sip:999@127.0.0.1:40600;
rinstance=f77ac1401bc2d404]
[CM503016]: Call(C:15): Attempt to reach <sip:120@192.168.109.1:5060> from Extn:
100 has failed. Reason: Not Registered
[CM503017]: Call(C:15): Target is not registered: Extn:120
[CM503001]: Call(C:15): Incoming call from Extn:100 to sip:120@192.168.109.1:5060
Troubleshooting Example 2
● Scenario:

○ Ext:101 tries to call Ext:102, but the caller gets the message "Call
Forbidden"

○ From the Activity Log, filter by Extension 101, and the last call

Leg L:28.1[Extn:101] is terminated: Cause: BYE from PBX

[CM503020]: Call(C:28): Normal call termination. Call originator: Extn:101. Reason: Forbidden
[CM503016]: Call(C:28): Attempt to reach <sip:102@192.168.109.1:5060> from Extn:101 has failed.
Reason: Forbidden
[Flow] Call(C:28): Attempt to make call from disabled extension Extn:101 has been forbidden!
[CM503001]: Call(C:28): Incoming call from Extn:101 to sip:102@192.168.109.1:5060
NOTE: Endpoint Extn:101 is disabled by Admin
Troubleshooting Example 3
● Scenario:

○ Ext:101 tries to call outbound to 55542316, but the caller gets the
message "Destination not Found"

○ From the Activity Log, filter by Extension 101, and the last call

Leg L:22.1[Extn:100] is terminated: Cause: BYE from PBX

[CM503020]: Call(C:22): Normal call termination. Call originator: Extn:100. Reason: Not found
[CM503016]: Call(C:22): Attempt to reach <sip:55542316@192.168.109.1:5060> from Extn:100
has failed. Reason: Not Found
[CM503014]: Call(C:22): No known route from Extn:100 to target: sip:55542316@192.
168.109.1:5060
[CM503001]: Call(C:22): Incoming call from Extn:100 to sip:55542316@192.168.109.1:5060
Troubleshooting Example 4
● Scenario:
○ Ext:100 tries to call a UK Number (International). Which Outbound
Rule is matching the call?
○ From the Activity Log, Filter by Extension 100 and the last call.

Leg L:6.1[Extn:100] is terminated: Cause: CANCEL from 192.168.109.1:65348

[CM503025]: Call(C:6): Calling T:Line:10009>>00441231456@[Dev:sip:20001@192.168.109.128:
5060] for L:6.1[Extn:100]
[CM503027]: Call(C:6): From: Extn:100 (“Nicks” <sip:100@192.168.109.1:5060>) to T:Line:
10009>>00441231456@[Dev:sip:20001@192.168.109.128:5060]
[CM503004]: Call(C:6): Route 1: from L:6.1[Extn:100] to T:Line:10009>>00441231456@[Dev:sip:
20001@192.168.109.128:5060]
Call(C:6): Call from Extn:100 to 00441231456 matches outbound rule ‘Rule for International VoIP
Provider’
[CM503001]: Call(C:6): Incoming call from Extn:100 to sip:00441231456@192.168.109.1:5060
3CX Log Viewer
● Allows Advanced Filtering of the 3CX Server Activity Log

● Requires:
○ A good understanding of VoIP
○ Experience with 3CX Phone System

● Download from:
○ Support > Download 3CX log Viewer

● Download to hard disk and run

3CX Log Viewer – Log Messages Pane
● Filtered Log Messages
3CX Log Viewer – Filtering Options

● Filtering Options
3CX Log Viewer – Tags List

● Message Tags

● Multiple Line Logs

3CX Log Viewer – Useful Tags
● DN – Extension number

● DNType (Extn, Ivr, Queue, ParkOrb, Vmail etc)

● Call ID (3CX unique Call ID)

● SipMsg.Call-ID (Unique Call ID specified in SIP msg)

● Device.SrcAddr.IP

● SipMsg.Method (INVITE, REGISTER, NOTIFY etc)

● SipMsg.ReqResp (4xx, 5xx indicating failures)

More Training Material at:
www.3cx.com/3CXAcademy