DID calls not terminating

If calls to a DID number are not terminating correctly, please perform the following troubleshooting steps:

Step One: Trunk is Registered

1. Navigate to PBX -> Operator Panel page.
2. Check that the trunk is registered.
3. If trunk is not registered, then verify the trunk registration parameters.
4. Make sure the trunk is registered first before proceeding to the next step.

Step Two: Verify Sent Digits

1. Make a test call to the DID number.
2. Navigate to Reports -> CDR Report page.
3. Look for the digit pattern in the DID column and verify that the service provider is sending the expected DID digits.

Step Three: Verify Context for SIP Trunk

If this is a SIP or IAX trunk, find out from the service provider how the DID number is sent and configure the correct CONTEXT for the trunk.
See IP Trunk Assistant for details.

Context definition:

• from-trunk means that incoming calls from this trunk will be treated as if they are coming from an outside line, and will be routed using the rules that you setup in the Inbound Routes module. Use this setting if the provider is sending the DID number in the INVITE line, this is the most common setting. Use this setting for IAX trunks.
• from-pstn-toheader means that incoming calls from this trunk will be treated as if they are coming from an outside line, and will be routed using the rules that you setup in the Inbound Routes module. Use this setting if the provider is sending the main account number in the INVITE line and the actual DID number in the TO: header line, this condition is not common and only used by certain providers.
• from-internal means that incoming calls from this trunk will be treated as if they were made by an internal phone, and will be routed directly to an extension number, a feature code, or through the outbound routes module.

Step Four: Verify Destination

1. If the dialed DID number is supposed to terminate on an extension with the exact same number, then make sure an Extension with the same DID pattern exists.
2. Otherwise, make sure there is an Inbound Route created that will route calls with the expected DID pattern to the desired destination. Confirm DID pattern using STEP TWO above.