3cx inbound calls

[kelvin]

Hello team 3cx.I have a working 3cx and have all inbound routes.My problem is that most international calls are routed to our main extension while the should be routed to our different queues due to language barrier.Where could i have not correctly configured since some international calls go correctly to the queue but most of them go to our main extension?Kindly help.

 

[eddv123]

If you are new to 3CX then I would look at the guide here which can explain the process better than anyone:https://www.3cx.com/docs/manual/inbound-did-call-routing/

Please also try and identify the difference between calls that are working and those that are not, which DDI numbers work ? how are they routed and where they are being blocked - also what happens if you look at the Activity log in 3CX, this can outline sometimes the call route.

 

[kelvin]

my main problem is that when tested locally its very okay.The problem
comes when we start receiving more and more international calls.The
calls are rerouted to the secretary yet they should go the queues.

 

[eddv123]

Is there a pattern emerging here in that case, you can add call limits on various trunks and queues in 3CX as well as on the VoIP Provider inbound trunk itself - have you checked if a limit is being reached and thus failing over ?

 

[YiannisH_3CX]

Hello @kelvin

If you main extension is set as the main trunk numbers destination then it means that the Phone System cannot match the Inbound calls to an Inbound rule.
Many providers use a different number format when routing national or international calls. To accommodate for this you can use a wildcard to have the pbx match a certain part of the number.
For example if your DIDs are +123456789 you can use the "*" wildcard to adjust your DIDs to *3456789. This will allow the PBX to match all number formats used by the provider.

 

[YiannisH_3CX]

Also make sure that you are using a supported provider to avoid compatibility issues. We test supported providers for this behaviour and we include the number format you should use in the guides.