"Also ring my mobile" not working for internal calls (external works)

[Bayview_IT]

Good afternoon,

When an extension is set to "Also ring my mobile" the call works when an outside number dials in. When an internal user (from another extension on the same system) calls another internal user with the "Also ring my mobile" enabled, the call does not work as desired.

I have already determined the caller ID from the call to the mobile phone is incorrect and my provider is blocking it.

- When inbound call to extension is from an external caller, the caller ID is forwarded to the mobile phone
- When inbound call to extension is from another extension, the caller ID is forwarded but not accepted by the provider for the outbound call. I suspect the caller ID is the extension of the internal caller.

I am not sure how to configure this but the desired functionality is that internal calls also ring the mobile but with the default caller ID, and external calls ring the mobile with the pass-through caller ID.

 

[OlegR_3CX]

Hi there.

When an extension is set to "Also ring my mobile" the call works when an outside number dials in. When an internal user (from another extension on the same system) calls another internal user with the "Also ring my mobile" enabled, the call does not work as desired.

In your case, the calls go via the Queue or directly to the user?

 

[Bayview_IT]

When an external number calls the extension directly the number is relayed with the call.
When an external number calls via a digital receptionist and then calls the extension the number is relayed with the call
When an internal extension calls the call does not work (provider blocks the call due to caller ID)

 

[Charles_3CX]

This will be related to the Caller ID that is sent to the trunk when an internal caller calls the extesnion that is set to RMS (Ring My Mobile Simutlatiously), where it will present the caller ID of the caller's extension number in the 'From user part' Sip field of the invite towards the VoIP provider.

Which sip trunk provider are you using, and is this a 20 or version 18 system, please?

 

[Bayview_IT]

We are using a custom provider (using the Voxtelesys template) on Version 20 (Hosted).

 

[Charles_3CX]

Can you clarify your reply? You are using a generic untested provider but using the Voxtelesys template for it. Is this correct?

 

[leejor]

Most providers will block calls that are not sending a valid (PSTN) caller ID. You may be able to get around this by re-formatting caller ID that looks like an extension number to look like a valid PSTN number. This might get a bit tricky if there are more than one possible match however.

 

[Bayview_IT]

We imported a provider using an existing template from the 3CX system since our provider was not in the list of SIP providers.

We know already that the provider is blocking the caller ID since it is formatted as the extension when an internal call is made to another extension with the "also ring my mobile" enabled.

The expected behaviour is that when an internal extension calls another extension that has the "also ring my mobile" enabled, the system will use the default caller ID of the system to call out, rather than the 3-digit extension number, but when an external call is made to the extension, the caller ID is passed-thru to the mobile phone.

 

[leejor]

What is sent will be determined by the settings you have for the trunk, in the outbound parameters (where the caller is taken from). This has come up in the past and it would make sense that an option to have the outbound caller ID set against the extension (full PSTN DID number) sent out in place of the extension number.

 

[Bayview_IT]

At the moment, I force the caller ID using the outbound rules, but this also overrides the caller ID of the external caller.

The desired functionality is that if an external caller is calling the extension that their caller ID be forwarded to the mobile phone and when an internal call i made that the default caller ID is sent to the mobile phone.

 

[TrevorATS]

We are also seeing this exact issue. Only difference being Flow Route.
When external calls dial the extension, the mobile rings.
When calling the extension internally, the mobile does not ring.
In our call log, we are seeing a mixture of 603, 403, and 404 errors. This only started occurring after we upgraded to v20.

 

[leejor]

In reality 3CX should never send an extension number out on a PSTN network trunk. In the majority of calls, if not all, that call will fail. The solution ideally requires an option (if extension number detected, substitute original caller ID, or main number caller ID), at some point, to determine exactly what number is to be sent when an extension number normally would be, as some users may be using a non-bridge trunk to connect to another PBX. In their case, they may very well want the extension number to be sent.