Anonymous calls are not forwarded: Caller 'anonymous' is not found in the list of allowed extensions

[Charli]

Dear 3CX community,

we have a qeue that's set up to forward incoming calls to an external number when no agents are signed in.

Today we noticed that this isn't working when the incoming call is anonymous because our outgoing rule somehow doesn't apply:
Caller 'anonymous' is not found in the list of allowed extensions: 00-99.

But any number that's not anonymous can apparently be matched to the list of allowed extions:
Caller '04ZZZ' is found in the list of allowed extensions: 00-99 (I've redacted the phone number).

This is really weird..

▶ How does the outbund rule have to be configured in order to allow anonymous calls to be forwarded?

This is our currently configured outbound rule:


These are the events for an incoming anonymous call that fails to be forwarded:

02.07.2020 17:44:51 - L:1978.1[Line:10000<<anonymous]:  Updated OutCID: '+49XXX' and DNName: 'Anonymous'
02.07.2020 17:44:51 - [CM503016]: Call(C:1978): Attempt to reach <sip:[email protected]:5060> from Line:10000<<anonymous has failed. Reason: Not Found
02.07.2020 17:44:51 - [CM503014]: Call(C:1978): No known route from Line:10000<<anonymous to target: <sip:[email protected]:5060/UDP>
02.07.2020 17:44:51 - Call(C:1978): from Line:10000<<anonymous to +49XXX doesn't match any outbound rule. No outbound rule could be selected.
02.07.2020 17:44:51 - [Flow] Target endpoint for +49XXX can not be built!
02.07.2020 17:44:51 - Caller 'anonymous' is not found in the list of allowed extensions: 00-99
02.07.2020 17:44:51 - Looking for outbound rule: dialed = [+49XXX], processed: [XXX]; from-ext:
02.07.2020 17:44:51 - [Flow] Building target endpoint to +49XXXfrom "Anonymous" <sip:[email protected]:5060>
02.07.2020 17:44:51 - [CM503010]: Call(C:1978): Making route(s) from Line:10000<<anonymous to <sip:[email protected]:5060/UDP>

These are the events for an incoming call that is properly forwarded:

02.07.2020 17:42:17 - Call(C:1976): Call from Line:10000<<ZZZ to +49XXX matches outbound rule 'Alle'
02.07.2020 17:42:17 - [Flow] Call(C:1976): has built target endpoint: Out#:>>Rule{Alle}>>XXXfor call from L:1976.1[Line:10000<<ZZZ]
02.07.2020 17:42:17 - [Flow] Target endpoint for +49XXX is Out#:>>Rule{Alle}>>XXX
02.07.2020 17:42:17 - Caller 'ZZZ' is found in the list of allowed extensions: 00-99
02.07.2020 17:42:17 - Looking for outbound rule: dialed = [+49XXX], processed: [XXX]; from-ext:
02.07.2020 17:42:17 - [Flow] Building target endpoint to +49XXX from "REDACTED" <sip:[email protected]:5060>
02.07.2020 17:42:17 - [CM503010]: Call(C:1976): Making route(s) from Line:10000<<ZZZ to <sip:[email protected]:5060/UDP>

I've replaced the incoming number with ZZZ and the number that the call should be forwarded to with XXX

We run 3CX version 16.0.619

kind regards and thanks in advance!

 

[AWS2P]

this is a normal behavior , to be able to use external forwarding you need a rule without extensions or groups.
when 3cx do external forwarding this is a system extension not a user one, so rights are not granted for system extensions to forward.

if you want to be sure this is what happens , remove extension 00-99 and do a call test.

 

[Charli]

thanks for your quick reply!

I've created a new outbound rule without any extensions numbers or groups, everything is empty (I didn't know this was allowed). I've placed the rule at the top.

The result is the same as before, anonymous calls are not forwarded, regular calls are. But the log message changed:
02.07.2020 19:02:46 - Call(C:1987): from Line:10000<<anonymous to +49XXX doesn't match any outbound rule. No outbound rule could be selected.

If the problem was the system extension missing sufficient rights to make outbound calls, then why do forwards work for incoming numbers that are not anonymous?

 

[AWS2P]

rule you added is probably wrong , can you screen copy what you've set ?

 

[Charli]

rule you added is probably wrong , can you screen copy what you've set ?

here it is:

 

[AWS2P]

you can check here, start diapo 7
https://www.3cx.com/3cxacademy/videos/advanced/configuring-outbound-routing/

 

[AWS2P]

rules needs almost one criteria to apply this is why it doesnt work, set for example lenght to 2-14

 

[Charli]

set for example lenght to 2-14

This worked, thank you!

But it's still a mystery to me why only Anonymous calls could not be forwarded.

 

[AWS2P]

it should be for all calls need of a specific rule to be granted for outside forwarding not only anonymous callers.

If you don't understand see what I sent in #6

 

[Charli]

it should be for all calls need of a specific rule to be granted for outside forwarding not only anonymous callers.

I understand, but this was not the case here. That's why I'm so intruiged. Why was a call from e.g. +49012345 forwarded successfully while we only had the outbound rule for extensions 00-99? This should not have worked?

 

[AWS2P]

We are right both this should have not worked in all the case, but as you said something escape to our understanding
is this +49012345 exist in your local phonebook?

 

[leejor]

This might help in changing the anonymous, to something you (the PBX) can work with...

https://www.3cx.com/community/threads/forwarding-originatorcallerid-with-anonymous-calls.70853/

 

[AWS2P]

the only way I know is the one from 3CX