Call back in V16 failing

[sci@work]

The out put is this

Failed Callback
Callback to number +16096187756 failed
Queue: 800 [Sales All Ring]
Caller: +16096187756

Do I have the number wrong maybe in the system?

Thanks

 

[sci@work]

Ok, I see it what's this maybe. "Callback Outbound Prefix " but what should that be, it was blank before.

 

[JohnS_3CX]

Hi sci@work

When a normal extension dials that number, are they able to call it manually?

You might need to make an adjustment to your outbound rules so that the system extensions (not the user extensions) are allowed to dial out

 

[sci@work]

Did not think of that, how do I add system ext. to the list?

 

[JohnS_3CX]

To begin with, best to check that your phones can dial this number. If they can then you already have a rule that allows calls there. If not, then callback should also fail.

Then check your logs in Verbose mode to see why the call fails. Perhaps there is something that causes this that you are not aware of, so best to find out before making any changes

 

[sci@work]

Ok, I checked and they can dial the number. The number does have a plus(+) sign next to it, that matter?

I can try to use a different truck, can I tell the system to use a certain trunk for call back?

 

[leejor]

Ok, I checked and they can dial the number. The number does have a plus(+) sign next to it, that matter?

It may matter if you don't have e164 properly set-up to convert the + to a usable prefix, for your outbound rules. What is the error in the Activity Log when a call fails?

You can have the system use a specific trunk group, if you wish, based on the leading digits.

 

[sci@work]

I currently don't have any outbound rules that say anything if there is a "+" in the front. Do you think it's worth making a new rule looking for a plus and drop it?

Will have to get back to you on the Activity Log...

 

[leejor]

If you set up e164 processing in 3CX to deal with the +, it will be converted to the proper prefix, depending on where the call is going (international/ national/local). You can then create some new rules (probably 2 ) to deal with the "new" national/international prefix that replaces the +. The current rules can remain in place to deal with number dialled with out a +.

Read through this post, it might make more sense of things...

https://www.3cx.com/community/threads/international-number-format-dialing-in-mobile-client.50585/