Solved Call drops after QCB call is picked up

[ebrowne_sts]

We are trying to get the QCB (queue call back) feature working again with our system, but whenever a customer is in the queue and uses the feature, the call is rung back, but it drops when picked up. I get the "[Flow] Target endpoint for +1XXXxxxXXXX can not be built!" error in activity log.

E164 is enabled because we use Twilio as our provider and its required. All other calls work and follow the outbound rules we have set, but QCB calls fail for some reason. Looks like its failing before even getting to Twilio

Does QCB need its own outbound rules? If so, what do I need to set?

Any help is greatly appreciated!!

 

[cobaltit]

If your rules are scoped to extensions or groups then yes, you need a rule not scoped to anything which will match calls from the 'system'.

 

[ebrowne_sts]

If your rules are scoped to extensions or groups then yes, you need a rule not scoped to anything which will match calls from the 'system'.

Thanks for the reply. Currently the rules are not scoped to any specific groups or extensions, see below:










Not sure why QCB doesn't use one of these. It failing before it even gets to Twilio so I know its not the provider.

 

[leejor]

You rules seem to require a "9" prefix, do the failling calls have that? You may need to create a rule that accomodates the number shown in the Activity Log.

 

[ebrowne_sts]

You rules seem to require a "9" prefix, do the failling calls have that? You may need to create a rule that accomodates the number seen in the Activity Log.

Wow that actually makes sense, the system doesn't dial 9 before trying to call so it probably needs rules without the 9 prefix.

Is there a way to have the system dial the 9 prefix? I want the users to have to dial 9 first, but having both means they wouldn't have to, unless I add their group to the rules with the prefix.

 

[leejor]

Look for the option "outbound callback prefix" to format the number, to match your existing rules.

https://www.3cx.com/docs/manual/call-center-queues/#h.he10wigc9y0d

 

[ebrowne_sts]

Look for the option "outbound callback prefix" to format the number, to match your existing rules.

https://www.3cx.com/docs/manual/call-center-queues/#h.he10wigc9y0d

Sorry....forgot to come back and let you know that worked. Thanks