Call end up on voicemail despite correct settings ?

[Alexandre Takacs]

I'm having a weird issue.

I have an extension that is set up to divers to portable in all "nonavailable" profiles - ie all profiles look like this

This was working just fine for the past 6 month - when the user set status "away" (for instance) the call would divert to mobile phone.

For some reason for the past few days, the call is now diverting to voicemail (which is not active), This is both for internal and external calls, regardless of whichever non-available status is active.

Log shows a divert... so it is really 3CX doing this as far as I can tell

I'm really baffled by this one.... any suggestion?

 

[YiannisH_3CX]

Hello @Alexandre Takacs

What happens if you remove the Rebound option from the forwarding rules? Does that work?

 

[Alexandre Takacs]

Thanks - that gave me a good hint.

The number for the mobile was registered as +12345566 (ie + country code - area code - number). This was working and I am almost definite it was never changed, certainly not recently.
For some reason, this now results in an "invalid number" being reported by the SIP operator. Maybe they changed something in the way they interpret the number being passed to them. Rewriting the mobile number as <outbund prefix><number> now diverts correctly if the rebound option is not selected, but still send to voicemail otherwise. Also, the number presented lacks the country code of the caller (ie 004179xxxx - a swiss number - is presented as 79xxxx - ie interpreted as a Russian number...).
What we want is

• the call being rebounded (?) (ie showing as coming from the pabx)
• the CLIP being correct
• If possible we would like to use dynamic routing - we have 3 trunks form 3 operators with 3 different public number and 3 different dial prefix. If possible we would like calls from trunk 1 to rebound via trunk 1, trunk 2 via trunk 23 and trunk 3 via trunk 3.
• How should we go about this ?

 

[leejor]

• If possible we would like to use dynamic routing - we have 3 trunks form 3 operators with 3 different public number and 3 different dial prefix. If possible we would like calls from trunk 1 to rebound via trunk 1, trunk 2 via trunk 23 and trunk 3 via trunk 3.
• How should we go about this ?

You would have to create outbound rules based in the number (prefix), that would route the calls out over the desired trunk group. This will affect all users that are set to use that rule.

 

[YiannisH_3CX]

Check the Activity log of the PBX and see why the call is being diverted to mobile. You can also run a wireshark capture and see a working call with rebound off and a non working call with rebound on and see the differences.