Call Forwarding Fails

[N0NAME]

Hello, After hours we use a digital receptionist to handle calls. A caller can push a number to be transferred to our answering service, this has been working fine. We just had a problem with one our customers. They are sending a 5 digit caller id. When they try to get transferred to the answering service, the 3CX call log shows that the call is not answered and I get an email that the call failed:
Call or Registration to 18665551212@(Ln.10000@Flowroute) failed. 123.45.67.123 replied: 500 Service Unavailable; from IP:123.45.67.123:5060

If I look at the Flowroute call records, it shows that the inbound call came in fine (it does show the caller ID origin is Russia-other), but the call fails on the outbound transfer:

Start Time	End Time	Billed Duration	Call Fail Reason	Call Fail SIP Code	Caller ID	Caller ID Country	Cost Subtotal	Customer IP	Destination	Destination Country	Destination Name	Direction	Duration	First Increment
Sep 02, 2021 7:21 AM	Sep 02, 2021 7:21 AM		Service Unavailable	500	73555	RUSSIA - OTHER	$null		+1866XXX1212	UNITED STATES	UNITED STATES - TOLL FREE	Outbound		6

I did not mask the destination number (I did change it), it looks like it's trying to dial XXX as part of the number.

Would this be a Flowroute issue or a caller id issue in 3CX? What would be the best way to correct this?

• 3CX Version, Enterprise Annual 16.0.8.9
• Is the 3CX Server Hosted and where? Hosted by 3CX
• Trunk Provider or Gateway Make/Model: Flowroute
• Are custom Phone Templates being used: NO

Thanks

 

[YiannisH_3CX]

Hi @N0NAME

The first thing I would do is to go to the Dashboard / Activity log and set the logging level to Verbose. Replicate the issue and check what is coming in the PBX and what is forwarded out. That should give you an idea on what is causing the call to fail.
You could also run a packet capture and see exactly what is going on if you are familiar with Wireshark

 

[leejor]

We just had a problem with one our customers. They are sending a 5 digit caller id. When they try to get transferred to the answering service, the 3CX call log shows that the call is not answered and I get an email that the call failed:

If, by, one of your customers, you mean a person calling in, is sending a 5 digit caller ID, then you can re-format that to a standard PSTN number. https://www.3cx.com/docs/cid-reformatting/

If you mean that the 5 digit number is a local extension number, then there may be a way to change that within 3CX, either at the extension, or in the outbound rules.

Most providers will no longer complete a call that is sending a non-standard (PSTN format) caller ID. Most toll free numbers will not accept calls that send no caller ID, or a non-standard number. After all, they are footing the bill for the call, and want to know who is calling.

You will have to clarify.

 

[N0NAME]

If, by, one of your customers, you mean a person calling in, is sending a 5 digit caller ID, then you can re-format that to a standard PSTN number. https://www.3cx.com/docs/cid-reformatting/

Thanks leejor, Yes, It's a customer calling in after hours. Their incoming caller id only has 5 digits. They are able to call in and get the digital receptionist. When they push 1 to be transferred to our answering service, the transfer fails.

I've looked through the caller id formatting documentation, but I'm a bit confused. Would it be something like this?
Source CID (.....) Replace Pattern 155555/1
Would that turn 73555 to 15555573555?

Thanks Yiannish_3CX, I'll try that after hours.

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[YiannisH_3CX]

I've looked through the caller id formatting documentation, but I'm a bit confused. Would it be something like this?
Source CID (.....) Replace Pattern 155555/1
Would that turn 73555 to 15555573555?

Yes, your reformatting rules look correct. Try it and see if that works.