Call not forwarded to destination after going through ring group

[boogsalmighty]

Hi,

I've got an issue with one of my 3CX ring groups.

So basically a call should be forwarded to an external mobile number if no one answers in the ring group within 10 seconds. The problem is, it doesn't seem to be doing that and I just get hit with a busy tone after the last extension fails to answer the call. It doesn't get forwarded

SIP trunks are operational with authentication credentials in place. I have 3 extensions in my ring group and in PRIORITISED HUNT mode. Outbound rule with "Calls from extensions" set to 0-9 with Route1 going through the SIP trunk. I have the mobile phone with the external number that should be dialed with me for testing.

Is there anything I missed in my configuration?

 

[cobaltit]

Your outbound rule is scoped to certain extensions? That's likely the problem. Calls forwarded to external numbers don't from the extension but rather from the system. Activity log (set to verbose) will tell you that the forward attempt doesn't match any rule. Logical troubleshooting from there; provided the rule matches the correct numeric pattern, would be to remove any restrictions on the rule (such as extensions or extension groups).

 

[JohnS_3CX]

Hi @boogsalmighty

Take a look at this https://www.3cx.com/3cxacademy/videos/advanced/configuring-outbound-routing/

Slide 10 specifically is what @cobaltit is referring to

 

[cobaltit]

Nice. Don't remember seeing that slide before but that helps because this topic comes up a lot.